Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 95

Self service Contact Center Chatbots Average Handle Time 95

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. Workforce Management. Quality Management. Gamification. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

MARCH 29, 2018

Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers. The post Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents appeared first on NICE inContact Blog.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

Aspect

SEPTEMBER 21, 2018

If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed. Define Call Monitoring and Speech Analytics metrics. These agents should be able to manage any adjustments required in the program.

At home agents 78

At home agents Coaching Gamification Metrics 78

Expivia

JULY 21, 2021

Gamification. Not every advanced call center technology needs to be about KPIs and call center metrics. And gamification is a great way to do that. . Quality assurance (QA) and quality management (QM) are very important for your call center and your agents. Some can also be for fun.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52