Noble Systems

APRIL 21, 2020

VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. Direct them to knowledgebases, virtual assistants and chatbots when appropriate. Create and implement a staff training plan.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Playvox

JUNE 22, 2023

Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls. Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52