Best practices Call Center contact center workforce Gamification 
Noble Systems
APRIL 14, 2021
What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.
Fonolo
OCTOBER 3, 2018
Being a contact center agent, particularly if you are in a call center, is mentally taxing work, and can certainly take its toll if support, either managerial or psychological, is unavailable to you. Contact centers are expensive, it’s true. Call Center 101: The Golden Rules of SLAs.
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Noble Systems
SEPTEMBER 29, 2020
WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. Call Recording.
Fonolo
NOVEMBER 29, 2018
As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Social Media as a Contact Center Touchpoint.
Verint
AUGUST 23, 2017
You can extend these best practices by using your scorecards to capture and communicate KPIs and goals from multiple systems, including but not limited to workforce optimization (WFO). You can also try using gamification techniques to support ongoing knowledge and proficiency gains.
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