Playvox
MARCH 12, 2024
Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.
Playvox
DECEMBER 21, 2022
Agents who thought their contact centers had some improvements to make with regard to remote work say they wish they had: Frequent check-ins and more availability from managers. Regular inclusion in company events. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams.
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DMG Consulting
JANUARY 8, 2018
Coaching capabilities are frequently an integrated component of quality assurance (QA)/quality management (QM) solutions, which enables coaching feedback to be appended to evaluation forms and/or the recorded interaction. periods of low volume) to minimize customer and contact center impacts.
Monet Software
APRIL 24, 2020
Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. Successful contact centers will often use techniques like: Team meetings to launch the day and provide a “check in” similar to pre-shift sessions for on-site agents.
Serenova
JUNE 6, 2019
Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Here’s what was on their minds: Weighing Advantages and (Perceived) Risks of the Cloud.
DMG Consulting
APRIL 16, 2019
Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Using data mining, statistical techniques, and machine learning to identify relationships, patterns, and trends, a predictive model can be built to anticipate future events or behaviors, as well as their potential business impacts.
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.
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