Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Customer service is about finding a balance between efficiency and personalization…”. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

SEPTEMBER 30, 2022

Are soft skills a weak spot for your call center team? 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. How should they approach an irate customer who begins the call with a long list of complaints?

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

Balto

MAY 27, 2022

For example, a solution’s primary goal might be to improve customer satisfaction and compliance by enforcing script adherence. The AI may send agents alerts to stay on script during calls, track each agent’s win rate and script usage following a shift, and provide the manager with that data.

Contact Center 52

Contact Center Scripts Contact center software Gamification 52

NobelBiz

MAY 9, 2023

For example, preview or automatic preview dialers can show client information to the agent before the call is dialed. This feature allows agents to familiarize themselves with the client’s history and specific needs, allowing for more personalized and effective interaction. Optimize Call Scheduling A.

Best practices 98

Best practices Call Center Gamification Contact center software 98

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.”. Sometimes, you just need to speak to a person. Storyline: Gamification. Why Gamification Matters.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Serenova

JULY 7, 2020

Scripting to facilitate conversations. Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. You can pair this with gamification that encourages learning. The most skilled agents are equipped with more than a script and access to relevant customer data.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

NobelBiz

MARCH 31, 2022

When you’re running a call center, it can be difficult to know how to define success. One way to think about it is First Call Resolution or FCR. The more problems you can solve for a client in a single call, the better. We only get one first impression and in a call center, you have to make sure it’s a good one.

First call resolution 52

First call resolution Call Center Gamification Metrics 52