Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Voice of The Customer. Gamification. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Calabrio

APRIL 11, 2025

Contact Center Gamification : What it is: Incorporating game mechanics like points, badges, leaderboards, and challenges into the training process. Best for: Building team cohesion, sharing practical, on-the-job knowledge, reinforcing learning through teaching others. This is one of the effective call center training ideas.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. Customer Retention & Churn Rate. Customer Retention (CRR) and Customer Churn (CCR) rates go hand in hand. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Noble Systems

AUGUST 1, 2019

By ignoring the signs of agent overload and just considering high attrition as a fact of life in your contact center, you are risking your reputation, and the negative impact to customer satisfaction, customer retention and bottom-line results. Gamification can motivate agents and keep them engaged, productive and happy.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Outsource Consultants

JANUARY 27, 2025

Adherence to Schedule Schedule adherence measures whether or not call center agents adhere to their assigned schedules and meet the required work hours. To boost adherence: Ways to Boost Adherence: Use workforce management software for optimized scheduling.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Playvox

JUNE 22, 2023

First Contact Resolution A case in which a customer’s question is answered or a problem is solved during the initial interaction so that no follow-up contacts are necessary. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52