Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. Gamification. WFO TERMS TO KNOW. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

NOVEMBER 16, 2021

But with Playvox’s automated scorecards, evaluation, and coaching templates, as well as its workload management tools, contact center leaders have confidence that agents are participating in regular evaluations and receiving timely feedback to ensure they’re delivering the desired customer experience – even when remote. Empowerment.

Quality management 78

Quality management Management Coaching Contact Center 78

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Ongoing training backed by continual coaching and feedback, not just leaving them to look for answers on their own. Automating your QA process with real-time tools is a huge time saver and gets agents essential feedback much faster.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Training and coaching have never been more vital to success. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Serenova

MARCH 31, 2020

A workforce that is used to meeting and receiving feedback in person will struggle with the loss of connectivity that comes with working from home. CxEngage Scoreboard includes automated coaching features that can meet this challenge. CxEngage Scoreboard includes automated coaching features that can meet this challenge.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

NobelBiz

JUNE 5, 2023

If you want to learn more about all the best practices with training and staffing for contact centers, we encourage you to watch one of our latest webinars on this very topic: Contact Center Staffing in a Remote World: Most effective strategies for recruiting, retention, and motivation of Contact Center employees.

Call Center 52

Call Center Scripts CRM Contact Center 52

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. AI can then assist the analyst to score and provide feedback. AI can also provide feedback to justify the scoring and also help agents improve.

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

call center workforce 52

call center workforce Call Center Management Gamification 52