Employee engagement Gamification Metrics Presentation 
COPC
MARCH 11, 2024
and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.
CCNG
APRIL 20, 2022
Despite the benefits, spreadsheet-based systems serve as the analytics foundation in most customer contact operations, presenting serious expense, risk and functional limitations. Performance-based pay programs, to be effective, must align employee achievement to performance goals and apply impartially to others in the same role.?
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CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. They have experience across many centers and industries and can either present quick solutions or listen to your ideas and provide feedback on what you might expect.
COPC
JANUARY 15, 2024
Ineffective Training Training should be impactful and engaging, ensuring no trainees are overlooked. COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness. As they develop, managers can introduce metrics related to quality and efficiency.
Serenova
JULY 23, 2019
So, how can you keep agents motivated to not just clock in, but to thrive and be fully present? One of the foundational elements of employee engagement is clear expectations. A great way to shift agents’ work from tedious and frustrating to engaging and exciting is to offer gamification.
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees.
Fonolo
APRIL 5, 2022
And, agent engagement continues to be the catalyst for customer loyalty and revenue. The easiest way to boost employee engagement and retention is to invest in the right call center leader. Agent Engagement Will Be Critical for Contact Centers in 2022. Building up performance metrics; delivering KPI reports.
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