Noble Systems

OCTOBER 18, 2018

Defining what constitutes quality by looking at the performance of your top 10% of agents can also help you establish goals to bring all agents up to that level. Service Level. Service level measures the percentage of calls that are answered within a specific time period. Why gamification works.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Playvox

FEBRUARY 20, 2024

” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams.

Management 88

Management Gamification Calibration Quality management 88

NICE inContact

JANUARY 23, 2019

Accurate staffing was impossible, as was keeping service levels high. Schedules were done weekly—by hand—in Excel. CXone Workforce Management Pro automates forecasting and scheduling, which has improved both schedule adherence and service levels. The old system also lacked efficiency.

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

Callminer

APRIL 24, 2020

The metrics you should prioritize are those which measure service level, call resolution, average handle time, agent schedule adherence, call abandonment, average hold time, and call abandonment. You have many metrics at your disposal; be sure you only focus on what matters. Avoid Negative Language.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

AUGUST 1, 2019

This has a negative impact on occupancy rates and service level and can cause greater strain on others. If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout. Gamification can motivate agents and keep them engaged, productive and happy.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

CSM Magazine

DECEMBER 15, 2020

There is also the new concept of ‘work support bubbles’ which mean that if there is positive COVID test in one of the bubbles, contact with other team members (and shifts) can be limited and properly controlled without impacting service levels.

Management 52

Management Schedule adherence Gamification At home agents 52