Call Design

SEPTEMBER 21, 2021

Textbook knowledge, learning from presentations or listening to co-workers presents limitations when training agents. Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

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.

Management 195

Management Average Handle Time Self service First call resolution 195

Noble Systems

SEPTEMBER 20, 2019

FCR measures the efficiency of the support team and how good they are at ensuring that customers do not have to call back regarding the same issue. It also indicates how good agents are at quickly navigating a knowledge base and addressing issues on their own without having to transfer a call or get help from a supervisor.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Noble Systems

SEPTEMBER 20, 2019

FCR measures the efficiency of the support team and how good they are at ensuring that customers do not have to call back regarding the same issue. It also indicates how good agents are at quickly navigating a knowledge base and addressing issues on their own without having to transfer a call or get help from a supervisor.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Outsource Consultants

SEPTEMBER 14, 2021

Here’s what you can do now: Knowledge Base: Consider implementing a central source of truth to assist your agents across common customer queries. Knowledge base software can unify your process, reduce agent error, and has been proven to increase first-call resolutions and improve agent satisfaction.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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. 3. Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62