Call Design
APRIL 3, 2022
Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. Gamification learning connects employees to business goals with progress bars, leader boards, and quick and easy learning that rewards achievements.
Call Design
AUGUST 4, 2020
This is where gamification can help. Gamification is typically split into smaller “levels” that agents can complete in their own time. Gamification can also work as a sort of training device for implementing new processes as well as developing the skills of new contact centre agents. Encourage Learning. Improve Motivation.
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Playvox
SEPTEMBER 2, 2022
While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Over half the managers we surveyed told us they work remotely five days per week, and the overwhelming majority (84%) said they were happy with that.
TechSee
JUNE 25, 2019
In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Back office AI customer service technologies are especially relevant to assisting in workload management, agent productivity and high-level data analysis of contact center performance. Contact Center workload management.
VHT
OCTOBER 18, 2018
Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. Knowledge Management Systems. Managers can encourage employee engagement with collaboration platforms like Slack and Google Docs to help build support networks.
Fonolo
FEBRUARY 19, 2019
We tip our hat to the managers that face the day-to-day challenge of hiring agents and keeping them in good spirits. The Anatomy of a Successful Contact Center Manager [Infographic]. One of the famous stories about Amazon’s management style is the centrality of long-form written memos. OnHoldWith. Investing in Agents.
Etech GS
JULY 25, 2019
For example, when the iPod appeared , it wasn’t the first MP3 player, but it managed to leave its competition in the dust with its superb design, user-friendly interface, and a capability to hold more music than any other similar device. Buffer, a social media management tool, has quite an engaged following on Instagram.
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