Noble Systems

JULY 24, 2020

Workforce Management (WFM) is the art of having the right number of skilled people, and supporting resources, in the right place at the right time to meet the desired service levels for an accurately forecasted workload. GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers.

Call Center 87

Call Center Technology Gamification Analytics 87

Callminer

APRIL 24, 2020

The metrics you should prioritize are those which measure service level, call resolution, average handle time, agent schedule adherence, call abandonment, average hold time, and call abandonment. Agents should also be involved in the creation of call scripts – it is the agents, after all, who are closest to the customer.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Noble Systems

APRIL 21, 2020

Agent Desktop with Call Center Scripting – Allows supervisors to create scripts and workflows for agents to use when taking calls, to ensure consistency and quality, and to control what information is displayed on the agent screen.

call center software 80

call center software Call Center Technology Contact center software 80

Noble Systems

SEPTEMBER 29, 2020

Gamification. Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

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

Noble Systems

AUGUST 27, 2020

Call scripts and unified workflows to lead agents/rep through a call, with the ability to push customer information from the CRM to the agent screen. Omnichannel contacts for multiple channels , to support the growing consumer demand for services via chat, email, text, and social media.

Telemarketing 53

Telemarketing Call Center Gamification Contact center software 53

Noble Systems

MARCH 19, 2021

This includes dashboards that show real-time agent, queue, and service status and the ability to drill-down to a specific agent, line, or queue, or even to the call level. they can make sure agents are on task, service levels are being met, and performance is on target to achieve KPI goals. Call Recording and Monitoring.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98