Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Provide Coaching and Training Opportunities Investing in continuous training not only enhances the skills of agents but also boosts their confidence and job satisfaction. One fun way to provide recognition is via a gamification solution.

Morale 90

Morale Contact Center Quality management Coaching 90

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Gamification is an immersive, exciting experience that engages and motivates agents. Whisper coaching. Get in the game.

Call Center 117

Call Center Technology Gamification Coaching 117

NobelBiz

MAY 22, 2022

Effective workforce management leads to a better customer experience, cost savings, and, probably most importantly, higher employee engagement and attrition. Higher employee engagement: Using the right call center software can improve communication between employees and managers.

call center workforce 52

call center workforce Call Center Management Gamification 52