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

OCTOBER 18, 2018

Measurement of schedule adherence is important, and ongoing feedback to agents is essential to improving productivity. Whether you capture this data via post-call surveys or other means, CSAT and Net Promoter scores directly measure how satisfied customers are with the support and service you provide. Why gamification works.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Callminer

APRIL 24, 2020

The key takeaway is to use customer feedback (surveys, social media, etc.) The metrics you should prioritize are those which measure service level, call resolution, average handle time, agent schedule adherence, call abandonment, average hold time, and call abandonment. Focus on the Metrics that Matter Most.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Playvox

FEBRUARY 20, 2024

It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option.

Management 88

Management Gamification Calibration Quality management 88

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. A 2016 survey by Call Center Helper shared that 62.7% Agent Schedule Adherence & Agent Attrition Rate. Cost Per Contact.

Metrics 78

Metrics Call Center Abandon Call Schedule adherence 78

Serenova

JUNE 5, 2020

Before COVID-19, Northwestern National Life released a survey in which 40% of respondents said they considered their jobs stressful. It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. Gamification options can also promote a stronger feeling of community.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Outsource Consultants

FEBRUARY 27, 2025

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. Customer satisfaction surveys are now more targeted and actionable. Many centers use post-call IVR surveys to gather immediate feedback.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67