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Conversation With the Coach

Contact Center Pipeline

The author of our “Coach’s Corner” column, along with numerous articles and participation in others, Mark provides thoughtful, in-depth observations, analysis, and advice that have been gathered from, honed on, and proven on the call floor. Mark Pereira is one of Contact Center Pipeline’s most prolific contributors. And for good reason.

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Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance

Calabrio

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Luckily, there is: its called contact center gamification. Table of Contents: What is Contact Center Gamification?

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The Role of Training in Preparing Call Center Teams for Success

TeleDirect

Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. A: Use gamification, interactive content, quizzes, and real-life scenarios to make training more dynamic and engaging. Q4: How often should call center agents receive training?

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Best Practices for Training Call Center Agents for Exceptional Customer Service

TeleDirect

A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated. Q2: What are the most important skills for call center agents?

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Workforce Management vs. Workforce Optimization: Understanding the Key Differences

Calabrio

Workforce Optimization (WFO) builds on WFM by adding tools like quality management, coaching, performance analytics, and sentiment tracking to elevate both agent performance and customer experience. Meanwhile, WFO keeps an eye on the more distant future through coaching programs, quality monitoring, and performance trends.

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From Onboarding to Excellence: Your Contact Center Training Guide for 2025

Calabrio

This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. However, according to our recent research, 59% of organizations fail to provide ongoing coaching and support to help agents navigate AI-driven workflows.)

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How CPQ Training Helps Sales Teams Close Deals Faster and Smarter

Cincom

5- Ongoing Coaching and Refresher Courses CPQ systems evolve over time with new features, updates, and business rule changes. Continuous learning through periodic coaching sessions, webinars, and refresher courses ensures that users stay up to date.

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