Playvox

FEBRUARY 20, 2024

“The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

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. Maintaining Agent and Rep Morale Obstacle: Constant monitoring and feedback can negatively impact agent and rep morale if not handled sensitively. Solution: Balance constructive criticism with positive reinforcement.

Call Center 52

Call Center Coaching Morale Calibration 52