DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Fonolo

NOVEMBER 22, 2022

This is a 2-day virtual bootcamp course led by a live ICMI certified instructor, and covers key management practices for the contact center, important terms and definitions, how to meet service levels consistently, best practices in contact center forecasting, and much more! More on ICMI’s Contact Center Management Boot Camp ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

Playvox

FEBRUARY 20, 2024

Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive. We would not have been able to make the progress we have without Playvox WFM,” summarized Anokhee Mepani, Director of Global Operations / Technical Services, at MongoDB.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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.

Management 86

Management Gamification Quality management Schedule adherence 86

COPC

MARCH 11, 2024

Gamification: Is the platform equipped with advanced gamification features to enhance motivation, engagement, and performance from preboarding through to onboarding?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. Use gamification as part of training Incorporate game-like elements in training programs to increase engagement and motivation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. One fun way to provide recognition is via a gamification solution.

Morale 90

Morale Contact Center Quality management Coaching 90

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Serenova

JUNE 5, 2020

You can help combat this by dialing up feedback with quality management tools. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks. Gamification options can also promote a stronger feeling of community.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Playvox

FEBRUARY 2, 2022

When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. But to seal the deal you need to implement the right processes enabled by technologies, such as quality monitoring, training, and gamification. The Burnout Antidote.

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 new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. Visit www.playvox.com for more information.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

DMG Consulting

MAY 26, 2020

Interaction analytics, comprised of speech and text analytics, help supervisors and managers identify the reasons customers are contacting their agents, and also enable them to “hear” customer conversations even when their employees are working at home.

Contact Center 48

Contact Center Technology Gamification Management 48

Aspect

SEPTEMBER 21, 2018

If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed. You should manage to the same metrics that you manage to today, including measuring the agents experience and effectiveness of the processes.

At home agents 78

At home agents Coaching Gamification Metrics 78

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. Connect Performance Management to Purpose.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

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

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

NICE inContact

MARCH 29, 2018

Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inView TM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Issues are identified and addressed immediately.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

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

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

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Contact Center Enterprise Analytics 62

DMG Consulting

JANUARY 8, 2018

Coaching capabilities are frequently an integrated component of quality assurance (QA)/quality management (QM) solutions, which enables coaching feedback to be appended to evaluation forms and/or the recorded interaction.

Coaching 48

Coaching Contact Center Gamification Analytics 48

Call Design

AUGUST 20, 2019

“The magnitude of this change will allow for Call Design to continue its aggressive growth in the region and continually support Aspect Software in selling its best-of-breed solutions to contact centres across omnichannel interaction management and world-class workforce optimisation solutions.”. “As

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

“The magnitude of this change will allow for Call Design to continue its aggressive growth in the region and continually support Aspect Software in selling its best-of-breed solutions to contact centres across omnichannel interaction management and world-class workforce optimisation solutions.”. “As

Gamification 60

Gamification Employee engagement Consulting Consulting 60

CSM Magazine

FEBRUARY 1, 2022

Calabrio Performance Coaching is designed to provide contact centre managers the insight to deliver on both of these to their agents, leveraging information they already have in Calabrio Quality Management. “As Provide Coaches with Valuable Feedback Performance Coaching also improves coaching effectiveness.

Coaching 52

Coaching Gamification Customer Service Quality management 52

DMG Consulting

MARCH 12, 2018

Quality assurance (QA)/quality management (QM) – interactions, either recorded or live, assessed on an evaluation form and scored against established contact handling criteria. sales, collections, etc.).

Contact Center 48

Contact Center Gamification Coaching Analytics 48

NICE inContact

JULY 25, 2019

Challenges can consistently be given through gamification tools. It doesn’t have to be a time-consuming task either, you can unify coaching capabilities via powerful performance management. and quality management products. 4) Help Your Agents Set a Career Path. Employees don’t want to be stagnant.

Call Center 56

Call Center Gamification Coaching Surveys 56

DMG Consulting

JANUARY 10, 2022

Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Customer Centric Support

SEPTEMBER 1, 2016

Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. 3 – Polarizing Quality Management. Quality Management should be a process in which management and employees identify improvement opportunities together and work on them together.

Customer Service 48

Customer Service Gamification Customer centricity Quality management 48

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

Playvox

OCTOBER 12, 2022

Gamification in remote workforce training is proven to be effective. But video conferencing is only the start of the technology available to support remote customer service agents and manage remote customer support teams. 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

MARCH 13, 2022

Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning. Maximise performance : Create stronger teams. About the Author. Steve Joyner is VP UK&I at Avaya.

Gamification 52

Gamification Customer centricity Self service Surveys 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

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

Playvox

DECEMBER 21, 2022

Performance And Quality Management. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022. Playvox Motivation helps you do that through gamification and healthy competition. Related Article: 3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Expivia

JULY 21, 2021

Gamification. And gamification is a great way to do that. . Quality assurance (QA) and quality management (QM) are very important for your call center and your agents. We use omnichannel communication, workforce management software, and gamification to make our work efficient and effective.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52