Playvox

MARCH 21, 2024

Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Outsource Consultants

JUNE 6, 2022

However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option. Implement Gamification Systems. Gamification has been used in team settings to enhance training programs for a long time now. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. It’s never been more important for call center managers to support their agents. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to.

Call Center 112

Call Center Morale Contact Center Gamification 112

Noble Systems

JULY 24, 2020

With a changing economy, high unemployment, increasing competition and consolidation, massive regulatory burden, and evolving legal requirements, the collections call center industry is reacting by embracing new approaches and new technologies to improve efficiencies, boost recovery rates, and beat the competition.

Call Center 87

Call Center Technology Gamification Morale 87

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. A leadership team that thinks they’re above everyone else is a morale murderer. Gamification works. The post Maintaining morale in your contact center appeared first on Tethr.

Morale 64

Morale Contact Center Gamification Scripts 64

Fonolo

APRIL 5, 2022

What comes to mind when you think of the ideal call center leader? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. Being a call center leader is hard work; work that’s vital to ensure a successful call center operation.

Call Center 99

Call Center Contact Center Gamification Construction 99

Calabrio

FEBRUARY 26, 2025

The Hidden Cost of Attrition Call center employees often face significant challenges that impact their job satisfaction and, in turn, customer service: Lack of career growth opportunities leaves agents feeling stagnant and unmotivated. Poor work-life balance lowers morale and contributes to high turnover rates.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Outsource Consultants

FEBRUARY 22, 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Innovation — Key to Building Better Call Centers.

Call Center 76

Call Center Gamification Coaching Morale 76

Outsource Consultants

JANUARY 13, 2025

Remote call centers have become increasingly prevalent in today’s business landscape. However, managing a remote call center comes with unique challenges. Cloud-based call center software offers features like automatic call distribution, interactive voice response, and real-time reporting.

Call Center 67

Call Center Management Gamification call center software 67

Outsource Consultants

DECEMBER 13, 2021

There’s nothing outsource call center vendors want more than a seamless working relationship. Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. Agent Recognition & Incentives.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Calabrio

APRIL 11, 2025

The Foundation: Building Your Strategic Call Center Training Program Moving beyond acknowledging the need for training, building an impactful call center training program requires a deliberate and strategic approach. Simply running generic sessions won’t cut it.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Fonolo

DECEMBER 13, 2018

Simple math will tell you that if you’re doing double, triple, or quadruple the amount of sales you were last month, it’s unlikely that your existing customer service or call center team will be able to handle the spike in volume of inquiries. Managers can keep both morale and productivity high by incentivizing employees.

Customer Service 113

Customer Service Call Center Gamification Self service 113

Noble Systems

OCTOBER 18, 2018

Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times. First Call Resolution (FCR). It stands to reason that resolving more issues on the first call will positively impact agent and call center productivity. Why gamification works.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

TechSee

SEPTEMBER 2, 2020

Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. Introduce fun through rewards and gamification. Keep WFH employees motivated by making tasks more engaging through gamification.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

Fonolo

FEBRUARY 14, 2019

Call centers have become notorious for possessing one of the highest employee attrition rates of any industry. According to Talkdesk , call centers have a turnover rate ranging from 30 to 45 percent. This isn’t entirely surprising: Call centers are stressful work environments. On top of this, a U.S.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Tethr

MAY 11, 2020

Call centers should activate leadership activities that can become valuable strategies in the workplace. When done correctly, these activities can impact the attitudes of call center agents by making them feel supported and appreciated in the workplace. Gamification works. Offering public praise is good for morale.

Call Center 67

Call Center Morale Gamification First call resolution 67

Noble Systems

OCTOBER 11, 2018

The next group, Millennials, born between 1981 and 1996, value achievement, extreme fun, personal attention and high morals. This can be critically important for call centers and other customer-service oriented businesses where resolving problems, communicating with others and making quick decisions are essential.

Gamification 74

Gamification Employee engagement Call Center Morale 74

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

Call Center 48

Call Center Technology Gamification Coaching 48

Avoxi

JULY 30, 2019

Looking for call center gamification ideas? Keeping your call center agents productive means keeping them satisfied and appreciated, and games with rewards are a great way do so. Call center gamification can easily liven up the office and improve team performance and efficiency.

Call Center 48

Call Center Gamification Metrics Morale 48

Outsource Consultants

SEPTEMBER 14, 2021

Decreased call abandonment rates and total call time (by eliminating call holds). Higher customer satisfaction and higher agent morale. There’s no time to train your agents when you’re already in the middle of Q4 call spikes or high seasonal demand. Empower Agents Now for Success Later.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Balto

SEPTEMBER 26, 2024

As businesses grapple with evolving customer expectations and technological advancements, the challenges in maintaining high-quality call conversations have never been more complex – or more critical. Key Takeaways Beyond Call Recording: While call recording is useful, it’s not enough to keep pace with modern QA needs.

Call Center 52

Call Center Coaching Morale Calibration 52

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Calltools

MARCH 22, 2023

To combat this, keep your agents engaged in their work through gamification software, monthly work incentives, and creative offerings. Taking measures to build bonds between team members helps improve morale and employee satisfaction. Looking for more ways to create a thriving hybrid contact center?

Contact Center 98

Contact Center Gamification Morale Feedback 98

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

NICE inContact

JANUARY 24, 2017

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. A little celebrating can go a long way for employee morale, and let’s be serious – who doesn’t like a little party? Build Excitement for Go-Live.

Call Center 55

Call Center Technology Contact Center Gamification 55

Vonage

JULY 22, 2016

Does gamification prevent burnout? Despite a hypothesis that gamification might cause burnout by distracting employees from their job, Toister’s results proved the opposite. Agents who had gamification systems were less of a burnout risk. Advocates will argue it is a morale builder. On the board.

Contact Center 0

Contact Center Gamification Morale Technology 0

Fonolo

OCTOBER 3, 2018

Being a contact center agent, particularly if you are in a call center, is mentally taxing work, and can certainly take its toll if support, either managerial or psychological, is unavailable to you. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Social Media as a Contact Center Touchpoint.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Balto

JANUARY 17, 2025

Running a call center is like captaining a ship in rough waters. If youre in call center management, you know the grind. Successful call center management involves a collaborative effort among team members with distinct roles, including quality management and compliance with regulatory laws. Other days?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Running a call center is like captaining a ship in rough waters. If youre in call center management, you know the grind. Successful call center management involves a collaborative effort among team members with distinct roles, including quality management and compliance with regulatory laws. Other days?

Best practices 52

Best practices Call Center Metrics Management 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

NobelBiz

FEBRUARY 22, 2023

Exactly how many of your company’s 500 employees are on calls? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred. What is Call Center Shrinkage?

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

OCTOBER 18, 2021

Exactly how many of your company’s 500 employees are on calls? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred. What is Call Center Shrinkage?

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52