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.

Best practices 48

Best practices Call Center Calibration Gamification 48

NobelBiz

FEBRUARY 27, 2024

A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Use gamification as part of training Incorporate game-like elements in training programs to increase engagement and motivation. Gamification can make learning more interactive and enjoyable, leading to better retention of information and skills.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. Regularly evaluate performance, provide constructive feedback, and celebrate achievements to keep agents motivated and on track.

Morale 78

Morale Gamification Contact Center Quality management 78

Balto

SEPTEMBER 26, 2024

Regular calibration sessions with QA evaluators help ensure consistency and alignment across the team. Solution: Balance constructive criticism with positive reinforcement. Inconsistent Evaluation Criteria Obstacle: Different evaluators may interpret quality standards differently, leading to inconsistent feedback.

Call Center 52

Call Center Coaching Morale Calibration 52