Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Elements of a WFO Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

MARCH 27, 2023

Training programs should be designed to meet the specific needs of the contact center and its agents. It is important to regularly assess the effectiveness of training programs and make necessary adjustments to ensure that they are meeting the needs of both the agents and the customers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

FEBRUARY 20, 2024

And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. Needless to say, managing their remote work team effectively was a significant problem. Once MongoDB implemented Playvox Workforce Management, these issues were resolved.

Management 88

Management Gamification Calibration Quality management 88

Calabrio

MARCH 7, 2025

Make time for team meetings, but give agents an overview of the agenda so you can have an open and productive discussion. Then add one-on-one meetings to the mix. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

NobelBiz

FEBRUARY 27, 2024

Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

COPC

MARCH 11, 2024

Then, take steps to attract and recruit the best-fit candidates who meet minimum hiring requirements. It’s important to ask open-ended and follow-up questions to gain deeper insights: Does the job meet your initial expectations? Please explain. What are the most significant challenges you encounter in your role?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

MARCH 12, 2024

When employees are motivated intrinsically, they are more likely to be passionate about their work and go above and beyond to meet their goals. Many of Playvox’s customers leverage tools like gamification to motivate their teams. Start by conducting 1-on-1 meetings to understand their professional goals and motivations.

Morale 78

Morale Gamification Contact Center Quality management 78

Calabrio

MARCH 4, 2025

Customers demand businesses meet them on their preferred channels and remember past interactions. An omnichannel contact center enables businesses to meet these expectations, boost satisfaction, and build loyalty. Why Omnichannel Matters Today In our connected world, omnichannel isn’t optionalit’s expected.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Serenova

JUNE 11, 2019

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. Adopt Continuous Two-way Feedback.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

DMG Consulting

DECEMBER 7, 2020

Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

Coaching 52

Coaching Gamification Customer Service Quality management 52

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Outsource Consultants

FEBRUARY 27, 2025

Some centers have adopted gamification techniques to make product training more engaging. Data-Driven Quality Management Many Indian call centers have adopted Six Sigma principles to minimize defects in their service delivery. How do Indian call centers ensure high-quality customer service?

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

CSM Magazine

MARCH 13, 2022

Offering customers and employees a broader communications solution allows everyone to communicate in a way that meets their needs. A monolithic, one-size-fits-all approach doesn’t meet the wide range of needs businesses and their constituents have,” said Simon Harrison, Senior Vice President and Chief Marketing Officer, Avaya.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Customer Centric Support

SEPTEMBER 1, 2016

Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. This is nearly impossible if they look around and see agents that are not meeting expectations and nothing is done about it. 3 – Polarizing Quality Management. Collaboration Detractor No.

Customer Service 48

Customer Service Gamification Customer centricity Quality management 48

DMG Consulting

MARCH 31, 2017

DMG’s tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. million from $1,669.7

Consulting 48

Consulting Consulting Marketing Gamification 48

Playvox

OCTOBER 12, 2022

Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. Gamification in remote workforce training is proven to be effective. For optimization, Workforce Management and Quality Management solutions are game changers.

Best practices 76

Best practices Contact Center Management contact center solutions 76

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). The pandemic has shifted the world of work and elevated the importance of agility in contact centres to meet the moment – whatever that moment may be.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Playvox

AUGUST 15, 2022

Gamification in remote workforce training is one approach. If you’re struggling to manage your remote workforce, also consider implementing workforce management and/or quality management solutions. Both managers and agents agree communication is key to helping agents feel like part of a team and improve engagement.

Contact Center 77

Contact Center Gamification Surveys Management 77

NICE inContact

AUGUST 1, 2017

Additionally, try to change the overall tone of your staff meetings. Many staff meetings begin and end with the contact center manager discussing the areas in which they are under performing, and reviewing the new processes being implemented to fix inadequacies. This makes work fun and engaging for agents.

Coaching 49

Coaching Contact Center Construction Gamification 49

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Part of your job as a contact center leader is to meet agents where they are and deliver training in ways that work for them. For instance, Lindsey J.,

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

MARCH 12, 2023

Regularly reviewing and refining response times can help ensure that your team is meeting customer expectations. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Ready to learn more about how you can improve the efficiency of your contact center?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

DMG Consulting

MARCH 16, 2018

DMG’s eleventh annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

The 2017 – 2018 Workforce Optimization Product and Market Report provides the vendor, product, functional, technical and pricing information that enterprise, contact center and IT leaders need to select the right solution to meet their organization’s current and future front- and back-office WFO requirements.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 21, 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 Analytics Marketing 48

DMG Consulting

AUGUST 21, 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 Virtual Agent Marketing 48

DMG Consulting

JULY 19, 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. # # #.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 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. # # #.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Monet Software

APRIL 24, 2020

Others will find remote agents better able to meet increasing customer demand for off-hours service. Successful contact centers will often use techniques like: Team meetings to launch the day and provide a “check in” similar to pre-shift sessions for on-site agents.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

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

OCTOBER 18, 2017

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 48

Consulting Consulting Analytics Marketing 48

Enghouse Interactive

FEBRUARY 9, 2021

Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. By leveraging advanced technologies, organizations can successfully meet the ever-changing needs of customers while preparing for the future… simultaneously improving their customer’s experience with industry-leading efficiency.

Contact Center 68

Contact Center Self service Chatbots Average Handle Time 68

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