Calabrio

MARCH 7, 2025

Regularly check in with new hires, offer support, and provide constructive feedback during the initial onboarding period. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. Provide early engagement and feedback.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

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

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. Use gamification as part of training Incorporate game-like elements in training programs to increase engagement and motivation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NICE inContact

AUGUST 1, 2017

Lead with those positives, and then provide constructive feedback related to the performance gaps on your mind. 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.

Coaching 49

Coaching Contact Center Construction Gamification 49

DMG Consulting

JULY 26, 2018

Encourage coaches to share positive feedback as well as constructive criticism. Use gamification to recognize and reward agents for doing a good job. Document the QA criteria and what is expected for each call type so that call scoring is objective and agents know what is expected of them.

Best practices 48

Best practices Call Center Calibration Gamification 48

Monet Software

APRIL 24, 2020

Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered. If an agent feels threatened or disconnected, constructive critique can come across as harsh criticism. The real struggle in managing a remote workforce generally comes in belonging.

Contact Center 62

Contact Center Management call center workforce Gamification 62

Balto

SEPTEMBER 26, 2024

This shift from reactive to proactive quality management set the stage for the sophisticated QA practices we see today. Solution: Balance constructive criticism with positive reinforcement. The digital revolution of the late 20th and early 21st centuries brought about another transformation in call center QA.

Call Center 52

Call Center Coaching Morale Calibration 52