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

Noble Systems

OCTOBER 18, 2018

Are agents making calls during times the schedule says they are available? Do they start their shift on time or take breaks when scheduled? Measurement of schedule adherence is important, and ongoing feedback to agents is essential to improving productivity. Gamification motivates employees to stay on track.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

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. Contact us today.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Noble Systems

APRIL 14, 2021

The call center industry especially is known for high employee attrition rates. And the ability to just log in and start working without a long commute helps eliminate lateness and can increase schedule adherence. An effective workforce management and scheduling tool helps manage flexible shifts and reduces administration time.

virtual call center 98

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

NICE inContact

JANUARY 23, 2019

Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims. CXone Workforce Management Pro automates forecasting and scheduling, which has improved both schedule adherence and service levels.

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

Noble Systems

APRIL 21, 2020

For contact centers, as well as businesses in every industry, it’s time to dust off and adapt business crisis and continuity plans to address the challenges posed by COVID-19. WEM solutions that enable agents to see their schedules and time and activity changes, apply for shift swaps, and request leave, help agents feel more in control.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68