Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

NICE inContact

JANUARY 23, 2019

CXone Workforce Management Pro automates forecasting and scheduling, which has improved both schedule adherence and service levels. The post Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology appeared first on NICE inContact Blog. Productivity and efficiency are up significantly.

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

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. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

AUGUST 1, 2019

This blog is Part 1 of a two-part series. If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout. In Part 2 of this blog series we will discuss the causes behind the signs of burnout as well as what you can do to reduce and even eliminate them.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Noble Systems

MARCH 22, 2021

In the first blog in this 2-part series, we discussed the top healthcare contact center trends. Automated WFM efficiently and effectively provides accurate forecasting, skills-based staffing optimization, intra-day changes, and schedule adherence. Gamification Accelerates Learning and Improves Retention.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

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. Agent Schedule Adherence & Agent Attrition Rate. Cost Per Contact. The Cost Per Contact refers to the expenses related to running a contact center (i.e.,

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Noble Systems

SEPTEMBER 29, 2020

Gamification. Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86