Fonolo

DECEMBER 6, 2022

FCR: First-call resolution speaks to your call center’s efficiency. Use incentives and gamification . 7 Professional Development Goals for Call Center Agents. Developing a call center strategy takes planning and perseverance. In our next blog, we’ll spell out a full call center development plan!

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Balto

NOVEMBER 2, 2022

Motivation is also essential to the success of your call center. In addition, gamification is another excellent way to help keep employees motivated. With gamification, you can use leaderboards, challenges, and games to reward your team and allow them to enjoy some friendly competition across the group.

Call Center 52

Call Center Management Average Handle Time Gamification 52

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. You can pair this with gamification that encourages learning. Serenova simplifies every aspect of the customer experience to make life easier for contact center leaders their customers and call center staff.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. You can pair this with gamification that encourages learning. Serenova simplifies every aspect of the customer experience to make life easier for contact center leaders their customers and call center staff.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Fonolo

DECEMBER 13, 2022

First-call resolution: The ability to resolve customer issues in a single call is a great KPI to monitor for agents. Specific: “Agent X aims to improve their first-call resolution rate from 37% to 55%, from October 2022 to March 2023.” Experiment with gamification. . What are SMART goals?

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Balto

MAY 27, 2022

This sort of gamification simultaneously drives motivation , engagement, and positive outcomes. A solution might endeavor to improve customer satisfaction and first call resolutions by testing different phrases with multiple playbook rollouts. Get a Demo. The New Way of Getting Conversations Right.

Contact Center 52

Contact Center Scripts Contact center software Gamification 52

Hodusoft

AUGUST 9, 2023

Enhance FCR A study conducted by SQM Group revealed that nine out of every ten respondents (93 percent, to be precise) expect their issues to be resolved or their queries to be answered on the very first call. With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52