DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Playvox

MARCH 12, 2023

Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Aspect

SEPTEMBER 21, 2018

Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

NICE inContact

JULY 25, 2019

Challenges can consistently be given through gamification tools. 5) Provide Coaching. Offering a mentor or coach is crucial to keeping your agents around. It doesn’t have to be a time-consuming task either, you can unify coaching capabilities via powerful performance management. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

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 Schedule adherence 43

Customer Centric Support

SEPTEMBER 1, 2016

Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. As Petra Coaching says, “A players will not play with C players for long.” 3 – Polarizing Quality Management. See “ A Promise of Positivity ” for more on this topic. Collaboration Detractor No.

Customer Service 48

Customer Service Gamification Quality management Customer centricity 48

Serenova

JUNE 6, 2019

Quality management solutions allow you to monitor agent interactions with customers wherever they are. You can use the insights from agent performance to address issues your agents may have that impact call quality and CX. Based on agent scores, contact center supervisors can provide instant coaching and feedback.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

OCTOBER 12, 2022

What are Best Practices for Managing Remote Contact Center Agents? and Canadian contact center employees, these six management best practices will boost remote agent engagement and up your team’s customer experience game, both of which are critical to long-term success.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

FEBRUARY 22, 2023

Select a solution that can communicate and be integrated with your call management software and CRM. Enhance your Knowledge Base with a chapter devoted to remote work and best practices, which includes all of the methods, rules, and solutions to particular telecommuting queries.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

Select a solution that can communicate and be integrated with your call management software and CRM. Enhance your Knowledge Base with a chapter devoted to remote work and best practices, which includes all of the methods, rules, and solutions to particular telecommuting queries.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Gamification. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345