Boost Productivity with the “Right” Contact Center KPIs and Gamification
Noble Systems
OCTOBER 18, 2018
Identification of areas for improvement and definition of new goals should be discussed during coaching sessions. For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. First Call Resolution (FCR). Gamification motivates employees to stay on track.
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