Coaching Course Gamification Quality management 
Playvox
NOVEMBER 16, 2021
A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. Sweaty Betty turned to Playvox to quickly implement, launch, and scale its contact center quality management software. Empowerment.
Playvox
MARCH 27, 2023
This could include a combination of classroom training, on-the-job training, learning courses , and workshops. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. We will delve deeper into both of these points later in this article.
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DMG Consulting
JANUARY 8, 2018
Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. periods of low volume) to minimize customer and contact center impacts.
Playvox
MARCH 21, 2024
Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. Along with training, it is important to provide timely coaching to your agents.
Aspect
SEPTEMBER 21, 2018
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. There are three categories of training to consider: onboarding, ongoing training, and coaching. Implement effective online training.
Playvox
APRIL 5, 2022
Of course, getting to this point is a journey, and taking the first steps towards improvement can be intimidating. Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. You’ll then enjoy a sustainable competitive advantage. How to Select the Right WEM Solution for Your Contact Center.
Serenova
JUNE 5, 2020
Know what’s going on at all times to improve real-time coaching and solve issues as they occur throughout the day. You can help combat this by dialing up feedback with quality management tools. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks.
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