Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. While much has changed in the last decade, one storyline will remain constant: Contact center teams will continue to face surges in call volume bravely.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JUNE 17, 2015

Use incentives and gamification. Curate a knowledge base. If you're not taking advantage of our hardwired ability to turn stories into knowledge, you're wasting a lot of energy. Use incentives and gamification. Add a few gamification elements and your call center will be singing.

Call Center 96

Call Center Gamification Coaching Contact Center 96

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. The Cost Per Contact refers to the expenses related to running a contact center (i.e., A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78