Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Luckily, there is: its called contact center gamification. Table of Contents: What is Contact Center Gamification?

Gamification 52

Gamification Contact Center Call Center Metrics 52

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

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. Integrate Quality Insights Directly into Coaching Workflows Bridge the gap between evaluation and development.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive.

Management 88

Management Gamification Calibration Quality management 88

Serenova

JUNE 5, 2020

It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. 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.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

CSM Magazine

JANUARY 9, 2023

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Outsource Consultants

FEBRUARY 27, 2025

Predictive analytics tools forecast call volumes and optimize workforce management. This has resulted in improvements in schedule adherence and operational costs for many centers. Some centers have adopted gamification techniques to make product training more engaging.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67