Outsource Consultants

FEBRUARY 27, 2025

Speech analytics software now detects customer sentiment in real-time, allowing supervisors to intervene in challenging calls promptly. This proactive approach has led to improvements in first-call resolution rates for many Indian call centers. What are the key metrics Indian call centers focus on?

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. A study recently conducted by Aberdeen indicated that companies using AI show 2.5 Expand Digital Capabilities.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Outsource Consultants

JANUARY 13, 2025

A study by the Brandon Hall Group found that companies using video-based learning achieve 50% faster productivity gains compared to those that don’t. A study by MentorcliQ found that mentoring programs boost employee retention by 50% and increase productivity by 64%. Design your gamification strategy carefully.

Call Center 67

Call Center Management Gamification call center software 67

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

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. A study recently conducted by Aberdeen indicated that companies using AI show 2.5 Expand Digital Capabilities.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

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. According to a Gallup study , high employee engagement leads to higher customer engagement, lower employee turnover, and 21% higher profitability.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NobelBiz

MARCH 31, 2022

When you’re running a call center, it can be difficult to know how to define success. One way to think about it is First Call Resolution or FCR. The more problems you can solve for a client in a single call, the better. There are entire books written on this subject—it’s a whole field of study!

First call resolution 52

First call resolution Call Center Gamification Metrics 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). One way to tackle these agent-related issues is by introducing gamification into the contact center workflow.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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

Tenfold - Contact Center Blog

JULY 9, 2018

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. Not only is this crucial to achieving high CSAT scores , a lower ASA lowers the occurrence of abandoned calls while increasing the First Call Resolution rate.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

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

Hodusoft

AUGUST 9, 2023

As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations). Business owners or senior management team access and study their data whenever they want just by logging into their computer system, without any interference from others.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Fonolo

NOVEMBER 17, 2020

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. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Why Gamification Matters.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176