Vonage

JANUARY 20, 2016

Some, like Five9, offer third party plug-in applications that redact credit card information from call recordings after the call. You might then want to be able drill down and listen to the calls to understand why it took multiple interactions to resolve an issue and take corrective action, for example offering agent training.

CRM 120

CRM Sales Gamification Call Center 120

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

APRIL 18, 2022

Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work. Data such as average call handling time and initial call resolution rates can be used by call center managers to track individual development.

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

MARCH 23, 2022

There is no limit to how automation could be helpful, especially when you factor in metrics like agent efficiency and cross-selling. If you want to use capabilities like call recording, you’ll need a lot of storage space. If you know how to use your metrics, you can easily identify your strengths and weaknesses to improve.

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52