Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Luckily, there is: its called contact center gamification. Table of Contents: What is Contact Center Gamification?

Gamification 52

Gamification Contact Center Call Center Metrics 52

Outsource Consultants

JANUARY 27, 2025

Strategies to Improve Customer Satisfaction KPIs: Clearly define each metric and establish benchmarks. Benchmark: Many organizations aim for an AHT of 480 seconds (8 minutes), depending on industry standards. Industry Standard: The 80/20 rule (80% of calls answered within 20 seconds) is a common benchmark.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Serenova

JUNE 5, 2020

It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks. Gamification options can also promote a stronger feeling of community. Forecasting.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. This has resulted in improvements in schedule adherence and operational costs for many centers. Some centers have adopted gamification techniques to make product training more engaging.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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. This may help them with benchmarking and goal setting. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 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