Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Gamification.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Fonolo

OCTOBER 3, 2018

Unfortunately, some contact centers still insist on a no-hangup rule (agents are penalized for ending a call) in order to improve or sustain metrics; and they do not offer moral or psychological support to front-line agents who live through some horrific experiences on the job. Meeting the Industry Standard of Service Level.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

delighted

APRIL 27, 2021

Product survey best practices. Gamification of the survey can also improve the response rate. Customer interview best practices. Also, taking the time and effort to work on a product that doesn’t solve your clients’ problems is a major cost to your company, not to mention the morale of your team.

Feedback 98

Feedback Surveys Management Advertising 98