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Conversely, 54% of the survey respondents who received good customer service used or purchased more services or products from the company, and 67% recommended the company to others. That’s why it’s so important to have a callcenter QA program in place. 6) Use Gamification.
In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. The Cost Per Contact refers to the expenses related to running a contact center (i.e., A 2016 survey by CallCenter Helper shared that 62.7%
Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. While much has changed in the last decade, one storyline will remain constant: Contact center teams will continue to face surges in call volume bravely.
Centralizing And Democratizing Customer Data to Enable Better Coordination between Virtual CallCenter Agents Intra-organization coordination is extremely important, as the same Invoca survey mentioned above revealed that 53% of the consumers needed to repeat the same set of information to different callcenter agents to get their query resolved!
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