CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Playvox

JANUARY 5, 2022

After all, you can’t expect your hybrid team to deliver top-notch customer service if they can’t access the information or solutions they need when working off-site. A cloud-based workforce management solution is a must-have for hybrid teams. Another fun way to recognize your team is through gamification. Train Regularly.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. We are all learning as we go. Training and coaching have never been more vital to success.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

SEPTEMBER 29, 2020

Optimize operational performance and lower costs – Get the critical data and feedback you need to effectively and efficiently manage agent and workflow processes across functions and teams, giving you a unified view of contact center performance. Workforce Management. Voice of The Customer. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

APRIL 9, 2019

However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents. Give Actionable Feedback.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Balto

APRIL 20, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%). Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. How AI Is Revamping the Contact Center. The average age was 42.14 2020, June 25).

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52