NobelBiz
FEBRUARY 27, 2024
Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. Use gamification as part of training Incorporate game-like elements in training programs to increase engagement and motivation.
Playvox
APRIL 5, 2022
High scores on key metrics are the first measures of a high performance contact center. These include cost and efficiency metrics, such as first contact resolution (FCR) and average handle time (AHT). While metrics are important to track, it’s important to keep in mind that they represent a snapshot in time.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Talkdesk
JULY 16, 2019
Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service.
Playvox
JUNE 22, 2023
Net Promoter Score (NPS) Net Promoter Score, also known as NPS, is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. For synchronous contacts, this includes hold times, transfers, and after-call work.
NobelBiz
AUGUST 28, 2023
Speaking of customers, their satisfaction, while seemingly intangible, can be quantified through metrics like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Check out our free, on-demand Contact Center Gamification Workshop. Tired of agent turnover and engagement woes?
Expert insights. Personalized for you.
105 
Let's personalize your content