Outsource Consultants

JUNE 6, 2022

So how do you keep your remote contact center agents engaged? Implement Gamification Systems. Gamification has been used in team settings to enhance training programs for a long time now. Get Feedback. When feedback comes in or questions are answered, be flexible.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. When agents’ voices are heard, the culture of open feedback grows.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. However, these drastic measures are usually short term as they negatively affect CX and employee morale.

Call Center 196

Call Center Self service Gamification Contact Center 196

Noble Systems

SEPTEMBER 3, 2019

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Why is this so important? Agents are human. Humans have limits.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Serenova

JULY 23, 2019

Most contact center agents are initially motivated by the need to pay their bills and put food on the table, but that need can usually be met elsewhere if they don’t discover more purpose. Here’s how to keep your contact center agents motivated every day: 1. Ask for Feedback. In order to bridge that gap.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. Contact center employees want to ensure that any organization they join will allow them the freedom they require to enjoy this balance. Add Gamification.

Contact Center 40

Contact Center Management Gamification Morale 40

Fonolo

APRIL 5, 2022

The cost of investing in the wrong leader is exorbitant– call center attrition and customer dissatisfaction are sure to increase if you do. How to Foster Agent Engagement in a Hybrid Contact Center. Call center agents don’t have easy jobs. Agent Engagement Will Be Critical for Contact Centers in 2022.

Call Center 99

Call Center Contact Center Gamification Construction 99

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Praise in public and criticize individually. Matt Skoglund.

Call Center 182

Call Center Management Scripts Coaching 182

Aspect

JULY 15, 2019

Portanto, não é de se surpr eender que os funcionários do contact center, assim como o rest ante da raça humana, gostariam de facilitar suas vidas. Infelizmente, o ambiente do contact center tem algumas limitações a mais. E funcionários felizes são vitais para um contact center eficaz. .

Morale 64

Morale Contact Center Gamification Chatbots 64

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation. Running a contact center can get expensive.

Call Center 52

Call Center Scripts CRM Contact Center 52

Fonolo

FEBRUARY 14, 2019

Someone who is experiencing burnout often responds very emotionally to minor setbacks, feedback, or reproach. By hiring the right people and engaging agents in meaningful ways, contact centers can increase call center agent retention, reduce hiring and training costs, and improve call center profitability.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One proven way to motivate your team is to drive engagement with gamification.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

NobelBiz

FEBRUARY 22, 2023

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Vistio

FEBRUARY 1, 2022

Building up communication channels and managing feedback and creating voice of customer, programs and getting feedback to different departments, working with a team to make sure that we are addressing customer complaints. What do you think are some of the biggest misconceptions about, specifically contact center agents?

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

OCTOBER 18, 2021

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Noble Systems

FEBRUARY 4, 2019

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. So, what is the right cadence and type of feedback for employees, today? According to a Forrester report, employees want continuous feedback. Improves employee morale.

Gamification 62

Gamification Feedback Morale Employee engagement 62

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Noble Systems

FEBRUARY 4, 2019

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. So, what is the right cadence and type of feedback for employees, today? According to a Forrester report, employees want continuous feedback. Improves employee morale.

Gamification 47

Gamification Feedback Morale Employee engagement 47

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

JustCall

MARCH 14, 2023

Employees are among the most valuable assets of any business, but they are even more significant when it comes to call centers and contact centers. Operational Efficiency Unsurprisingly, employee productivity has a great impact on the operational efficiency of a call center or contact center.

Gamification 52

Gamification Call Center Morale Contact Center 52

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. billion from 2020 to 2024.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. And happy employees are vital to an effective contact center.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Noble Systems

JULY 24, 2020

WFM tools remove the guesswork from your collections center planning by carefully balancing the demands of business activities, staff requirements, and service level expectations with efficient staffing levels – helping you improve customer service and reduce costs. Motivation impacts everything in a contact center.

Call Center 87

Call Center Technology Gamification Analytics 87

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. A cloud-based contact center makes the transition to a remote workforce, quick and easy. Yet Dave was able to leverage the Noble Contact Center solution to transition his agents to 100% WFH within a week!

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76