Remove Analytics Remove Course Remove Gamification Remove Quality management
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How can we improve our contact center coaching?

DMG Consulting

Coaching methods range from manual activities performed by supervisors, such as whisper coaching or internal chat during live monitoring sessions, to automated capabilities supported by speech, text and desktop analytics solutions.

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Work from home programs are no longer a reward system

Aspect

If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed. Coaching sessions should be mandatory and based on a predefined number over the course of a month. Implement effective online training.

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Better Together (Blog#3)

Enghouse Interactive

Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Throughout the course of this blog series, we’ve explored how successful companies think differently.

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE.

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Top 10 Ways To Boost Contact Center Efficiency & Productivity

Playvox

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. I can attest to the effectiveness of gamification in boosting agent productivity.