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. Performance management is a practice and culture that applies to individuals, teams and departments.

Gamification 45

Gamification Management Analytics Metrics 45

Call Design

OCTOBER 30, 2019

What contact centre managers have realised is that their investment in training and development, along with employee satisfaction and engagement, is the best investment they could ever make. According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Call Design

OCTOBER 30, 2019

What contact centre managers have realised is that their investment in training and development, along with employee satisfaction and engagement, is the best investment they could ever make. According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

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. of interactions. Social Media ?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Serenova

MARCH 31, 2020

One of those features, CxEngage Scoreboard, provides contact center supervisors with a tool to effectively manage a remote workforce by keeping agents focused and engaged. The analytics provide agents with a sense of control over their environment and make them feel more secure about the future and their own contributions.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

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

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. It’s time for this to translate into lasting improved treatment for contact center employees.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Noble Systems

APRIL 21, 2020

A call center is a centralized site that is equipped to manage a large volume of customer contacts – both incoming and outgoing – for an organization. Equally important is the call center software used to manage all of those contacts. Top 10 Most-Used Call Center Software Features.

call center software 80

call center software Call Center Technology Contact center software 80

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Noble Systems

SEPTEMBER 3, 2019

When companies require agents to work even more hours than originally scheduled, managers are just adding to the strain. Workforce Management (WFM) systems automate the process which results in more accurate forecasting and scheduling. Friendly competition engages agents and motivates them to continually improve. Gamification.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Still have questions about call center training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

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. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

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

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

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Noble Systems

MARCH 19, 2021

This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Call Center Software for SMB.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. Knowledge Management Systems. A KMS working in contact with data analytics will pop other useful information to agents as they talk with customers.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Noble Systems

AUGUST 1, 2019

When contact center agents are stressed out, they can become frustrated, develop a cynical attitude toward co-workers and managers. In more extreme cases, they can blow things out of proportion and cause conflicts with other agents and managers. Gamification can motivate agents and keep them engaged, productive and happy.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Serenova

JULY 7, 2020

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. Equip managers and supervisors with regular insights on performance. Empower agents with customized training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

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

Serenova

JULY 7, 2020

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. Equip managers and supervisors with regular insights on performance. Empower agents with customized training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Luke was also awarded Victorian Contact Centre Manager of the year 2013. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. At the same time, it is also what most companies are missing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

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. They need a more sophisticated approach to workforce management. Make changes based on these actionable insights.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? WFM is a set of processes that helps optimize employee productivity. But what makes WFO different from WFM? Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Fonolo

DECEMBER 13, 2022

You have tons of project management software to help you keep things organized — from Asana to monday.com. Managers . Offering agent engagement surveys and incentives for completing them. . Step #4: Invest in Employee Engagement . 4 Practical Ways to Drive Agent Engagement. Call center agents .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Noble Systems

MAY 18, 2017

A growing trend with employers is modifying their traditional approach with how they are managing their workforce. By example, this new frontier of employee demands why most of the call centers’ agent onboarding and ongoing training curriculum needs to be modulated accordingly. Let them touch it!

Call Center 40

Call Center Finance Education Technology 40

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Episode management. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Noble Systems

JULY 24, 2020

Analytics solutions and information-based decision making are becoming prevalent. ACCOUNT OWNERSHIP & MANAGEMENT Improves Relationship Building. SPEECH ANALYTICS with Data Mining, Analysis & Evaluations. Speech Analytics is one of the collection industry’s fastest growing market segments.

Call Center 87

Call Center Technology Gamification Analytics 87

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). 3 Ways to Empower Employees With a Little Help From the Cloud. Success begins with a smarter approach to Workforce Engagement Management (WEM).

Gamification 52

Gamification Analytics Employee engagement Quality management 52

JustCall

AUGUST 10, 2022

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Alt-Text: Aircall Analytics. Advanced analytics : The data visualization and analytics feature make it easy to present your team’s results and make real-time decisions. Image Source. Aircall Pricing Plans.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Aspect

JANUARY 21, 2019

Here are a few examples: Software tools that use advanced human-computer interface techniques: As seen in modern UIs, graphical icon and widget-based dashboards show employees exactly what they need to know at a glance.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time. Call recording – Record and monitor agent calls to improve quality and performance.

voip 52

voip Interactive Voice Response APIs Contact Center 52