Outsource Consultants

SEPTEMBER 14, 2021

Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. Make It Fun: Whether through big changes (like gamification software) or smaller initiatives (like reward contests), look for opportunities to increase agent morale.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. Despite advancements in call-back technology, telecom, airlines, and retailers are among some of the worst offenders for putting customers on hold, and not offering call-backs. That’s a whopping 25.2% Read more about why here. Call backs anyone?

Call Center 85

Call Center Airlines Contact Center Self service 85

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Luke has over 13 years of expertise across the Superannuation retail, outsourcing and profit-to-member sectors. Luke Jamieson | Head of Service Centre at First State Super.

Transportation 40

Transportation Government Multichannel Consulting 40