First call resolution Gamification Workshop 
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.
Callminer
APRIL 21, 2020
Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. There are many different leadership activities I have done in the call center industry…”. I used to work as a call center trainer.
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NobelBiz
MAY 9, 2023
In this blog post, we’ll delve into the world of call center dialer optimization, discussing various dialing strategies, common pitfalls, and how to effectively optimize your call center operations for maximum efficiency. Gamification is one of the most effective training methods that fosters both loyalty and efficiency.
Outsource Consultants
MARCH 4, 2025
They implement microlearning platforms that deliver bite-sized lessons to agents between calls. One leading Manila call center reported a 28% improvement in first-call resolution rates after implementing a microlearning program focused on problem-solving skills. How do Manila call centers train their agents?
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.
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