CCNG

SEPTEMBER 27, 2023

This causes longer average speed of answer and higher abandonment rates. Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk.

Management 195

Management Average Handle Time Self service CCNG 195

Fonolo

MAY 4, 2021

Investing in training and re-training your agents and expanding the knowledge base of existing contact center staff will result in fewer costly mistakes, an increase in the number of calls an individual agent can handle in a shift, faster resolutions, and an overall positive impact on your call center metrics.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

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. Abandon Rate. Enter gamification. Optimize call routing.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Outsource Consultants

SEPTEMBER 14, 2021

Decreased call abandonment rates and total call time (by eliminating call holds). Here’s what you can do now: Knowledge Base: Consider implementing a central source of truth to assist your agents across common customer queries. Build resources within your knowledge base for fast and simple reference.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

JANUARY 31, 2023

These profiles help expand your call center agents’ knowledge base and give them the information they need to effectively manage customer complaints and resolutions. A shared company knowledge base is a great choice. Use incentives and gamification Call center training material can get pretty dry.

Call Center 141

Call Center Contact Center Coaching Gamification 141

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. Abandon Rate. Enter gamification. Optimize call routing.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

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