NICE inContact

NOVEMBER 6, 2018

You manage employees in an industry that has one of the highest turnover rates out there. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

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

Expivia

JULY 21, 2021

Advanced Analytics Software. Every world-class call center should invest in analytics technology. This tool truly raises the quality of your contact center. Call analytics software changes the game in how you view each call. Workforce Management Software. Gamification. It should be a helpful addition.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. I’ve managed and created large thermometer team games, car races, horse races, etc. Follow the leader: LinkedIn | Twitter.

Gamification 180

Gamification Best practices Contact Center Metrics 180

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. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer.

Management 86

Management Gamification Quality management Schedule adherence 86

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

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

Playvox

JUNE 22, 2023

Three Ways To Improve Agent Performance Metrics Contact center managers should provide additional agent training. Incorporate gamification and other engagement tactics to boost retention of content. Develop and enhance your knowledge base and resources available to agents to help them better resolve customer questions and challenges.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

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