DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. The benefits of gamification solutions go far beyond the crucial need to enhance employee engagement.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Outsource Consultants

FEBRUARY 22, 2021

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. But to truly succeed, call centers need to empower supervisors with training to support their agents. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work.

Call Center 76

Call Center Gamification Coaching Morale 76

Aspect

SEPTEMBER 21, 2018

Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at home agent. Define the Home Office. Coaching requires interactive tools and discipline.

At home agents 78

At home agents Coaching Gamification Metrics 78

Outsource Consultants

AUGUST 3, 2020

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Serenova

JUNE 6, 2019

Not only does it mean better CX, but it creates a more meaningful and rewarding work experience for the agent, which keeps agents engaged and productive. Support and Collaboration of Remote Agents. The group also had questions related to support and collaboration for remote contact center agents.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. 2017 Key Metric Success.

Contact Center 40

Contact Center Technology Gamification call center workforce 40