Playvox
MARCH 12, 2024
Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. Regularly evaluate performance, provide constructive feedback, and celebrate achievements to keep agents motivated and on track.
NobelBiz
FEBRUARY 27, 2024
Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. Use gamification as part of training Incorporate game-like elements in training programs to increase engagement and motivation.
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DMG Consulting
JULY 26, 2018
Encourage coaches to share positive feedback as well as constructive criticism. Use gamification to recognize and reward agents for doing a good job. Document the QA criteria and what is expected for each call type so that call scoring is objective and agents know what is expected of them.
NICE inContact
AUGUST 1, 2017
Lead with those positives, and then provide constructive feedback related to the performance gaps on your mind. Luckily the market now offers powerful data aggregation and performance management tools that automate these processes and proactively notify managers on both negative and positive agent performance.
Monet Software
APRIL 24, 2020
Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered. If an agent feels threatened or disconnected, constructive critique can come across as harsh criticism. The real struggle in managing a remote workforce generally comes in belonging.
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