NobelBiz

APRIL 18, 2023

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, etc. When looking at the Call Center industry, there’s never been a better time to get your head in the cloud.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Noble Systems

MARCH 30, 2020

In many cases, this exponential increase in call volume is causing a number of related issues , from excessive wait times and higher average hold times, to more disconnects than ever before and more frustrated customers, where patience may already be in short supply. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. Consumers want a place to give quick feedback, vent, and interact with their favorite brands.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

NOVEMBER 2, 2022

Here, the goal is to ensure customer satisfaction is kept high while minimizing wait times. Communicate Regularly with Employees. By communicating regularly with your call center employees, you’ll be able to increase employee engagement. Motivation is also essential to the success of your call center.

Call Center 52

Call Center Management Average Handle Time Gamification 52

Transparent BPO

AUGUST 13, 2019

Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved. Engaged agents, on the other hand, help drive up customer satisfaction and positively impact ROI. Conclusion Trends come and go, says Serenova.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Vonage

FEBRUARY 7, 2017

Don’t just deal with issues or enquiries as they arise; instead, introduce strategies that reward your existing customers, show you’re there for them, and improve their overall experience – such as customer loyalty schemes and regular requests for feedback. Ignoring employee engagement. Getting the tone wrong.

Interactive Voice Response 48

Interactive Voice Response Customer Service Gamification Cloud contact 48