First call resolution Gamification Knowledge Base Technology 
CCNG
SEPTEMBER 27, 2023
Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. Meanwhile, the time of handling that call is increasing, which impacts staffing levels, meaning more people must wait for an agent. All this costs more money.
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.
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Outsource Consultants
SEPTEMBER 14, 2021
Tip the Scales with Technology. And one of the most promising CX developments is the growing tech landscape that makes it easier to mitigate the impact of high call volumes and unexpected spikes that are looming in Q4. But what do these specific technologies actually do? Technology is a tremendous tool with huge benefits.
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.
Fonolo
NOVEMBER 17, 2020
I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish. Storyline: Gamification.
NobelBiz
APRIL 18, 2023
In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Also, call center operations managers are crucial in driving hyper efficiency within their organizations.
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.
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