Events Gamification Quality management Surveys 
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.
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
Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. of capturing feedback from customers.
Serenova
JUNE 5, 2020
Before COVID-19, Northwestern National Life released a survey in which 40% of respondents said they considered their jobs stressful. Single-day reoptimization makes it easier to handle unexpected events, such as absences or changes in call volume. You can help combat this by dialing up feedback with quality management tools.
Callminer
NOVEMBER 18, 2020
Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.
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