CSM Magazine

JANUARY 25, 2023

Get the foundations right —start by tackling the major stress triggers in your contact centre when the calls flood in from customers wanting to return or exchange their gifts. Inspire and motivate team members through gamification, offering rewards to those who share their successes and learning with others. Don’t know what they are?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM).

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) ANALYTICS RECEIVES AN ENCORE. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. 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

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. Gamification. The Noble Workforce Optimization Suite. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies.

Management 86

Management Gamification Quality management Schedule adherence 86

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