TeleDirect

APRIL 7, 2025

Use Metrics to Evaluate Training Effectiveness Track KPIs like first-call resolution, customer satisfaction (CSAT), and average handling time (AHT) to assess performance improvements. To truly succeed, call centers must foster a culture of learning and continuous improvement.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Fonolo

DECEMBER 13, 2022

This form of employee development could measure and aim to improve agent-specific KPIs like: . First-call resolution: The ability to resolve customer issues in a single call is a great KPI to monitor for agents. Measurable: First-call resolution is a KPI you can identify with a simple calculation.

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

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. Over time, agents learn the best responses for the most common situations. Scripting to facilitate conversations.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Balto

NOVEMBER 2, 2022

By communicating regularly with your call center employees, you’ll be able to increase employee engagement. Motivation is also essential to the success of your call center. In addition, gamification is another excellent way to help keep employees motivated. First Call Resolution (FCR) Rates.

Call Center 52

Call Center Management Gamification Average Handle Time 52

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). According to CXtoday , around 60 percent of contact centers believe the cloud has increased employee engagement and job satisfaction.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 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. Over time, agents learn the best responses for the most common situations. Scripting to facilitate conversations.

Call Center 52

Call Center Scripts contact center solutions Coaching 52