TechSee

MARCH 7, 2019

Today’s contact center agents are no longer satisfied with spending their days placating frustrated customers while under tremendous pressure to meet operational KPIs. Current approaches to agent empowerment. Gamification. Contact centers are ready for change. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

OCTOBER 15, 2019

The ONE Awards celebrate customers finding innovative ways to meet growing customer and workforce demands, improve employee engagement and satisfaction, and ultimately enrich human interactions with their brand. More than half of Idaho Central’s agents maintain a perfect attendance record. The Integrator – Exact Sciences.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. The Burnout Antidote.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

CSM Magazine

AUGUST 5, 2021

While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work. Here are five tactics to tackle these new complexities from an agent perspective: 1. How can organisations gamify day-to-to metrics from a distance?

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

DMG Consulting

APRIL 8, 2024

This emerging WFM module is a critical piece in enabling the scheduling flexibility and self-service capabilities necessary to attract and retain agents. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

teleopti

OCTOBER 3, 2019

What is more, CSRs can view their own personal performance KPIs and take part in challenging competitions through gamification, all within a single self-service application. They also know that deploying the right technology helps them become progressive workplaces and attractive places to work for current and future employees.

Self service 59

Self service Contact Center Gamification Service level 59