Noble Systems

SEPTEMBER 20, 2019

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. Build a knowledge base. Implement gamification. Service Level. Enter gamification. Optimize call routing.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Noble Systems

SEPTEMBER 20, 2019

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. Build a knowledge base. Implement gamification. Service Level. Enter gamification. Optimize call routing.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Fonolo

NOVEMBER 17, 2020

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. Why Gamification Matters. Customer Service Goes Mobile. 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. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

inSided

OCTOBER 2, 2019

Here customers respond to 40% of community questions, which can greatly benefit your support team while improving self-service levels and the overall user experience. Think of a knowledge base as home for both company-created Customer Success content and the best answers from your online community. What's not to love?

Self service 67

Self service B2B SaaS Gamification 67

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

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Common Knowledge Base Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40