Employee engagement Gamification Interactive Voice Response Service level 
Noble Systems
APRIL 21, 2020
Interactive Voice Response (IVR) – Voice menus that allow callers to complete actions over the phone via voice or keypad input (or through spoken responses, with more advanced speech recognition features), similar to auto attendants, but with more flexibility and functionality.
OctopusTech
MARCH 1, 2023
Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge. Train your supervisors.
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Noble Systems
MARCH 19, 2021
Auto-Attendant and IVR. Adding an IVR (interactive voice response) to the mix provides additional options, such as gathering more specific information to help send the call to the right place (ie, differentiating between a new order, customer service on a previous order, or a billing question).
Noble Systems
SEPTEMBER 3, 2019
They also allow you to build greater flexibility into the schedule so that you can easily vary start times, break times and end times to satisfy agents while ensuring optimum service levels. Friendly competition engages agents and motivates them to continually improve. Gamification. Lack of proper agent training.
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. Keeping employees motivated is a challenge in every industry.
Transparent BPO
AUGUST 13, 2019
That starts by understanding customer pain points, such as being required to repeat information multiple times and letting IVRs get in the way. Engaged agents, on the other hand, help drive up customer satisfaction and positively impact ROI. That’s why increasing employee engagement is a big deal here at Transparent BPO.
Fonolo
JANUARY 29, 2019
Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”
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