COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

Gamification 52

Gamification Call Center Contact Center Coaching 52

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. The contact center environment is dynamic. Simply running generic sessions won’t cut it.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

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. Happy employees lead to happier customers.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Serenova

JUNE 5, 2020

To maintain business continuity, organizations must find ways to help employees manage stress. That’s all bad news for call center agent productivity and customer experience. Agents may feel unmoored without the familiar person-to-person contact they were accustomed to when they worked in the contact center.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Outsource Consultants

FEBRUARY 27, 2025

India’s call centers have long been a cornerstone of global customer service. However, recent years have seen a remarkable transformation in their approach to quality assurance. At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

JULY 25, 2019

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Challenges can consistently be given through gamification tools. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

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

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Workforce Management Software.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

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. Better yet, having a more engaged workforce makes your task of managing remote teams effectively a little easier.

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

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Use gamification to recognize and reward agents for doing a good job. By Donna Fluss.

Best practices 48

Best practices Call Center Calibration Gamification 48

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

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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.

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.

Best practices 52

Best practices Call Center Metrics Management 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

MARCH 21, 2024

Strategies for Improving Job Satisfaction and Agent Morale With the clear link between agent morale and positive or negative customer experiences, leaders in contact centers must implement various strategies to enhance job satisfaction and engagement. One way to provide feedback is via conducting consistent quality management (QM) reviews.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

FEBRUARY 2, 2022

With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. Getting Started. The Burnout Antidote.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

JANUARY 10, 2022

This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Gamification 62

Aspect

SEPTEMBER 21, 2018

If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed. You should manage to the same metrics that you manage to today, including measuring the agents experience and effectiveness of the processes.

At home agents 78

At home agents Coaching Gamification Metrics 78

NICE inContact

MARCH 29, 2018

Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inView TM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Scaling up and down with seasonal call fluctuations is a snap.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

Playvox

MARCH 12, 2023

Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5. Reduce Turnover High turnover rates can be a significant challenge for any contact center.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

MAY 2, 2023

Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

DMG Consulting

FEBRUARY 20, 2025

Companies remain dedicated to improving their self-service capabilities, as this is the most effective way to increase contact center productivity and reduce operating costs while scaling the operation. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. Monitoring Quality In the age of remote working, recording calls and screen interactions for coaching and compliance is even more crucial.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. Monitoring Quality In the age of remote working, recording calls and screen interactions for coaching and compliance is even more crucial.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52

NICE inContact

NOVEMBER 6, 2018

Millennials and younger may appreciate different things: more flexible work hours, or working from home more often (which can be challenging if you do not have the right tools to manage). They also will self-manage and appreciate gamification ! Empower other employees – in the contact center or beyond.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

JustCall

NOVEMBER 25, 2022

Not only can you make and take calls, but your output will grow exponentially. With sales dialers, calls are answered by an automated dialing schedule. As a result, a virtual call center can be created remotely, and features such as call recording, integration, transcripts, voicemail transfer, and call monitoring can be added.

Sales 52

Sales voip Real estate CRM 52

NICE inContact

AUGUST 1, 2017

Luckily the market now offers powerful data aggregation and performance management tools that automate these processes and proactively notify managers on both negative and positive agent performance. Automated quality management tools can also be configured to be more positive. This makes work fun and engaging for agents.

Coaching 49

Coaching Contact Center Construction Gamification 49

Enghouse Interactive

FEBRUARY 9, 2021

Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Proactive and targeted notifications engage the right SME’s and supervisors or back office support as needed. Keep an Eye on These Three Emerging Areas. AI will become more prevalent in 2021.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

NobelBiz

MARCH 23, 2022

This is why, among other things, it is intended to guide the choices of call centers in terms of investments. Onboarding Process : Recruitment and training are part of your calls center activities. And they frequently forecast the functionalities that a call center will require.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

JustCall

APRIL 5, 2023

Five9 Overview Five9 is a virtual call center with customer engagement functions like voice calls, email, chat, social, SMS, video, and so on. Its in-built AI solution assists live agents in calls and chats to reduce churn and support costs. How Does Talkdesk Compare to Other Cloud-Based Call Center Software?

voip 52

voip Interactive Voice Response APIs Contact Center 52

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Quality management 44

Quality management Gamification Self service Feedback 44