teleopti

APRIL 30, 2019

We have found to achieve this, people need to work in a positive environment where they can continue to grow, remain engaged and be productive. However, the reality is many companies are experiencing a crisis of employee engagement and are simply not aware of it. Learn how to power employee engagement with WFM.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Gamification.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Call Design

SEPTEMBER 9, 2021

Incorporating industry best practice and key milestones is key, along with the continual updating and development of the plan to suit changing business environments and new ways of thinking. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

OctopusTech

MARCH 1, 2023

Best Practices For Effective Inbound Calls Strategy 1. 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.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Vonage

FEBRUARY 7, 2017

Ignoring employee engagement. Satisfaction levels among customer service staff are notoriously low – indeed, according to one survey of 200,000 employees, it was found that customer-facing staff had significantly lower levels of engagement than those in executive positions. Getting the tone wrong.

Interactive Voice Response 48

Interactive Voice Response Customer Service Gamification Cloud contact 48

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. Improves employee morale. Sustains employee engagement.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. Improves employee morale. Sustains employee engagement.

Gamification 47

Gamification Feedback Morale Employee engagement 47

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

Noble Systems

SEPTEMBER 8, 2020

This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes. Communicate often and clearly to employees and customers. Your employees are used to in-person contact with managers and other team members.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

SEPTEMBER 29, 2020

Gamification. The Workforce Optimization software suite from Noble includes all of the tools a contact center needs to run an efficient operation, manage employees and resources, and deliver a better customer experience – helping you gain a competitive advantage in today’s high-demand consumer landscape. WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86

JustCall

NOVEMBER 16, 2022

Not all employees are under one roof; thus, eLearning For Call Center Agents promotes educating employees who are working from home and inculcates learning by doing. Using focused, interactive, and game-based eLearning techniques, you can keep employees engaged regardless of role, managerial position, years of experience, or skill set.

Call Center 52

Call Center Consulting Consulting Education 52