Gamification Knowledge Base Schedule adherence 
Call Design
SEPTEMBER 21, 2021
Textbook knowledge, learning from presentations or listening to co-workers presents limitations when training agents. 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.
Calabrio
APRIL 11, 2025
searching the internal knowledge base, and accessing performance or evaluation data within a reporting dashboard. Knowledge Base Navigation: Quickly finding accurate information to assist customers. Best for: Building team cohesion, sharing practical, on-the-job knowledge, reinforcing learning through teaching others.
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Tenfold - Contact Center Blog
JULY 9, 2018
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. This is achieved maintaining a comprehensive knowledge base (FAQs) that customers can use as the first line of support. Cost Per Contact.
OctopusTech
MARCH 1, 2023
We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.
Playvox
JUNE 22, 2023
Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.
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