First call resolution Gamification Scripts Study 
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. There are entire books written on this subject—it’s a whole field of study!
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.
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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. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Why Gamification Matters.
Balto
NOVEMBER 2, 2022
By communicating regularly with your call center employees, you’ll be able to increase employee engagement. In addition, it provides an opportunity to listen to agent feedback, which you can use to help improve processes and scripts. Motivation is also essential to the success of your call center.
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.
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