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 Luckily, there is: its called contact center gamification. Table of Contents: What is Contact Center Gamification?

Gamification 52

Gamification Contact Center Call Center Metrics 52

Noble Systems

OCTOBER 18, 2018

For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. Are agents making calls during times the schedule says they are available? Do they start their shift on time or take breaks when scheduled? Gamification motivates employees to stay on track.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Callminer

APRIL 24, 2020

The metrics you should prioritize are those which measure service level, call resolution, average handle time, agent schedule adherence, call abandonment, average hold time, and call abandonment. What to Include on Your QA Call Monitoring Form (With Examples). Avoid Negative Language. Call Center Metrics Guide.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Calabrio

APRIL 11, 2025

Examples of SMART training goals could include: “Improve FCR for Tier 1 agents by 10% within 3 months of completing the advanced troubleshooting module.” 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

Playvox

FEBRUARY 20, 2024

” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams.

Management 88

Management Gamification Calibration Quality management 88

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . As you think about WFM ROI in this example, ask yourself how much time various individuals spend on daily, weekly, or monthly WFM reports. Making things fun with gamification.

Management 86

Management Schedule adherence Coaching Contact Center 86

Tenfold - Contact Center Blog

JULY 9, 2018

The cases that should be included in the formula are issues that can be resolved during the first call–for example, booking changes, cancellations, and upgrades. 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.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78