TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Noble Systems

SEPTEMBER 20, 2019

How well are your customers being served by your call center service and support center? It is calculated by dividing the number of issues resolved on the first contact by the total number of contacts with the call center service support department. Optimize call routing. Implement gamification.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Blueship Call Center

OCTOBER 9, 2023

Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue. Enhance customer service in top call center outsourcing companies Your company’s front line is made up of your customer service staff.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. About Fidotrack, LLC. .

Gamification 40

Gamification Call Center Management Coaching 40

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Noble Systems

DECEMBER 18, 2018

Conventional motivational tactics are no longer effective, whether you manage an enterprise or contact center sales organization. That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. All of them can be enhanced with gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Outsource Consultants

JUNE 6, 2022

However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option. Implement Gamification Systems. Gamification has been used in team settings to enhance training programs for a long time now.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Fonolo

JUNE 10, 2021

Managing a call center team isn’t easy. Call center agents are customer service providers 24/7, which means they need to deal with customers with varying moods all day. Due to the nature of their work, it’s common to see call centers struggle with low agent engagement. So what are you waiting for?

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

Noble Systems

MARCH 19, 2021

Call Center Software for SMB. Every business that takes or makes calls, especially to sell to or service customers, essentially has a call center – whether they have hundreds of agents or a handful of agents (or a team of multi-tasking employees). Cloud Contact Center for SMBs. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Balto

NOVEMBER 2, 2022

Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role. Perhaps you’re already in call center management or an agent aspiring to work your way up and are seeking to learn more about what all is involved.

Call Center 52

Call Center Management Average Handle Time Gamification 52

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

JustCall

MARCH 6, 2023

Managers know the importance of call centers in businesses. Call centers have come a long way since they first began. Nowadays, a modern call center has many innovative features for better service. Call center agents use their skills and these features to respond to queries and solve issues.

Call Center 52

Call Center Abandon rate Metrics Upselling 52

Balto

OCTOBER 20, 2022

Agents and managers reap the benefits of having a call center quality assurance process. Quality assurance (QA) is critical to any thriving call center. A proper contact center QA program helps your organization retain happy customers, improve brand and voice consistency, and keep agents in check.

Best practices 52

Best practices Call Center Gamification Coaching 52

Noble Systems

SEPTEMBER 20, 2019

There are a number of things contact center management can do to improve AHT. Optimize call routing. Implement gamification. When this happens, a customer is more likely to abandon the call before they speak with a contact center agent. Enter gamification. Gamification is not just about having fun.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Fonolo

JANUARY 29, 2019

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Billion!

Call Center 85

Call Center Airlines Contact Center Self service 85

Noble Systems

AUGUST 27, 2020

Telemarketing call centers can fulfill a variety of needs beyond simply selling, and they can provide both outbound telemarketing services and inbound telemarketing services. Telemarketing can be used to make a simple, one-call sale. Surveys and questionnaires. What types or programs does it include?

Telemarketing 53

Telemarketing Call Center Gamification Contact center software 53

Noble Systems

OCTOBER 18, 2018

Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times. First Call Resolution (FCR). It stands to reason that resolving more issues on the first call will positively impact agent and call center productivity. Why gamification works.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

JustCall

APRIL 12, 2023

One of the ways in which call centers as brands have done so is by undergoing a rigorous digital transformation over the past two years. This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud.

virtual call center 52

virtual call center call center solutions Call Center call center software 52

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Omnichannel Support.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

SEPTEMBER 2, 2020

Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. Introduce fun through rewards and gamification. Keep WFH employees motivated by making tasks more engaging through gamification.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Serenova

JUNE 5, 2020

Before COVID-19, Northwestern National Life released a survey in which 40% of respondents said they considered their jobs stressful. That’s all bad news for call center agent productivity and customer experience. Gamification options can also promote a stronger feeling of community. Cool Agent Stress. Temperatures Rising.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Challenges can consistently be given through gamification tools.

Call Center 56

Call Center Gamification Coaching Surveys 56

Hodusoft

MAY 17, 2021

For a bank, the customer call center plays a key role in the success of their business. So you know a customer contact center is indispensable and also an efficient solution to manage customer interactions. Normally, agents carry sales quotas and can prep for calls which are made to target customers.

call center software 52

call center software Call Center Interactive Voice Response Banking 52

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

VocalCom

JULY 3, 2017

Call center agents are at the core of every brand’s customer experience. Here are seven tips for training call center agents effectively. Offer peer training and gamification. Gamification can also be a fun way to encourage healthy competition during training practices.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

Nicereply

APRIL 7, 2020

The easiest way to do this is to empower your customers to share their opinions about the service they’ve received from you through surveys. All Nicereply surveys are fully customizable, so you can make the design of your surveys match your business’s color palette and style. What sets LiveAgent apart from the competition.

Gamification 90

Gamification Surveys B2C Feedback 90

Noble Systems

FEBRUARY 24, 2019

Findings from Mercer Consulting’s Contact Center Survey indicate that non-challenging work, lack of recognition, no career growth or development and inflexible working environment are dominant contributors to high turnover. View our infographic to find out more about the causes & symptoms of contact center agent attrition.

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

JustCall

MARCH 14, 2023

Employees are among the most valuable assets of any business, but they are even more significant when it comes to call centers and contact centers. Why Promote Employee Productivity in Call Centers? Two major reasons to promote employee productivity in call centers: 1.

Gamification 52

Gamification Call Center Morale Contact Center 52

Balto

MAY 13, 2022

It’s typically measured with surveys. High-performing contact centers pay close attention to the culture and the work environment. In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Gamification. Call center work can be tedious at times.

Contact Center 52

Contact Center Gamification Scripts Coaching 52