Calabrio

MARCH 7, 2025

What exactly does it mean, how is it measured, and what are the current industry trends? By calculating the rates of agent turnover and attrition, you can not only understand changes in your workforce composition over time but also compare your trends to others across the industry. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Playvox

MARCH 27, 2023

Alternatively, burnout is a legitimate concern that impacts numerous people in various industries. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Calabrio

APRIL 11, 2025

Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. Industry-Specific Regulations: Any rules relevant to your sector (e.g., PCI-DSS in finance, HIPAA in healthcare).

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

COPC

MARCH 11, 2024

Gamification: Is the platform equipped with advanced gamification features to enhance motivation, engagement, and performance from preboarding through to onboarding? Question : What was your strategy for success as you walked in the door? What were your first priorities?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Calabrio

MARCH 4, 2025

But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact. Talkdesk offers omnichannel routing, customer service automation, and real-time reporting, tailored for use within a range of industries.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Playvox

MARCH 21, 2024

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. Regular training programs can keep agents up-to-date with industry trends and improve their problem-solving capabilities.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Motivate Agents To Higher Performance.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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. The multi-billion dollar contact center industry is facing a pivotal moment in this age of digital transformation. About Salesforce. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Outsource Consultants

FEBRUARY 27, 2025

Some centers have adopted gamification techniques to make product training more engaging. Many centers also incorporate mindfulness training to help agents manage stress and maintain composure during challenging calls. The future outlook for Indian call centers promises even more sophisticated quality assurance tools and methodologies.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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

Serenova

JUNE 11, 2019

Industry-wide attrition rates support that. Workforce management tools can help contact centers deliver these kinds of benefits by optimizing staffing and increasing forecast accuracy so you always have the right number of agents available to meet service levels while improving agent engagement and satisfaction. And agents do burn out.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

Call Design

FEBRUARY 10, 2022

Without the use of technology, a contact centre manager can only analyse the CX performance of one agent at a time, and to the personal preference of that manager. Quality Management software helps agents improve the customer service experience on the go and to the preference of both the customer and the contact centre manager.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Playvox

APRIL 5, 2022

The core of workforce engagement management (WEM) suites are workforce management (WFM) and quality management (QM) solutions. By leveraging the capabilities of Playvox’s workforce engagement management solutions, contact centers can improve performance metrics and elevate their operations across the board.

Contact Center 77

Contact Center Coaching Metrics Gamification 77

DMG Consulting

DECEMBER 7, 2020

Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CSM Magazine

FEBRUARY 1, 2022

Agents say that they are managing more than 14 additional omnichannel interactions every day compared to 18 months ago. These industry dynamics have left agents experiencing even more stress and feeling that employers do not do enough to provide support.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Playvox

OCTOBER 12, 2022

Today, Managing Well Means Means Managing Well Remotely. While some contact centers are considering a move back to a fully on-site workplace, there are clear signs remote work is here to stay —across industries and for customer experience organizations in particular. Download your copy here.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

AUGUST 15, 2022

Robin Gareiss, CEO and principal analyst at Metrigy, shared with No Jitter that while many industry leaders previously didn’t think remote would work for contact centers, the post-COVID need to effectively (and quickly) pivot has changed their views. Gamification in remote workforce training is one approach.

Contact Center 77

Contact Center Gamification Surveys Management 77

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

CSM Magazine

FEBRUARY 17, 2021

Avoiding siloed products by choosing an all-in-one solution that includes quality management (QM), workforce management (WFM), analytics and business intelligence, means agents and contact centre leaders can see all critical data on a single unified dashboard.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

DMG Consulting

MARCH 31, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. They also will self-manage and appreciate gamification !

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Playvox

MARCH 12, 2023

Implementing continuous training and development programs can help customer service agents improve their technical knowledge, stay current on industry practices, and provide better customer service due to enhanced soft skills. The same can be said for contact center training.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Enghouse Interactive

FEBRUARY 9, 2021

Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. AI and UC are transforming innovative organizations into successful industry leaders. Proactive and targeted notifications engage the right SME’s and supervisors or back office support as needed. The evidence is irrefutable.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

DMG Consulting

AUGUST 21, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

JULY 19, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, (..)

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. This revenue growth came primarily from 5 vendors: NICE, Verint, Calabrio, Aspect and Genesys. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 7, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Robotic Process Automation, Customer Journey Analytics, Contact Center (..)

Consulting 48

Consulting Consulting Analytics Marketing 48

Serenova

JUNE 20, 2019

In her recent webinar with Serenova, leading contact center industry analyst Sheila McGee-Smith shared this particularly revealing statistic: Gen Z is set to outnumber even Millennials this year to make up 32% of the global population (a staggering 7.7 Performance management tools can help here. billion total people). Challenge: FOMO.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Balto

SEPTEMBER 26, 2024

Call Quality Assurance in the Modern Age The journey of quality assurance in call centers is a testament to the industry’s adaptability and commitment to excellence. 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

NobelBiz

FEBRUARY 22, 2023

Knowledge base An effective knowledge management platform provides remote agents with rapid access to client replies. Industry leaders are incorporating voice analytics and artificial intelligence (AI) into products that identify the customer’s query or intent.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52