Noble Systems

AUGUST 25, 2020

From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. It also provides constant feedback to employees to motivate them to continually improve performance and better serve financial services consumers.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

BlueOcean

JUNE 26, 2018

That’s true in hospitality, and I am sure it is true in the customer service industry overall. The industry standard in hospitality is for room attendants to clean 15 rooms per shift. Each room has a kitchenette including a dishwasher and, on average, the rooms tend to be larger than industry standard.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance. Customer Satisfaction.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

JANUARY 28, 2020

Good management, proper training and coaching, employee engagement strategies, the list goes on. How will you use training and coaching tools through the software? To support your agents on this mission, you have to know how to deploy a call center system that works for your agents (not against them). What’s next?

Call Center 69

Call Center call center software Abandon rate Contact Center 69

Fonolo

FEBRUARY 11, 2021

Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). Put the focus on employee engagement and find out what would make them happier in their daily work. Establish a comprehensive training & coaching program.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Calltools

DECEMBER 22, 2021

The right software, training, management and strategies can help ensure that your queue times stay within a healthy statistical range and even help move that range to outperform industry standards. Call Recording / Call Coaching. As part of training, call recordings and call coaching are essential. Cross Train Agents.

Contact Center 52

Contact Center Management Interactive Voice Response Coaching 52