Entertainment Gamification Metrics Service level 
Fonolo
JANUARY 29, 2019
So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center. 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?
Fonolo
FEBRUARY 19, 2019
Is Chat Eating into Phone-Based Customer Service? Call Center Metrics. Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon. What’s Inside: Gamification in the Contact Center. Chat vs. Messaging Comes Down to Who Owns the Channel. OnHoldWith. Investing in Agents.
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