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

Customer Service Life

JUNE 17, 2019

Calibrate with all scorers. Quality calibration is a process by which all reviewers ensure alignment on the way they grade customer interactions. It’s an efficient way to calibrate multiple customer interactions in a timely manner. It’s foundational to a consistent experience for customers. Integrate with your helpdesk.

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.

Best practices 48

Best practices Call Center Calibration Gamification 48

NobelBiz

MAY 9, 2023

Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. Gamification is one of the most effective training methods that fosters both loyalty and efficiency. Use these metrics to assess their performance and identify areas for improvement.

Best practices 98

Best practices Call Center Gamification Contact center software 98

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

Outsource Consultants

MARCH 14, 2018

Building of ongoing calibration procedures. Design of gamification rewards to incentive operations team. A few of the common services our team provides is: Designing/Redesigning of all Quality Assurance score cards. Develop role playing training sessions for delivery of quality assurance results with team members.

Consulting 52

Consulting Consulting Call Center 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. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78