Remove Accountability Remove Gamification Remove Quality management
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How should we use gamification in workforce management (WFM)?

DMG Consulting

Question: Our new workforce management (WFM) solution includes gamification capabilities. Organizations in many industries are leveraging the positive contributions of gamification in many areas of the enterprise, from human resources to risk management. . How should we use this feature?

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Top 10 Ways To Boost Contact Center Efficiency & Productivity

Playvox

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. By regularly reviewing progress toward these goals, managers can provide feedback and support to help agents achieve their targets.

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Adapting to a Global Workforce: Managing Remote Teams Effectively

Playvox

Leverage a Workforce Management Solution When you have a globally dispersed team, it becomes even more important to leverage a solution that accounts for differing schedules and skill sets. That’s where a Workforce Management solution moves from a “nice to have” to a “must have.”

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Boost Agent Morale with These 6 Strategies

Playvox

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. One fun way to provide recognition is via a gamification solution.

Morale 90
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The Transformation of Workforce Engagement Management

DMG Consulting

What makes these enhancements compelling is that the vendors have taken into account both the need for new capabilities and the importance of making them easy to use. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

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The Key to Great Customer Service: Collaboration

Customer Centric Support

Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. Accountability must exist on all levels and be part of the culture. 3 – Polarizing Quality Management. See “ A Promise of Positivity ” for more on this topic. Collaboration Detractor No.

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Better Together (Blog#3)

Enghouse Interactive

Examples include: Customers – benefit from quick identification and automated verification/ validation, a relevant welcome greeting, while being proactively provided with both order and account updates, as a starting point. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance.