NICE inContact

AUGUST 1, 2017

Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Thus, it’s not surprising to see this behavior in coaching and management as well.

Coaching 49

Coaching Contact Center Construction Gamification 49

Tethr

MAY 11, 2020

Although platforms like Tethr can evaluate the effectiveness and quality of customer interactions and provide guideposts for managers to better coach their reps, the right leadership pursuits can foster team morale. Gamification works. When it comes to hiring, training and monitoring agents, there are many aspects at play. Not so much.

Call Center 67

Call Center Morale Gamification First call resolution 67

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. These tools enable real-time feedback and coaching, ensuring that agents adhere to quality standards and continuously improve their interaction skills.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

DMG Consulting

JULY 26, 2018

Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task. Encourage coaches to share positive feedback as well as constructive criticism. Use gamification to recognize and reward agents for doing a good job.

Best practices 48

Best practices Call Center Calibration Gamification 48

Blueship Call Center

OCTOBER 9, 2023

Empathy will assist you in concentrating on improving customer happiness, which will have an impact on your bottom line, as part of your performance coaching objectives. Create a coaching atmosphere Getting good feedback from your customer service employees is only half the fight. It makes everything clear.

outsourcing 81

outsourcing Call Center Customer Care Coaching 81

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. Regularly evaluate performance, provide constructive feedback, and celebrate achievements to keep agents motivated and on track.

Morale 78

Morale Gamification Contact Center Quality management 78

COPC

JANUARY 15, 2024

Lack of Manager Support   Coaching is an integral part of an effective onboarding process. By providing feedback and constructive criticism, staff productivity and performance will improve.   Recognize and Celebrate Success  Coaching to correct and guide is key to building proficiency and professional growth.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

CSM Magazine

DECEMBER 12, 2019

Coming with a natural “if/then/else” construction, decision trees make an excellent instrument helping you visualize a decision and break it in categories and components. Gamification in the Decision-Making Process. Based on the design and laws of computer video games, gamification is an advanced tool. Author Bio.

Gamification 52

Gamification Construction Accountability Coaching 52

CX Journey

NOVEMBER 12, 2015

Legoland, home to the legendary construction toy, never struck me as a conference venue. There is a real depth to this technique, and it’s akin to methods I’ve also seen work well in coaching scenarios. So, it makes sense to think about gamification here. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

Balto

OCTOBER 20, 2022

Based on the data received from the QA program, you’ll be able to coach and train agents to work towards this business goal and others important to your organization. Be sure to highlight where they are performing well and providing constructive feedback on areas they can improve. 6) Use Gamification.

Best practices 52

Best practices Call Center Gamification Coaching 52

Monet Software

APRIL 24, 2020

This will usually include formal QM training sessions, upskilling coursework and micro-coaching. If an agent feels threatened or disconnected, constructive critique can come across as harsh criticism. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades.

Contact Center 62

Contact Center Management call center workforce Gamification 62

Balto

SEPTEMBER 26, 2024

Leveraging data and real-time coaching ensures efficiency without compromising service standards. To prevent issues from escalating, employ real-time coaching tools that notify managers of key moments during calls. Implement a coaching program where supervisors work one-on-one with agents or reps to address areas for improvement.

Call Center 52

Call Center Coaching Morale Calibration 52

Outsource Consultants

JANUARY 27, 2025

To improve QA scores: How to Improve QA Scores: Implement regular coaching sessions with constructive feedback. Implement gamification strategies to encourage punctuality. These scores typically assess factors such as adherence to scripts, problem-solving skills, and communication effectiveness.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Playvox

APRIL 27, 2023

Gamification: Sometimes Work Can Be Fun And Games Contact center gamification includes a wide variety of strategies and programs designed to introduce friendly competition, social recognition, and a sense of progression into the day-to-day activities of your agents. The gamification software Kahoot!,

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

JustCall

MARCH 9, 2023

Here are a few tips to embrace when creating an objectives framework: Alignment: Think about how the objectives/goals will pair with your coaching and training methodologies Buy-in: Ask your agents about what their goals look like. If the goal is unattainable, it might dampen your agent’s motivation and set them for failure.

call center software 52

call center software Call Center Construction Best practices 52