Playvox

JANUARY 5, 2022

Another fun way to recognize your team is through gamification. Research shows that the most reliable drivers of job satisfaction are tied to the training and coaching employees receive, and whether there’s an official process in place for career growth. Training takes time away from an agent’s customer-facing job function.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

CSM Magazine

JANUARY 25, 2023

Build a team of brand guardians —as consumers continue to tighten their belts, competition is fiercer than ever and contact centres need to engage more intimately with customers to influence brand perception, win sales and build longer-term loyalty.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

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. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite. What are the Benefits of using a WFO Solution? Quality Management.

Management 86

Management Gamification Quality management Schedule adherence 86

NobelBiz

MAY 22, 2022

Effective workforce management leads to a better customer experience, cost savings, and, probably most importantly, higher employee engagement and attrition. Next, let’s go through a non-exhaustive list of benefits that can come with improved workforce management.

call center workforce 52

call center workforce Call Center Management Gamification 52