Noble Systems

SEPTEMBER 29, 2020

WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals. Performance Management & Coaching – Use tools like Gamification to create a more engaged workforce and help move your bottom lines and improve key metrics.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Verint

MAY 11, 2015

I’ve written a few blogs about clients who have enjoyed improvements in employee productivity with employee scorecards ( Leading Financial Services Firm , Does Kindergarten Belong in Business , Vision Insurer Enhances Employee Engagement ), and this healthcare insurer is no different.

Management 42

Management Coaching Employee engagement Healthcare 42

Verint

FEBRUARY 10, 2016

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Call review and coaching sessions contribute to team building. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Verint

DECEMBER 13, 2017

When you can evaluate many more calls, you can get a better understanding of your agents’ performance and take appropriate action to automatically assign coaching exactly when and where it’s needed. Increase Employee Engagement by Providing Transparency. helping your organization to create a better customer experience.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. contact center industry, and likely the global contact center industry. The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S.

Quality management 29

Quality management Call Logging Management Employee engagement 29

NobelBiz

MAY 22, 2022

The benefits of effective workforce management: Whether you’re a large or small business, you can’t afford to ignore workforce management, especially if you happen to manage a call center. Next, let’s go through a non-exhaustive list of benefits that can come with improved workforce management.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

FEBRUARY 7, 2018

Automation capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits to your quality team, as well as your frontline employees, your customers and your company.

Quality management 25

Quality management Coaching Contact Center Management 25

Verint

OCTOBER 30, 2017

Although news about recent advances in automation technology may be creating employee anxiety, these capabilities can actually empower employees and make their lives—and those of your customers—even better. The Customer Service Summit. November 16; New York City.

Contact Center 6

Contact Center Self service Best practices Coaching 6