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17 Surprising Stats About Call Centers

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Gamification is the future of employee engagement and attrition for the call center. The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. The longest customer service call on record is held by Zappos employee Steven Weinstein with a call lasting 10 hours and 43 minutes.

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Contact Center Trends 2021: The CX Watershed

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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. Mobile Reach by NICE.