Playvox

APRIL 5, 2022

Some are able to reliably deliver exceptional customer experiences and perform as strategic, revenue generating organizations, while others deliver sub-par experiences that lead to disappointing performance metrics and frustrate customers, causing them to take their business elsewhere. Fortunately, technology has evolved as well.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

CSM Magazine

FEBRUARY 1, 2022

The machine-learning-enabled module in the Calabrio ONE Workforce Engagement Management suite enhances the ability for contact centre managers to record and track agent performance metrics, providing the data to facilitate performance and coaching conversations.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Playvox

FEBRUARY 2, 2022

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. This requires the right people, processes, and technologies. Implement A Full Quality Monitoring Program. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Performance And Quality Management. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

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. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

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.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

NICE inContact

MARCH 29, 2018

Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers. Our goal was to serve our customers better,” says Young Energy’s Chief Technology Officer Bruce Gilbert. “We

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

Serenova

JUNE 11, 2019

For contact center agents, ambitious performance metrics, monotonous tasks and challenging customer interactions ratchet up the job-related stress levels. Quality management can help by monitoring and evaluating agents’ interactions with customers by recording calls and capturing agents’ desktop screens for ongoing evaluation.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

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

Aspect

SEPTEMBER 21, 2018

If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed. Define Call Monitoring and Speech Analytics metrics. These agents should be able to manage any adjustments required in the program.

At home agents 78

At home agents Coaching Gamification Metrics 78

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Per Metrigy’s * most recent study, 71.6% planned, 46.5% Keep an Eye on These Three Emerging Areas.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Manage to the Metrics. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. 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

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

MARCH 23, 2022

You are aware that technology will be critical in 2022 and beyond for the industry. And that without a good review of your contact center technology, your company will not be able to grow. But how much does your technology add to your company’s revenue? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52