Analytics Employee engagement Gamification Schedule adherence 
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. This may help them with benchmarking and goal setting.
Noble Systems
AUGUST 1, 2019
If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout. Workforce Management solutions can produce more accurate forecasts and schedules, taking several factors into consideration that can alleviate stress on agents. Decline in productivity.
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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.
Noble Systems
MARCH 19, 2021
Real-time Insights and Analytics. Data and speech analytics tools can provide even more insight into their contact centers for small businesses that organizations can turn into actionable intelligence. Features include a range of tools we’ve talked about already, such as call recording, speech analytics, and performance management.
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. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Workforce Management.
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