Call Design

SEPTEMBER 21, 2021

Understanding that every agent is different, catering for their unique characteristics, behaviours, and preferred learning styles is vital to the training courses they do. Gamification changes the game in the agent training space. Schedule adherence. Replace Smaller Assessments With Gamification. Data Analytics.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Calabrio

APRIL 11, 2025

E-Learning & Microlearning Modules: What it is: Online courses, videos, and short, focused learning modules (microlearning) that agents can access on demand. Contact Center Gamification : What it is: Incorporating game mechanics like points, badges, leaderboards, and challenges into the training process.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Serenova

JUNE 5, 2020

It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. Gamification options can also promote a stronger feeling of community. Plus, for many people, competition is fun, and that helps balance the stress and fears that are so prevalent in the course of our days now.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75