2022 Coaching Gamification Metrics 
CCNG
JUNE 8, 2022
If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. Gamification solutions that engage agents and align/reinforce performance targets ?
Playvox
FEBRUARY 13, 2024
A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Consider allowing high-performing agents to coach peers.
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3CLogic
JANUARY 5, 2022
Let’s review what happened over the last year to see what lies ahead for 2022. While tactics like gamification or offering incentives can help encourage retention to a certain extent, there are more effective methods to keeping your talented agents on board: Providing effective and thorough training. Providing individualized coaching.
Fonolo
NOVEMBER 23, 2021
Contact Center Trends: Industry Predictions for 2022. That means making training more interactive and potentially using gamification tactics in your program. Take this approach one step further by coaching your veteran agents on setting a positive tone and building a friendly mentor-mentee relationship with your new hire.
NobelBiz
APRIL 18, 2023
As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.
Playvox
NOVEMBER 15, 2022
Coach And Develop Your Customer Service And Support Team. In any support center, team leaders and supervisors have an essential role to play: coaching and developing agents so that they can become even more efficient and effective. Related Article: Five Coaching Tips For Contact Center Agents that Work. Automate Reports.
COPC
JANUARY 15, 2024
Lack of Manager Support Coaching is an integral part of an effective onboarding process. The gap decreased from a nine-point difference in 2021 (70% vs. 61%) to an eight-point difference in 2022 and further to a five-point difference in 2023. As they develop, managers can introduce metrics related to quality and efficiency.
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