Why Sweaty Betty Doesn’t Sweat Quality Management


The challenge of hiring and training more than 100 remote employees, as well as the operational considerations stemming from increased product demand, meant it wasn’t feasible for contact center leaders to spend hours conducting manual agent quality assessments. Coaching.

How should we use gamification in workforce management (WFM)?

DMG Consulting

Question: Our new workforce management (WFM) solution includes gamification capabilities. Answer: Gamification can enable employees to earn rewards, recognition, and/or social rank for achieving key performance indicator (KPI)-based goals, helping peers improve performance, successfully completing eLearning activities, adhering to schedules, and much more. Successful gamification programs are based on the fundamental principle that people are motivated by different things.


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How Gamification Can Help Call Centers Operate More Efficiently


At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness. Coaching.

Calabrio Releases New Performance Coaching to Facilitate Agent Success and Customer Service Excellence

CSM Magazine

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.

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Management. Quality Management. Gamification.

How can we improve our contact center coaching?

DMG Consulting

Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications.

Remote Control: Managing Work at Home Contact Center Agents

Monet Software

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.

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

NICE inContact

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. Thus, prep before every 1:1 coaching session and identify if there is at least one positive thing you can recognize in their performance.

What technology will help contact center agents manage the move to work from home permanently?

DMG Consulting

What technology will help us manage this shift? Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). New-gen WFM solutions, supported by artificial intelligence (AI) and real-time adaptive intraday management capabilities, balance the needs of contact center agents – whether in the office or at home – with customer expectations and enterprise goals.

Avaya Study Finds the Most Successful UK&I Businesses Focus on Total Experience

CSM Magazine

Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning.

Five Tactics to Retain Your Top Call Center Agents

NICE inContact

Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. Challenges can consistently be given through gamification tools. 5) Provide Coaching. Offering a mentor or coach is crucial to keeping your agents around. It doesn’t have to be a time-consuming task either, you can unify coaching capabilities via powerful performance management. and quality management products.

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)


Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/2/2020.

Our contact center only has 25 agents, what workforce optimization applications should we use?

DMG Consulting

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. WFO suites are highly beneficial for contact centers in small to mid-size businesses (SMBs) because they provide a fully integrated and unified set of applications for managing and optimizing the operating environment.

Contact Center Workplaces Are in the Midst of a Renaissance

DMG Consulting

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

Cloud Contact Center Best Practices You Should Use In 2022


Maximize Workforce Engagement Management (WEM) Solutions. They can also help you manage your team’s workload, and enhance the experience of your agents. A cloud-based workforce management (WFM) solution gives you a real-time view into every agent and every channel. Gamification.

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call


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. Matthew Dailly is the Managing Director at Tiger Financial. Agent Engagement Manager at Liveops.

High Performance Contact Centers Begin With the Right WEM Suite


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). What is Workforce Engagement Management (WEM)? What are Workforce Engagement Management Tools?

Cooling Call Center Agent Stress Through a COVID-19 Summer


To maintain business continuity, organizations must find ways to help employees manage stress. Workforce management (WFM) tools can help. Know what’s going on at all times to improve real-time coaching and solve issues as they occur throughout the day.

Want to Elevate Customer Experience? Start by Driving Down Agent Stress


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. Quality management can help by monitoring and evaluating agents’ interactions with customers by recording calls and capturing agents’ desktop screens for ongoing evaluation. Workplace stress is increasing.

Work from home programs are no longer a reward system


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. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

The Key to Great Customer Service: Collaboration

Customer Centric Support

This will give everyone buy-in to the decision making process and they will no longer be victim to the “change of the week” from senior management. 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.” 3 – Polarizing Quality Management.

What is Call Center Performance Management?


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. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. That’s where leveraging contact center performance management software can help.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX


When hardware and software are in the cloud, capital expenses and ongoing system maintenance are reduced significantly, and it’s the provider’s responsibility to manage them without interruption to your contact center. The experts emphasized that even with the ultimate benefits, change management is essential to successful cloud migration. While the benefits of at-home agents to a contact center are measurable, managing, training and engaging remote workers has unique challenges.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. The overarching themes shared by these seven trends are productivity improvement, enhanced quality, and reduced costs, driven by AI-related functionality.