Fonolo

JANUARY 31, 2023

Include workshops and group activities as much as possible! As part of your formal training plan, schedule time to send staff to conventions, classes, and workshops. Many contemporary call center software products monitor agents’ performance and help identify problem areas and time wasters. The format is up to you.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

JUNE 17, 2015

Use incentives and gamification. Use speech analytics to identify training needs. This includes workshops and group activities too — and we’d encourage you to incorporate these as much as possible! Use incentives and gamification. Add a few gamification elements and your call center will be singing.

Call Center 96

Call Center Gamification Coaching Contact Center 96