Analytics Gamification Schedule adherence Wait times 
OctopusTech
MARCH 1, 2023
We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Speech analytics tools can screen 100% of recorded calls to identify common issues and individual calls that need further attention.
Noble Systems
APRIL 21, 2020
VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. SIP-compatible softphones enable managers to monitor agents remotely. Create and implement a staff training plan.
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Talkdesk
JULY 16, 2019
Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Fortunately, call center AI technologies such as real-time speech analytics are available for today’s call center.
Playvox
JUNE 22, 2023
Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Put in place callback options during peak time periods to reduce wait times and call abandonment rates.
Tenfold - Contact Center Blog
JULY 9, 2018
In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. By deploying reliable call center analytics software, performance-based results can be accurately measured. Agent Schedule Adherence & Agent Attrition Rate.
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