Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals. Workforce Management.

Management 86

Management Gamification Quality management Schedule adherence 86

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Call review and coaching sessions contribute to team building. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Verint

FEBRUARY 10, 2016

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27