CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Balto

JANUARY 18, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Key Focus Areas: Setting KPIs and performance benchmarks. Use gamification, leaderboards, and rewards to keep agents motivated and invested.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Key Focus Areas: Setting KPIs and performance benchmarks. Use gamification, leaderboards, and rewards to keep agents motivated and invested.

Best practices 52

Best practices Call Center Metrics Management 52