contact center workforce Customer retention Feedback Gamification 
Noble Systems
SEPTEMBER 29, 2020
WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Workforce Management. Voice of The Customer. Gamification.
Balto
APRIL 20, 2023
For example, those that did layoffs cared slightly less about customer satisfaction and customer retention than those who did not do layoffs — and significantly less about net promoter score (NPS). Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. 2020, June 25).
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