Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Callminer

APRIL 24, 2020

In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Leverage Call Monitoring & Scoring. Avoid Negative Language.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Noble Systems

OCTOBER 18, 2018

The key here is to understand how each agent or agent group is performing today. 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. Why gamification works.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Noble Systems

MARCH 22, 2021

Automated WFM efficiently and effectively provides accurate forecasting, skills-based staffing optimization, intra-day changes, and schedule adherence. Workforce management healthcare call center solutions eliminate the time spent on scheduling and ensures appropriate staffing at all times.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Noble Systems

SEPTEMBER 29, 2020

An effective WFO strategy can help a smaller center compete with larger groups, helping to level the playing field by using data-driven decision making to define employee and customer strategies across the organization. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Workforce Management. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

APRIL 14, 2021

Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. What is a virtual call center? This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Noble Systems

MARCH 19, 2021

The ACD (automatic call distribution) lets you direct traffic more efficiently including advanced routing tools such as multiple call queues and agent groups, hold and overflow routing rules, and more. Gamification is the latest player on the WEM field, and it’s quickly becoming an MVP in the employee engagement arena.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98