Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Playvox

FEBRUARY 20, 2024

And, while you may think gamification is not necessary to engage and motivate working adults, research published by Harvard Business Review would tell you that gamification works quite well in motivating and engaging employees. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Agent morale can also be impacted by inconsistent feedback on performance. Identifying and addressing all of the factors that can impact agent engagement is essential for maintaining positive morale.

Morale 90

Morale Contact Center Quality management Coaching 90

COPC

MARCH 11, 2024

Are we providing insights into attrition rates and qualitative and quantitative feedback on recruitment quality and class pass rates? Are we getting feedback in this area to inform recruiting and training? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

MARCH 19, 2024

But the hidden gems of contact center AI lie in transforming quality management (QM) processes, improving agent engagement, and utilizing intelligent AI tools to assess customer sentiment and intent in various communication channels to anticipate and improve CX. AI can then assist the analyst to score and provide feedback.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

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. Quality Management. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. Real-time feedback and coaching can separate successful brands from mediocre ones by helping agents identify and correct issues as they arise.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Provide options for individual challenges, team-based competitions, and personalized feedback.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Playvox

JANUARY 12, 2023

Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Best practices 69

DMG Consulting

AUGUST 3, 2020

IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employee engagement. DMG estimates that adoption of AQM is less than 3% of the IA market today.) . Final Thoughts.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Serenova

NOVEMBER 19, 2019

Together, Serenova’s integrated solution will enable organizations to significantly improve their key performance indicators (KPIs) by enhancing employee engagement, efficiency and satisfaction—critical components to the contact center’s ability to drive business growth. This is our second acquisition to build out our WFO line.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. 5 Steps to Monitor Call Quality Like a Pro.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. Related Article: 7 Ways to Drive Cultural Change that Boosts Agent Morale Training Managers To Support Agents Without well-trained, empathetic managers in place, your agent experience is bound to suffer, eventually leading to costly turnover.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. QA delivers clear, quantitative feedback agents can build on.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

SEPTEMBER 30, 2021

The system tracks your movements and provides feedback and points based on how well you’re keeping up. You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness. In a contact center environment, feedback to agents should be hourly or at least daily.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Customer Guru

MARCH 7, 2018

Sue is an engaging speaker and a distinguished writer who contributes to multiple online forums and publications. Employee engagement, customer journey mapping, omnichannel customer experience, win/loss analysis, and customer success are a few of her many areas of expertise. What is your vision around CX at your company?

Marketing 62

Marketing Customer Experience Journey mapping B2B 62

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. 5 Steps to Monitor Call Quality Like a Pro.

Call Center 67

Call Center Contact Center Average Handle Time First call resolution 67

CSM Magazine

JANUARY 9, 2023

The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Playvox

FEBRUARY 2, 2022

In short, you need a solid employee engagement program. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. Implement A Full Quality Monitoring Program. There are a number of steps you can take to prevent burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers.

CRM 59

CRM Multichannel Analytics Telecommunications 59

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Having to measure up to rigorous performance standards is one of the stresses that every call center agent faces.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

DMG Consulting

APRIL 14, 2023

They generally come with an analytics-enabled quality management (AQM) application to automate the quality management process, and real-time guidance (RTG) to provide agents with alerts, best practices, and knowledge articles to handle customer interactions correctly.

Analytics 48

Analytics Contact Center Quality management Enterprise 48

Monet Software

APRIL 24, 2020

Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered. Feedback mechanisms to ensure communication is a two-way street. For more information about these elements, download our whitepaper on employee engagement here. Next Steps.

Contact Center 62

Contact Center Management call center workforce Gamification 62

Playvox

MARCH 12, 2023

Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve. Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

SEPTEMBER 7, 2021

From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Support Operations Manager. At Playvox, we prioritize what matters most to our customers — just like you do in your contact center!

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Verint

JANUARY 16, 2018

Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. Modern technology allows for an Automated Quality Management (AQM) process that provides more fairness for agents and is more useful to supervisors.

Coaching 34

Coaching Quality management Employee engagement Feedback 34

Playvox

AUGUST 15, 2022

The research also indicates 90% of organizations want to drive high employee engagement to help their employees stay motivated and increase retention. That’s because 45% of employees are likely to stay longer at a workplace where they feel engaged and appreciated. This was clear feedback in the research.

Contact Center 77

Contact Center Gamification Surveys Management 77

Call Design

OCTOBER 20, 2020

Listen to your customer’s feedback. Your customer’s feedback has never been more important than now! Implementing a digital training solution is the option to ensure that your agents understand company processes , especially the processes for remote work.

Surveys 78

Surveys Consulting Consulting Feedback 78

SharpenCX

JUNE 9, 2021

How your employees feel about your company’s core qualities — like collaboration, work environment, mission and value alignment — are 20% higher at companies with strong cultures. And all of these qualities are directly connected to employee engagement. . It’s easy as the manager to get stuck on the details.

Management 67

Management Contact Center Employee engagement Engineering 67

Talkdesk

JULY 16, 2019

Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Balto

JANUARY 30, 2025

Calabrio Workforce optimization & quality management Custom pricing 4.3 OttoQA Automated quality assurance Custom pricing 4.4 Convoso Outbound call centers & lead management Custom pricing 4.6 Customer retention & re-engagement Custom pricing 4.5 Pros: Saves time by automating manual QA processes.

call center software 52

call center software Call Center Multichannel Coaching 52