Aspect

SEPTEMBER 21, 2018

If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed. Coaching sessions should be mandatory and based on a predefined number over the course of a month. Implement effective online training.

At home agents 78

At home agents Coaching Gamification Metrics 78

Customer Centric Support

SEPTEMBER 1, 2016

Typically when a change is made in a contact center environment, it is leadership reviewing a set of metrics, deciding on a course of action, and announced to the agents as “the new thing.” Most change should flow in the opposite direction. 3 – Polarizing Quality Management. Collaboration Enhancer No. Check it out here.

Customer Service 48

Customer Service Gamification Quality management Customer centricity 48

Enghouse Interactive

FEBRUARY 9, 2021

Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Throughout the course of this blog series, we’ve explored how successful companies think differently. Proactive and targeted notifications engage the right SME’s and supervisors or back office support as needed.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. Over the past 15 years, total WFO revenue has gone from $803.4

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 21, 2024

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. One fun way to provide recognition is via a gamification solution. Many leaders refer to this as an Individual Development Plan (IDP).

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

MAY 2, 2023

Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement. The first step is, of course, communication with your team.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Serenova

JUNE 5, 2020

You can help combat this by dialing up feedback with quality management tools. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks. Gamification options can also promote a stronger feeling of community.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Playvox

OCTOBER 12, 2022

Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. Managers report that actively monitoring remote team satisfaction elevates engagement. Gamification in remote workforce training is proven to be effective.

Best practices 76

Best practices Contact Center Management contact center solutions 76