Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Friendly competition engages agents and motivates them to continually improve. Speech analytics. Gamification. Gamification uses game mechanics to make training more fun.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

DMG Consulting

JANUARY 10, 2022

Many of the applications that comprise these suites (See Figure 1) should be rolled out to employees in all departments that are part of the customer journey. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

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

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. You can pair this with gamification that encourages learning. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Storyline: Gamification. Why Gamification Matters.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

MARCH 12, 2023

By using AI-enabled text analytics, contact centers can quickly identify and resolve customer issues, leading to increased efficiency and improved customer satisfaction. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Is the performance of employees consistent across time? And how does the performance of individual employees change over time?

Gamification 45

Gamification Management Analytics Metrics 45

Monet Software

APRIL 24, 2020

Remote workforce managers don’t have the ability to “feel” when their team is firing on all cylinders, but real-time analytics and live and recorded call monitoring can more than fill the gap. This will usually include formal QM training sessions, upskilling coursework and micro-coaching. Manage to the Metrics. Next Steps.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. You can pair this with gamification that encourages learning. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. A low NPS score could come from a caller who experienced wonderful agent engagement but didn’t get their issue resolved.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Noble Systems

MARCH 19, 2021

Popular monitoring modes include listen only, in which the agent may not even know they are being observed, and coach monitoring. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager. Real-time Insights and Analytics. Managers can listen to an agent’s call in real-time.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

APRIL 27, 2023

Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Making a typically repetitive and stressful job more fun, engaging, and rewarding is a smart path to employee engagement.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Gamification. What are the Benefits of using a WFO Solution? WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

JustCall

AUGUST 10, 2022

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Live call coaching, recording, transcripts, and swift closure of deals with call intelligence. Alt-Text: Aircall Analytics. Multi-level IVR with automatic call distribution based on requisite filters.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

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

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Call recording – Record and monitor agent calls to improve quality and performance.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. The ONE Awards celebrate customers finding innovative ways to meet growing customer and workforce demands, improve employee engagement and satisfaction, and ultimately enrich human interactions with their brand.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16