Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Noble Systems

JULY 30, 2019

Disengaged employees aren’t as productive, leading to issues with metrics like right party contacts, first time payments, and call scores. That’s why one BPO turned to Noble Gamification — to bring a new sense of motivation to debt collectors and improve business results. 3 Benefits of Debt Collection Gamification.

Gamification 53

Gamification Automotive Coaching Morale 53

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. By following industry best practices on change management, consultants ensure a more comprehensive adoption and acceptance of changes needed to produce significant improvement.

Consulting 195

Consulting Consulting Contact Center Gamification 195

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

Management 86

Management Schedule adherence Coaching Contact Center 86

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. But how can you be sure that you are tracking the right metrics? It is an important metric for deciding staffing levels. Hone agent training and coaching.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Callminer

APRIL 24, 2020

Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. But how can you be sure that you are tracking the right metrics? It is an important metric for deciding staffing levels. Hone agent training and coaching.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Balto

NOVEMBER 2, 2022

Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role. Perhaps you’re already in call center management or an agent aspiring to work your way up and are seeking to learn more about what all is involved.

Call Center 52

Call Center Management Average Handle Time Gamification 52

Outsource Consultants

APRIL 12, 2021

If you’re looking to refine your already exceptional BPO training or trying to “catch” your competitors, here are the top three priorities for managing your training with your outsource call center vendor: BPO Vendor Priority #1 — Train with the Right Tools. What gets you over the hump?

Management 125

Management outsourcing Average Handle Time Gamification 125

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. 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. Still have questions about call center training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Outsource Consultants

FEBRUARY 22, 2021

And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. Workforce management to add efficiency across your agent pool. Influence — How Great Managers Create Great Agents. But to truly succeed, call centers need to empower supervisors with training to support their agents.

Call Center 76

Call Center Gamification Coaching Morale 76

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Expecting them to also focus on dozens of performance metrics will only add to the feeling of overwhelm. This is another area in which CxEngage Scoreboard is useful.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. These days, it’s easy for call center managers to get lost in the minutia of meeting daily targets, smoothing out peak call volumes, and handling agent turnover.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Playvox

APRIL 5, 2022

Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. Related Article: What is Workforce Engagement Management (And Why It Matters). High scores on key metrics are the first measures of a high performance contact center. What is Workforce Engagement Management (WEM)?

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

COPC

JANUARY 15, 2024

The first 90 days set the tone for the new hire’s relationship with the company, manager, and team.  Lack of Manager Support   Coaching is an integral part of an effective onboarding process. Provide Guidance and Actionable Feedback  Managers ought to regularly engage with new hires through frequent check-ins.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Performance management is a practice and culture that applies to individuals, teams and departments.

Gamification 45

Gamification Management Analytics Metrics 45

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

NOVEMBER 23, 2021

So call center managers and executives have to step up their game with more engagement, support, and incentives to keep their agents happy. That means making training more interactive and potentially using gamification tactics in your program. Agent performance levels are on the line, as well as agent retention. Use a buddy system. .

Call Center 148

Call Center Abandon rate Gamification Education 148

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Choose and focus on the right metrics Inbound call centers have so many things they can measure that it’s tempting to make each measurement equally important.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NICE inContact

MARCH 13, 2019

Why would I get a performance management tool as well?” This experience might sound crazy, but there many contact center managers reading this and nodding their heads because they’ve been there! Looking back now, I laugh, because all these problems could have been avoided with a performance management platform.

Management 54

Management Average Handle Time Gamification Contact Center 54

Playvox

FEBRUARY 2, 2022

While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. Motivation.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Balto

OCTOBER 20, 2022

Agents and managers reap the benefits of having a call center quality assurance process. Based on the data received from the QA program, you’ll be able to coach and train agents to work towards this business goal and others important to your organization. 2) Provide Regular Training and Coaching Sessions.

Best practices 52

Best practices Call Center Gamification Coaching 52

Noble Systems

SEPTEMBER 3, 2019

When companies require agents to work even more hours than originally scheduled, managers are just adding to the strain. Workforce Management (WFM) systems automate the process which results in more accurate forecasting and scheduling. Gamification. Gamification uses game mechanics to make training more fun.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

Playvox

MARCH 12, 2023

Research from Playvox shows us that having well-defined metrics is essential, but sometimes that’s all that is used to measure whether or not a customer service center is being run efficiently. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Serenova

JULY 7, 2020

It’s no longer about simply training agents to work faster with the singular goal of reducing contact resolution metrics. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. You can pair this with gamification that encourages learning.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Serenova

MARCH 31, 2020

One of those features, CxEngage Scoreboard, provides contact center supervisors with a tool to effectively manage a remote workforce by keeping agents focused and engaged. Managing the Performance of a Remote Team. CxEngage Scoreboard includes automated coaching features that can meet this challenge.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Aspect

SEPTEMBER 21, 2018

Issue a company computer to manage security and software compliance. Define a business process that mandates a ticket be logged in your system if an issue persists over a specified period of time, and notification to the workforce management team to enable adjustments as appropriate. Coaching requires interactive tools and discipline.

At home agents 78

At home agents Coaching Gamification Metrics 78

Serenova

AUGUST 30, 2019

That’s why it’s important to use a performance management solution like CxEngage Scoreboard where KPIs and metrics are provided in real-time on easy-to-read dashboards and wallboards, allowing supervisors to recognize good performance or help correct immediately. Click here to schedule a demo and learn more.

Morale 60

Morale Gamification Coaching Employee engagement 60

Babelforce

MAY 19, 2022

Some of their best features include: Gamification features to encourage agent productivity Predictive and progressive dialing Web callback Virtual assistants. Some of CallHubs features include: Fast onboarding of new agents Flexibility to make calls from your browser or a phone Callback scheduling Gamification for agents.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

NobelBiz

AUGUST 18, 2020

We live in a world where adequate management is hard to come by. Efficient management is even rarer. We’ve interviewed some of the brightest, most experienced minds in the call center on how to manage a call center efficiently. Especially in a contact center, emotional intelligence plays an integral role in management.

Call Center 52

Call Center Management Gamification virtual call center 52