Noble Systems

AUGUST 1, 2019

By ignoring the signs of agent overload and just considering high attrition as a fact of life in your contact center, you are risking your reputation, and the negative impact to customer satisfaction, customer retention and bottom-line results. They can have emotional outbursts and respond negatively to customers and co-workers.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. The customer is then provided with a survey scale where answers commonly range from 1 to 10, 1 to 5, or Very Satisfied-Satisfied-Not Satisfied. 5% or lower.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Playvox

JUNE 22, 2023

First Contact Resolution A case in which a customer’s question is answered or a problem is solved during the initial interaction so that no follow-up contacts are necessary. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Voice of The Customer. Gamification. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86