First call resolution Gamification Interactive Voice Response Knowledge Base 
CCNG
SEPTEMBER 27, 2023
Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk. More time, more money, and more frustration. All this costs more money.
Outsource Consultants
SEPTEMBER 14, 2021
Contact Center AI: You’re probably familiar with IVR (Interactive Voice Response), which can take semantic cues to direct customers through self-service channels. Here’s what you can do now: Knowledge Base: Consider implementing a central source of truth to assist your agents across common customer queries.
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NobelBiz
APRIL 18, 2023
The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). Incorporating advanced technology into your call center can significantly boost productivity and efficiency.
OctopusTech
MARCH 1, 2023
We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Choose and focus on the right metrics Inbound call centers have so many things they can measure that it’s tempting to make each measurement equally important.
Fonolo
NOVEMBER 17, 2020
Storyline: Gamification. While much has changed in the last decade, one storyline will remain constant: Contact center teams will continue to face surges in call volume bravely. Why Gamification Matters. In this video, experts discuss if gamification will grow in the next year. Escalating from a digital channel to voice.
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.
OctopusTech
SEPTEMBER 29, 2022
A customer service tool also provides a knowledge base to users, handles inbound and outbound communications, come up with analytics dashboards, and integrates with various automation software. Table Of Contents: Call support system Messaging apps Live chat software Social media Monitoring Tool Email CRM tool Knowledge base tool.
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