Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

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Contact Center Call Center Gamification Wait times 345

Fonolo

NOVEMBER 22, 2022

This is a 2-day virtual bootcamp course led by a live ICMI certified instructor, and covers key management practices for the contact center, important terms and definitions, how to meet service levels consistently, best practices in contact center forecasting, and much more! More on ICMI’s Contact Center Management Boot Camp ?.

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Call Center Management Benchmark Contact Center 147

Calabrio

FEBRUARY 27, 2025

In this guide, well take a look at different definitions of and approaches to contact center productivity. Provide regular opportunities for skill development, clearly communicate career paths and requirements, and utilize contact center quality management tools to track progress and identify areas for improvement.

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Call Center Metrics Gamification Contact Center 52

Calabrio

MARCH 4, 2025

The Cloud-Based Software Behind the Scenes Beyond a simple definition of the term, its impossible to talk about the omnichannel contact center without talking about omnichannel contact center software solutions that make them possible. Your contact center software should provide a unified agent desktop and access to complete customer history.

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COPC

MARCH 11, 2024

The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. Gamification: Is the platform equipped with advanced gamification features to enhance motivation, engagement, and performance from preboarding through to onboarding?

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Call Center Gamification Coaching Employee engagement 97

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. Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One fun way to provide recognition is via a gamification solution.

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Morale Contact Center Quality management Coaching 90

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Keeping a close eye on quality prevents costly customer churn.

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Quality management Coaching Contact Center Calibration 52