Calabrio

FEBRUARY 26, 2025

This prevents employee burnout and keeps service levels high. Self-scheduling & vacation bidding allow employees to manage their work-life balance Optimized staffing levels reduce excessive workloads and prevent burnout Automated forecasting ensures scheduling is both efficient and fair 2.

Coaching 64

Coaching Gamification Employee engagement Morale 64

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

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

Playvox

FEBRUARY 20, 2024

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. 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

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. 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

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

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