CX Accelerator

DECEMBER 31, 2018

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? At a leader level, do they feel like there are unclear/changing priorities? Nate recently turned me onto OfficeVibe which can help you measure employee engagement. They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

FEBRUARY 20, 2024

And, while you may think gamification is not necessary to engage and motivate working adults, research published by Harvard Business Review would tell you that gamification works quite well in motivating and engaging employees. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JANUARY 25, 2024

Here’s how QM software allows contact center leaders to automate work for your quality team, creating more efficient and less costly processes: Create powerful scorecards in minutes, calibrate evaluations against expert opinions, evaluate interactions, and automate the coaching process. Why is WEM Better than WFO?

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Serenova

MAY 29, 2020

Calibrate regularly. When employees feel supported, they perform better, making it easier to maintain business continuity in crisis. Employee care programs also have a long-term impact on employee engagement, productivity, loyalty and retention, all of which have measurable financial benefits.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Calibrate regularly. When employees feel supported, they perform better, making it easier to maintain business continuity in crisis. Employee care programs also have a long-term impact on employee engagement, turnover rates, productivity, loyalty and retention, all of which have measurable financial benefits.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83