Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Playvox

FEBRUARY 20, 2024

” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams.

Management 88

Management Gamification Calibration Quality management 88

OctopusTech

MARCH 1, 2023

Responding to inbound calls is a primary function of most customer service teams that are looking to enhance the customer experience. Inbound calls are a fundamental aspect of customer service and support call centers. This can significantly increase a call center’s productivity while improving customer experience.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

CSM Magazine

DECEMBER 15, 2020

Some customers have achieved savings in excess of 30% through accurate scheduling, while results in excess of 95% schedule adherence are commonplace. These applications now include features and functions that recognise the value and wellbeing of employees, as well as the associated impact on customer experience (CX).

Management 52

Management Schedule adherence Gamification At home agents 52

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect? The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Noble Systems

MARCH 19, 2021

As are agent training, best practice conformance, and identifying trends to help improve processes and drive a better customer experience. With fast access to caller information, including history and context of calls and issues, agents can confidently and quickly solve customer problems. Omnichannel Contact Capabilities.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

CSM Magazine

JANUARY 9, 2023

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59