Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

APRIL 11, 2023

When employees feel connected to their jobs and have meaningful goals, agent performance increases. But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. In short, you need a solid employee engagement program.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Balto

JUNE 3, 2022

But as nearly a third of contact centers redesign their processes to accommodate virtual work, it’s clear that remote and hybrid agents are here to stay. Are Remote Agents Really Less Engaged? Nearly a quarter of contact centers believe that remote work has had a negative impact on employee engagement.

Gamification 52

Gamification Scripts Contact Center Surveys 52

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

JULY 7, 2020

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. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Playvox

MARCH 12, 2023

If a new way to perform heart surgery was developed that ensured a 99.99% success rate, it would make sense for all practicing surgeons to study, learn, and implement this new operation. The same can be said for contact center training.

Contact Center 52

Contact Center Gamification Metrics Quality management 52