Employee engagement Gamification Service level Technology 
Fonolo
NOVEMBER 7, 2018
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. Gamification. You’ll see.
Noble Systems
APRIL 21, 2020
Quality Monitoring – The ability to monitor and manage resources and service levels, observe agent activities and calls, and view system activities, phone lines, and queues. Robotic Process Automation (RPA) – A service option with the potential to balance efficiency and service demands.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
FEBRUARY 20, 2024
With more employees demanding flexible work options, it is likely that remote work will become even more common in the future, and companies will need to continue to adapt to thrive. Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive.
Playvox
FEBRUARY 2, 2022
Best-in-class contact centers are able to engage employees and create a supportive, motivating culture. It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Getting Started.
Fonolo
NOVEMBER 17, 2020
I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish. Storyline: Gamification.
DMG Consulting
JANUARY 10, 2022
While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.
OctopusTech
MARCH 1, 2023
Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge. Train your supervisors.
Expert insights. Personalized for you.
182 
Let's personalize your content