NobelBiz
FEBRUARY 27, 2024
By ensuring that the right number of agents, with the appropriate skill sets, are available at the right times, call centers can significantly improve their service levels and customer satisfaction. One of the primary advantages of CRM integration with contact center technology is call flow management.
Playvox
FEBRUARY 20, 2024
We would not have been able to make the progress we have without Playvox WFM,” summarized Anokhee Mepani, Director of Global Operations / Technical Services, at MongoDB. Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
SEPTEMBER 18, 2019
Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers. Customize the CRM to your needs by analyzing your contact center processes.
Fonolo
DECEMBER 6, 2022
Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” SLAs: Service-Level Agreements are your promise to your customers. Use incentives and gamification . He’s right! When it comes to contact center development, what Darnell means is that you must engage.
Noble Systems
APRIL 21, 2020
Computer Telephony Integration (CTI) – Integrations between phone systems and databases, such as CRM, to quickly deliver customer information to agents. Quality Monitoring – The ability to monitor and manage resources and service levels, observe agent activities and calls, and view system activities, phone lines, and queues.
OctopusTech
MARCH 1, 2023
We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Storyline: Gamification. Why Gamification Matters. Customer Service Goes Mobile. 3. Gamification.
Expert insights. Personalized for you.
104 
Let's personalize your content