Noble Systems

JULY 24, 2020

Self-service tools are growing in popularity and functionality. Analytics solutions and information-based decision making are becoming prevalent. 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

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.

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

APRIL 21, 2020

Quality Monitoring – The ability to monitor and manage resources and service levels, observe agent activities and calls, and view system activities, phone lines, and queues. Real-Time Speech Analytics (RTSA) provides real-time screening, as calls are in progress, for more proactive services.

call center software 80

call center software Call Center Technology Contact center software 80

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Noble Systems

SEPTEMBER 3, 2019

They also allow you to build greater flexibility into the schedule so that you can easily vary start times, break times and end times to satisfy agents while ensuring optimum service levels. Friendly competition engages agents and motivates them to continually improve. Speech analytics. Gamification.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Storyline: Gamification. Why Gamification Matters. Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62