Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. One strategy is incorporating gamification in the workplace. What is Gamification? Why Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

NobelBiz

FEBRUARY 27, 2024

Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Enterprise Analytics Contact Center 62

Playvox

FEBRUARY 2, 2022

When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. But to seal the deal you need to implement the right processes enabled by technologies, such as quality monitoring, training, and gamification. ENJOYING THIS ARTICLE?

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

MARCH 12, 2023

Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Reduce Turnover High turnover rates can be a significant challenge for any contact center. Showing that you care goes a long way in helping boost team morale and, as a result, performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Serenova

JUNE 6, 2019

Quality management solutions allow you to monitor agent interactions with customers wherever they are. You can use the insights from agent performance to address issues your agents may have that impact call quality and CX. Based on agent scores, contact center supervisors can provide instant coaching and feedback.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40