Fonolo

APRIL 5, 2022

What comes to mind when you think of the ideal call center leader? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. Being a call center leader is hard work; work that’s vital to ensure a successful call center operation.

Call Center 99

Call Center Contact Center Gamification Construction 99

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

COPC

JANUARY 15, 2024

We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee. Call centers typically see ~70% or more of their first-year attrition within the first 90 days. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Playvox

APRIL 27, 2023

Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand. The gamification software Kahoot!, Simply put, it’s where CX rises and falls.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Call Center Weekly

MARCH 9, 2018

Consider facilities, open social networks, employee engagement, subject matter experts available, supportive leaders, and supportive learning technologies. That reminds me of the freeway construction that never ends – once one end is finished, they start all over again at the other end because traffic has outgrown the infrastructure.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143