Call Design

AUGUST 20, 2019

“The magnitude of this change will allow for Call Design to continue its aggressive growth in the region and continually support Aspect Software in selling its best-of-breed solutions to contact centres across omnichannel interaction management and world-class workforce optimisation solutions.”. “As About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Playvox

MARCH 12, 2023

Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

DMG Consulting

JANUARY 10, 2022

Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Playvox

AUGUST 15, 2022

The research also indicates 90% of organizations want to drive high employee engagement to help their employees stay motivated and increase retention. That’s because 45% of employees are likely to stay longer at a workplace where they feel engaged and appreciated.

Contact Center 77

Contact Center Gamification Surveys Management 77

Monet Software

APRIL 24, 2020

Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. For more information about these elements, download our whitepaper on employee engagement here. You might begin with our whitepaper “ The Complete Contact Center Guide to Employee Engagement for SMBs.”

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. 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.

Morale 90

Morale Contact Center Quality management Coaching 90

CSM Magazine

JANUARY 9, 2023

The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

FEBRUARY 17, 2021

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. Beyond that, combining WEM, quality management and analytics helps further analyse operational issues, identify root causes and drive meaningful changes to the business.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

JustCall

APRIL 5, 2023

Top Features of Genesys Cloud CX Customer self-service : Allows you to equip your customers to resolve issues faster with multilingual speech-enabled IVR Digital channels : Helps you to quickly resolve customer issues with live chat and email Voice services: Provides public telephony access to your existing Genesys Cloud CX service subscriptions Reporting (..)

voip 52

voip Interactive Voice Response APIs Contact Center 52