Fonolo

JANUARY 29, 2019

billion in 2017 to USD 93 billion by 2022! 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 global cloud-based contact center market is expected to grow from (what was) USD 6.80

Call Center 85

Call Center Airlines Contact Center Self service 85

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. 2017-11-22T14:53:16+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Taylor Reach Group

DECEMBER 21, 2017

Set aside time to consider 2017. A step-up is to put the stats into a spreadsheet, allowing supervisors to see their own teams and patterns of performance and rolling up to the department and company level. It’s easy to cancel meetings when service levels are being missed, but it’s a high price to pay. If not, why not?

Coaching 54

Coaching Gamification Feedback Personalization 54

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. Which Topics Are Most Important for Your Customer Service Department in 2017?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 19, 2019

Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. Top 10 OnHoldWith Offenders this Quarter (2017). 4 Pitfalls When Measuring Occupancy Rate.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62