NICE inContact

AUGUST 1, 2017

Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Thus, it’s not surprising to see this behavior in coaching and management as well.

Coaching 49

Coaching Contact Center Construction Gamification 49

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Part of your job as a contact center leader is to meet agents where they are and deliver training in ways that work for them. For instance, Lindsey J.,

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. 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

CSM Magazine

MARCH 13, 2022

Offering customers and employees a broader communications solution allows everyone to communicate in a way that meets their needs. A monolithic, one-size-fits-all approach doesn’t meet the wide range of needs businesses and their constituents have,” said Simon Harrison, Senior Vice President and Chief Marketing Officer, Avaya.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

MARCH 12, 2023

Regularly reviewing and refining response times can help ensure that your team is meeting customer expectations. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

DMG Consulting

DECEMBER 7, 2020

Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Serenova

JUNE 11, 2019

Workforce management tools can help contact centers deliver these kinds of benefits by optimizing staffing and increasing forecast accuracy so you always have the right number of agents available to meet service levels while improving agent engagement and satisfaction. Adopt Continuous Two-way Feedback.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

Talkdesk

JULY 16, 2019

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. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Monet Software

APRIL 24, 2020

Others will find remote agents better able to meet increasing customer demand for off-hours service. This will usually include formal QM training sessions, upskilling coursework and micro-coaching. Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Customer Centric Support

SEPTEMBER 1, 2016

Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. As Petra Coaching says, “A players will not play with C players for long.” This is nearly impossible if they look around and see agents that are not meeting expectations and nothing is done about it.

Customer Service 48

Customer Service Gamification Quality management Customer centricity 48

Playvox

MARCH 27, 2023

Training programs should be designed to meet the specific needs of the contact center and its agents. It is important to regularly assess the effectiveness of training programs and make necessary adjustments to ensure that they are meeting the needs of both the agents and the customers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Gamification. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

OCTOBER 12, 2022

Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. Gamification in remote workforce training is proven to be effective. For optimization, Workforce Management and Quality Management solutions are game changers.

Best practices 76

Best practices Contact Center Management contact center solutions 76

NobelBiz

MARCH 23, 2022

Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. To select a billing structure that meets your company’s demands, you must first understand the various pricing options.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

JustCall

APRIL 5, 2023

Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Top Features of Vonage Vonage meetings: Leverage an intuitive video collaboration solution to use across your organization and with customers. Admin portal: Manage your entire phone system from a single portal.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345