OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

MARCH 22, 2021

In the first blog in this 2-part series, we discussed the top healthcare contact center trends. Advanced IVR Solutions Enhance the Agent and the Patient Experience. By creating a single gateway with an advanced IVR solution, health call centers can greet all patients with a consistent branded experience.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. An inefficient IVR system may also cause callers to abandon the queue. Agent Schedule Adherence & Agent Attrition Rate. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Noble Systems

SEPTEMBER 29, 2020

Voice of The Customer. Gamification. Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86