Playvox

FEBRUARY 20, 2024

Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive. We would not have been able to make the progress we have without Playvox WFM,” summarized Anokhee Mepani, Director of Global Operations / Technical Services, at MongoDB.

Management 88

Management Gamification Calibration Quality management 88

Balto

SEPTEMBER 26, 2024

Leveraging data and real-time coaching ensures efficiency without compromising service standards. Regular calibration sessions with QA evaluators help ensure consistency and alignment across the team. To prevent issues from escalating, employ real-time coaching tools that notify managers of key moments during calls.

Call Center 52

Call Center Coaching Morale Calibration 52

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. Make sure to put a mentoring and/or coaching system into place to help that employee as they move up in the organization.

Morale 78

Morale Gamification Contact Center Quality management 78

Customer Service Life

JUNE 17, 2019

Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most. Calibrate with all scorers. Quality calibration is a process by which all reviewers ensure alignment on the way they grade customer interactions. Permissions and access.

Calibration 64

Calibration Quality calibration Contact Center Gamification 64

DMG Consulting

JULY 26, 2018

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. (If

Best practices 48

Best practices Call Center Calibration Gamification 48

NobelBiz

APRIL 18, 2023

A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Regular coaching and feedback sessions can help agents identify areas for improvement, while recognition programs incentivize high-performing employees to continue delivering exceptional service. Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. With integrated coaching, you can onboard and train new agents while keeping your whole customer service team engaged to reduce agent attrition.

Quality management 52

Quality management Coaching Contact Center Calibration 52