Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. Build a knowledge base. Implement gamification. Service Level. Enter gamification. Gamification is not just about having fun.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. Build a knowledge base. Implement gamification. Service Level. Enter gamification. Gamification is not just about having fun.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. Today’s inbound call centers often provide customer service not only through telephone calls but also via email, chat, and more. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

TechSee

SEPTEMBER 18, 2019

Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. The importance of after call work. Tools & Tech to Streamline after call work.

Average Handle Time 84

Average Handle Time CRM Contact Center Gamification 84

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. Knowledge base tool. Some of the popular knowledge base content includes video tutorials, FAQ pages, blogs, and articles.

Customer Service 62

Customer Service CRM Self service Analytics 62

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Setting agreed-upon metrics across different areas of the business — IT, the C-Suite, sales, operations, etc. — How do you boost agent retention? is a good place to start.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52