Remove 2022 Remove Abandon Rate Remove Gamification Remove Interaction
article thumbnail

The Top 4 Contact Center Trends To Boost Performance And CX

Playvox

Synchronous engagement channels include: Voice Live chat Video chat Real-time messaging In an asynchronous channel, people interact without concurrently engaging in an active conversation. Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations.

article thumbnail

Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level. Why do metrics matter?