Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Voice of The Customer. Quality Management. Gamification. What are the Benefits of using a WFO Solution? WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

FEBRUARY 20, 2024

We would not have been able to make the progress we have without Playvox WFM,” summarized Anokhee Mepani, Director of Global Operations / Technical Services, at MongoDB. Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive.

Management 88

Management Gamification Calibration Quality management 88

Calabrio

MARCH 7, 2025

Identify Key Sources of Agent Stress A Salesforce survey found that 71% of service agents in contact centers had considered quitting in the past six months and 69% considered leaving customer service entirely. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Customer Centric Support

SEPTEMBER 1, 2016

Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. 3 – Polarizing Quality Management. Quality Management should be a process in which management and employees identify improvement opportunities together and work on them together.

Customer Service 48

Customer Service Gamification Customer centricity Quality management 48

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. And why is it so critical to customer service and the all-important hub that is the omnichannel contact center? But whats the difference exactly?

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Playvox

MARCH 21, 2024

Definition of Agent Morale Agent morale refers to the overall satisfaction, motivation, and mental well-being of customer service representatives in a contact center. As noted above, a high level of morale among your customer service representatives directly translates to a positive customer experience.

Morale 90

Morale Contact Center Quality management Coaching 90

CSM Magazine

FEBRUARY 1, 2022

Calabrio Performance Coaching is designed to provide contact centre managers the insight to deliver on both of these to their agents, leveraging information they already have in Calabrio Quality Management. “As Provide Coaches with Valuable Feedback Performance Coaching also improves coaching effectiveness.

Coaching 52

Coaching Gamification Customer Service Quality management 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. Those who are satisfied with their work are more likely to provide better customer service. Want to learn more?

Morale 78

Morale Gamification Contact Center Quality management 78

Call Design

FEBRUARY 10, 2022

While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Effectively delegating this work allows agents to focus on more critical elements of the customer experience rather than simple data entry. Efficiently Manage Workforces.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. The Burnout Antidote.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

APRIL 5, 2022

For high performance to be sustainable, it needs to be embedded in the culture and practices of the customer service organization. Customer service organizations that leverage these capabilities are able to take their employee experience – and customer experience – to the next level.

Contact Center 77

Contact Center Coaching Metrics Gamification 77

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Increased cost of space.

At home agents 78

At home agents Coaching Gamification Metrics 78

Outsource Consultants

FEBRUARY 27, 2025

India’s call centers have long been a cornerstone of global customer service. However, recent years have seen a remarkable transformation in their approach to quality assurance. At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

CSM Magazine

JANUARY 9, 2023

With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.” Visit www.playvox.com for more information.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Call Design

AUGUST 20, 2019

“The magnitude of this change will allow for Call Design to continue its aggressive growth in the region and continually support Aspect Software in selling its best-of-breed solutions to contact centres across omnichannel interaction management and world-class workforce optimisation solutions.”. “As

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

“The magnitude of this change will allow for Call Design to continue its aggressive growth in the region and continually support Aspect Software in selling its best-of-breed solutions to contact centres across omnichannel interaction management and world-class workforce optimisation solutions.”. “As

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Playvox

SEPTEMBER 20, 2023

Here’s the truth: They’re best used to eliminate time-consuming, repetitive tasks that don’t directly affect customer service. By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience.

Quality management 52

Quality management Coaching Contact Center Calibration 52

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Contact Center Enterprise Analytics 62

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. This leads to undesirable outcomes that have a snowball effect, such as poor customer service, which leads to angry customers.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Expivia

JULY 21, 2021

Gamification. And gamification is a great way to do that. . It allows customers to verify their identity without going through the long and tedious verification process. . Quality assurance (QA) and quality management (QM) are very important for your call center and your agents. Video Customer Service.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Playvox

AUGUST 15, 2022

According to Gartner , 38% of Customer Service Representatives (CSRs) are disengaged from their jobs and 28% are neutral. This is significant data because high resignation rates can drive poor customer outcomes and increase operating costs. Gamification in remote workforce training is one approach.

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

MAY 2, 2023

But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Moving to a cloud contact center and workforce engagement solution means shifting your data, software, and hardware used to provide customer service from on-premises solutions to a cloud-based infrastructure.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

CSM Magazine

FEBRUARY 17, 2021

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. The latest analytics tools help contact centre leaders understand the “why” behind the “what” of operations to improve agent and customer experience.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

CSM Magazine

MARCH 13, 2022

Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning. Maximise performance : Create stronger teams. About the Author. Steve Joyner is VP UK&I at Avaya.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

DECEMBER 21, 2022

For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. Performance And Quality Management. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022. Regular inclusion in company events.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences?

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

NICE inContact

NOVEMBER 6, 2018

That insight needs to at least include a thorough understanding of the customer experience, including measurements such as NPS and CSAT, how effective is your system from a routing and automation point of view, are your agents empowered to provide superior customer service, are you on target for your KPIs. Consolidate tools.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

DMG Consulting

MAY 7, 2018

The 2018 Knowledge Management Product and Market Report is the only in-depth analysis of these practical and increasingly essential solutions.

Consulting 48

Consulting Consulting Marketing Management 48

Balto

SEPTEMBER 26, 2024

In the fast-paced world of customer service and sales, call quality assurance plays a pivotal role in shaping the experiences that can make or break a company’s reputation. In the early days, quality assurance was often an afterthought, with supervisors randomly listening in on calls and providing sporadic feedback.

Call Center 52

Call Center Coaching Morale Calibration 52

CSM Magazine

JUNE 3, 2021

Workforce Management (WFM) and Workforce Engagement Solutions (WEM) can help to track the performance of agents and keep teams engaged with leaderboards and gamification.

Enterprise 52

Enterprise Gamification Multichannel Analytics 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

FEBRUARY 22, 2023

Contact Centers may give specialized online training and coaching to agents based on performance statistics by utilizing data from automated quality management, speech analytics, and gamification. You may also add gamification features to these dashboards to further engage and encourage employees in real time.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

Contact Centers may give specialized online training and coaching to agents based on performance statistics by utilizing data from automated quality management, speech analytics, and gamification. You may also add gamification features to these dashboards to further engage and encourage employees in real time.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52