Fonolo

DECEMBER 13, 2022

First-call resolution: The ability to resolve customer issues in a single call is a great KPI to monitor for agents. Specific: “Agent X aims to improve their first-call resolution rate from 37% to 55%, from October 2022 to March 2023.” Experiment with gamification. . What are SMART goals?

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Calabrio

FEBRUARY 27, 2025

Measuring Call Center Agent Performance: Key Agent Productivity Metrics While overall contact center productivity is important to track as well, it’s the performance of your agents that ultimately drives results. Book a demo to see how these tools can help you increase contact center productivity in 2025 and beyond.

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Call Center Metrics Gamification Contact Center 52

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. This is one of the effective call center training ideas. The stakes have never been higher.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Fonolo

DECEMBER 6, 2022

FCR: First-call resolution speaks to your call center’s efficiency. Use incentives and gamification . 7 Professional Development Goals for Call Center Agents. Developing a call center strategy takes planning and perseverance. In our next blog, we’ll spell out a full call center development plan!

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Calabrio

MARCH 4, 2025

Agents have a 360-degree view of the customer journey, reducing handling time and improving first-call resolution. But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact.

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Contact Center Contact center software Multichannel APIs 52

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. You can pair this with gamification that encourages learning. Serenova simplifies every aspect of the customer experience to make life easier for contact center leaders their customers and call center staff.

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Call Center Scripts contact center solutions Coaching 96

Balto

NOVEMBER 2, 2022

Motivation is also essential to the success of your call center. In addition, gamification is another excellent way to help keep employees motivated. With gamification, you can use leaderboards, challenges, and games to reward your team and allow them to enjoy some friendly competition across the group.

Call Center 52

Call Center Management Gamification Average Handle Time 52