Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Noble Systems

MARCH 22, 2021

Automated WFM efficiently and effectively provides accurate forecasting, skills-based staffing optimization, intra-day changes, and schedule adherence. Workforce management healthcare call center solutions eliminate the time spent on scheduling and ensures appropriate staffing at all times.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Callminer

APRIL 24, 2020

Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. Speech analytics software that tracks 100% of agent calls can help you identify the phraseology used during successful calls. Avoid Negative Language.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Workforce Management.

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

JANUARY 23, 2019

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. CXone Workforce Management Pro automates forecasting and scheduling, which has improved both schedule adherence and service levels. Then Appriss moved to cloud CX platform and solutions.

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

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. Speech analytics tools can screen 100% of recorded calls to identify common issues and individual calls that need further attention.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

APRIL 21, 2020

VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. SIP-compatible softphones enable managers to monitor agents remotely. Create and implement a staff training plan.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68