Call Design

OCTOBER 30, 2019

On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite). Here are 3 of the best ways gamification is used to drive agent engagement in contact centres.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Call Design

OCTOBER 30, 2019

On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite). Here are 3 of the best ways gamification is used to drive agent engagement in contact centres.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Fonolo

JANUARY 31, 2023

Involve your employees in data collection and analytics. Use incentives and gamification Call center training material can get pretty dry. Add a few gamification elements and your call center will be singing. Or, you might share a few metrics like FCR or abandon rate before and after your team uses Fonolo’s Voice Call-Backs!

Call Center 141

Call Center Contact Center Coaching Gamification 141

Outsource Consultants

JANUARY 27, 2025

Strategies to Improve Customer Satisfaction KPIs: Clearly define each metric and establish benchmarks. Use AI-powered analytics to track and enhance customer interactions. Benchmark: Many organizations aim for an AHT of 480 seconds (8 minutes), depending on industry standards. Use AI-driven analytics to identify bottlenecks.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

ProProfs Blog

AUGUST 6, 2021

Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Best employee engagement software has an option to analyze survey responses via advanced AI analytics. Integrate with 3rd party tools like google analytics, intercom, slack, salesforce, and more.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Outsource Consultants

FEBRUARY 5, 2025

Access to Advanced Technology Many outsourced providers leverage AI-driven tools such as predictive dialers and speech analytics to increase efficiency. Set realistic targets based on industry benchmarks and your business objectives. Consider speech analytics tools to automate part of this process. sales, appointments).

outsourcing 67

outsourcing Call Center Sales Gamification 67

Fonolo

JUNE 17, 2015

Use incentives and gamification. Use speech analytics to identify training needs. On top of that, each new employee should have a benchmark assessment during a one-on-one session (we’d suggest on live calls) to highlight areas where they need to improve from the start. Use incentives and gamification.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Cincom

MARCH 6, 2025

Marketplaces & Third-Party Sellers: May introduce dynamic pricing based on demand fluctuations and competitor benchmarking. Gamification & Incentives : Introduce a gamified learning approach where sales reps earn rewards for mastering CPQ features, boosting adoption and engagement.

Automotive 40

Automotive Revenue potential CRM Sales 40

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. Speech analytics software now detects customer sentiment in real-time, allowing supervisors to intervene in challenging calls promptly. This approach improves agent performance significantly. (It’s

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Cincom

JANUARY 31, 2025

2- Data-Driven Strategies Data being a strategic asset in the digital age, successful organizations leverage big data analytics to understand customer behavior, predict market trends, and optimize operations. For instance, predictive analytics in retail can forecast demand patterns, ensuring optimal inventory levels.

CRM 40

CRM Analytics Automotive Technology 40

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. Speech analytics tools can screen 100% of recorded calls to identify common issues and individual calls that need further attention.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Magazine

AUGUST 5, 2021

Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home. It’s the perfect time to step up your staff engagement programme and consider simplification from a human point of view.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Balto

OCTOBER 20, 2022

For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. 6) Use Gamification. Get Real-Time Quality Assurance Analytics for Your Organization.

Best practices 52

Best practices Call Center Gamification Coaching 52

VHT

OCTOBER 18, 2018

A KMS working in contact with data analytics will pop other useful information to agents as they talk with customers. A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5 They can also access customer history, account information and product lists to personalize service or offer upsells.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Balto

SEPTEMBER 26, 2024

Regular reviews ensure that quality benchmarks are being met and provide valuable feedback for continuous improvement in customer interactions. With the advent of advanced analytics, artificial intelligence, and machine learning, quality assurance has evolved into a data-driven discipline. Solution: Leverage technology for efficiency.

Call Center 52

Call Center Coaching Morale Calibration 52

JustCall

AUGUST 10, 2022

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Alt-Text: Aircall Analytics. Advanced analytics : The data visualization and analytics feature make it easy to present your team’s results and make real-time decisions. Image Source. Aircall Pricing Plans.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

JustCall

MARCH 9, 2023

Call Recording and Analytics Software Call recordings are analyzed for important moments that indicate whether reps are following or deviating from their call plan/script. You can compare your reps’ performance with industry benchmarks across industries and roles. The best part is that these calls don’t even have to be from your team.

Coaching 52

Coaching Sales Chatbots Analytics 52

aircall

MARCH 22, 2021

Here’s a brief look at some of the best small business tools for startups : Cloud-based phone system with dashboard analytics – This lets you set up toll-free and international numbers for a local presence, cut down on startup expenses by setting up a virtual call center, and much more.

CRM 62

CRM voip Sales APIs 62

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

MARCH 23, 2022

Ask the provider the right questions If the contact center solution provider is willing to provide detailed benchmark information, see what they include. What analytics do you offer? There is no limit to how automation could be helpful, especially when you factor in metrics like agent efficiency and cross-selling.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Why Gamification Matters. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

JANUARY 18, 2025

Key Focus Areas: Setting KPIs and performance benchmarks. Leveraging analytics to refine scheduling models. Use gamification, leaderboards, and rewards to keep agents motivated and invested. Call center software, for example, can help to automate tasks such as call routing, call recording, and call analytics.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Key Focus Areas: Setting KPIs and performance benchmarks. Leveraging analytics to refine scheduling models. Use gamification, leaderboards, and rewards to keep agents motivated and invested. Call center software, for example, can help to automate tasks such as call routing, call recording, and call analytics.

Best practices 52

Best practices Call Center Metrics Management 52