Playvox

FEBRUARY 20, 2024

And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MARCH 12, 2024

When employees are motivated intrinsically, they are more likely to be passionate about their work and go above and beyond to meet their goals. Many of Playvox’s customers leverage tools like gamification to motivate their teams. Start by conducting 1-on-1 meetings to understand their professional goals and motivations.

Morale 78

Morale Gamification Contact Center Quality management 78

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. 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.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

APRIL 18, 2023

ACDs are critical in contact centers, as they assist in meeting the goals and objectives of your business. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. One way to tackle these agent-related issues is by introducing gamification into the contact center workflow.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Customer Service Life

JUNE 17, 2019

Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most. Calibrate with all scorers. Quality calibration is a process by which all reviewers ensure alignment on the way they grade customer interactions. Permissions and access.

Calibration 63

Calibration Quality calibration Contact Center Gamification 63

Playvox

SEPTEMBER 20, 2023

Companies began by creating checklists to ensure agents were meeting all requirements on calls. QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. QA analyzes problems after they happen.

Quality management 52

Quality management Coaching Contact Center Calibration 52