2022 Abandon rate Gamification 
Fonolo
NOVEMBER 23, 2021
Contact Center Trends: Industry Predictions for 2022. That means making training more interactive and potentially using gamification tactics in your program. Or, you might share a few metrics like FCR or abandon rate before and after your team uses Fonolo’s Voice Call-Backs ! Use a buddy system. .
Fonolo
DECEMBER 13, 2022
Specific: “Agent X aims to improve their first-call resolution rate from 37% to 55%, from October 2022 to March 2023.” Time-based: October 2022 to February 2023 is a clear timeline. . Experiment with gamification. . Agent dissatisfaction: Keep your eye on your attrition rate (turnover rate) and absenteeism. .
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OctopusTech
SEPTEMBER 29, 2022
For example – If the result in software shows a high call abandonment rate, the company can hire more representatives to reduce the long holding or waiting times. . It has a gamification approach where your team members can collect rewards after the completion of tasks so that they can work and grow with fun.
Playvox
APRIL 27, 2023
Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. Gamification can contribute to a better agent experience by breaking up the daily routine while promoting collaboration and a deeper sense of community within the team.
Playvox
JUNE 22, 2023
Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Put in place callback options during peak time periods to reduce wait times and call abandonment rates.
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