Calabrio

MARCH 7, 2025

Here are some of the most common causes: Burnout and Stress: The demanding nature of call center work, with high call volumes, challenging customer interactions, and strict performance metrics, can lead to high levels of stress and, ultimately, burnout. Why make their jobs harder than they need to be? GE Appliances did just that.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Social Media as a Contact Center Touchpoint.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. What is Workforce Optimization (WFO)? Workforce Management. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Fonolo

OCTOBER 3, 2018

As much as we’d like to have faith in humanity, and customers are entitled to feeling frustrated when ignored or delayed, call centers grapple with constant inappropriate and abusive calls on a daily basis. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.” For more information, visit www.zenarate.com.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

NobelBiz

MAY 22, 2022

WATCH NOW Ensure a reasonable degree of cross-campaign agent compatibility Call center campaigns (inbound, outbound, or blend) can see a lot of fluctuation in activity, volume, or demand.

call center workforce 52

call center workforce Call Center Management Gamification 52

Balto

APRIL 20, 2023

We asked respondents which metrics they were most concerned with, and their results varied when broken down by whether or not they had done layoffs. What remains true, however, is that the budget metrics we did measure had a correlation with the pressure respondents felt in their day to day. What are their priorities?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52