CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

CSM Magazine

SEPTEMBER 21, 2023

Though such materials can be helpful, modern technologies let developers build much more efficient solutions with various formats of content and ways of presenting materials. Moreover, we highly recommend you add various gamification features like leadership boards, bonuses, secret lessons, etc.

Gamification 59

Gamification Coaching Education Consulting 59

CSM Magazine

JUNE 10, 2021

On top of this, those common issues like low budgets, IT issues and the need for new technology will fade away. This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles. The contact centre’s negative image will disappear.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

CSM Magazine

DECEMBER 5, 2017

Technology related to voice recognition will be most impactful in 2018. Technologies such emotion-engines, which help analyze input to determine customers’ emotions could help personalize interactions and may prompt a seamless transfer to a customer service professional as a next step. Gamification. Voice Recognition.

Customer Service 80

Customer Service Gamification Self service CRM 80

CSM Magazine

MARCH 13, 2022

They also agree that a good customer experience includes empowered employees (Employee Experience) 75%; memorable, personalised interactions in moments that matter (Multiexperience) 80%; and the interaction of humans, data, and technology (User experience) 73%. The right communications and collaboration tools empower everyone.

Gamification 52

Gamification Customer centricity Self service Surveys 52

CSM Magazine

JANUARY 25, 2023

Blend strategies for enhanced emotional wellbeing with the latest agent-empowering technology to ensure frontline staff are feeling fit and healthy. Inspire and motivate team members through gamification, offering rewards to those who share their successes and learning with others. Here are our top tips: 1.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

JULY 3, 2017

Your agents want: coaching that actually improves their performance. Secondly, leading performance management systems will include automated coaching workflows and coaching tools that are tied to the organization’s specific key performance indicators, helping managers provide the most targeted and effective coaching possible.

Customer Service 44

Customer Service Coaching Gamification Sales 44