Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. Gamification is one of the best ways to help your agents internalize these important skills and use them effectively in their roles.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

Fonolo

JANUARY 31, 2023

To demonstrate the practical aspect of your customer profiles, write up role-play scripts for each profile and have staff act them out. This is an engaging exercise, and also demonstrates how different customer profiles could play out in real life. Use incentives and gamification Call center training material can get pretty dry.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

JUNE 17, 2015

Use incentives and gamification. cctr #training #storytelling Click To Tweet This empowers employees to make their own improvements, as well as adds an element of gamification for your most competitive agents. Use incentives and gamification. Add a few gamification elements and your call center will be singing.

Call Center 96

Call Center Gamification Coaching Contact Center 96