Noble Systems

AUGUST 4, 2020

Use workforce management (WFM) to take the guesswork out of scheduling by automating the process of balancing business demands, staff requirements and service level expectations. Gamification (applying game mechanics to learning) drives desired agent behaviors, provides ongoing feedback, and rewards collectors for reaching their goals.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Noble Systems

JULY 24, 2020

Workforce Management (WFM) is the art of having the right number of skilled people, and supporting resources, in the right place at the right time to meet the desired service levels for an accurately forecasted workload. GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers.

Call Center 87

Call Center Technology Gamification Morale 87

Noble Systems

MARCH 22, 2021

Gamification Accelerates Learning and Improves Retention. For new hire training and ongoing skill and knowledge development and retention, gamification can accelerate learning. Applying game mechanics to non-game activities, healthcare call center technologies for gamification lead to a more engaged workforce.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Callminer

APRIL 24, 2020

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. However, you should be careful not to measure too much so you don’t end up drowning in metrics and data. Avoid Negative Language.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

OCTOBER 9, 2018

The conference will host more than 500 attendees, feature over 35 speakers, and offer multiple breakout sessions on a range of relevant subjects including customer care design, gamification, automation, and culture-building. Learn how to become an expert in Service Level Agreements (SLAs). How to Set a Winning Service Level.

Customer Care 78

Customer Care Gamification industry standards Service level 78

Fonolo

DECEMBER 6, 2022

SLAs: Service-Level Agreements are your promise to your customers. Use incentives and gamification . Do you track KPIs that monitor both your call center performance and your agent performance? Here are a few helpful guidelines to make sure your KPIs promote and enhance your call center development. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Noble Systems

APRIL 21, 2020

Quality Monitoring – The ability to monitor and manage resources and service levels, observe agent activities and calls, and view system activities, phone lines, and queues. Robotic Process Automation (RPA) – A service option with the potential to balance efficiency and service demands.

call center software 80

call center software Call Center Technology Contact center software 80

Outsource Consultants

FEBRUARY 12, 2025

Gamification for Engagement Gamification proves to be a powerful tool for boosting agent engagement and productivity. A financial services company introduced a points-based system where agents earned rewards for meeting KPIs. When you implement gamification, align the rewards with your business goals.

Call Center 67

Call Center Management Gamification outsourcing 67

Noble Systems

SEPTEMBER 29, 2020

Gamification. Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. WFO TERMS TO KNOW. Process Automation.

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

teleopti

DECEMBER 7, 2018

We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving to retain their staff. Ask yourself – How are you investing in your people? New technology?

Gamification 48

Gamification Service level Banking Sales 48

Fonolo

OCTOBER 3, 2018

For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line. How to Set a Winning Service Level. Meeting the Industry Standard of Service Level. There are some basic, cost-effective ways of dipping your toes into cultural change in the office.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

NICE inContact

JANUARY 23, 2019

Accurate staffing was impossible, as was keeping service levels high. CXone Workforce Management Pro automates forecasting and scheduling, which has improved both schedule adherence and service levels. Meanwhile, service levels have stayed around 98 percent—all while Appriss continues to make the world a better place!

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

Noble Systems

SEPTEMBER 3, 2019

They also allow you to build greater flexibility into the schedule so that you can easily vary start times, break times and end times to satisfy agents while ensuring optimum service levels. Gamification. Gamification uses game mechanics to make training more fun. Lack of proper agent training. Leaderboards also help.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

NobelBiz

FEBRUARY 27, 2024

By ensuring that the right number of agents, with the appropriate skill sets, are available at the right times, call centers can significantly improve their service levels and customer satisfaction. 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

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. The global cloud-based contact center market is expected to grow from (what was) USD 6.80 billion in 2017 to USD 93 billion by 2022!

Call Center 85

Call Center Airlines Contact Center Self service 85

DMG Consulting

APRIL 8, 2024

However, when all is said and done, today’s WFM solutions still have the same two core objectives they had when first introduced over 50 years ago: forecasting the volume of work expected to arrive in a given time frame and scheduling the appropriate resources to get the work done within a service level.

Management 62

Management Gamification Contact Center Consulting 62

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. But to seal the deal you need to implement the right processes enabled by technologies, such as quality monitoring, training, and gamification.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Outsource Consultants

JANUARY 27, 2025

Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). Read more about how outsourcing can help optimize AHT Achieve Optimal Service Levels Service Level measures the percentage of calls answered within a predefined timeframe.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Outsource Consultants

JANUARY 9, 2025

Omnichannel solutions give agents access to customer information and interaction history across all channels, resulting in more personalized and efficient service. Workforce Management Tools Optimize Operations Effective workforce management maintains high service levels while controlling costs.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Transparent BPO

AUGUST 13, 2019

When you equip agents with the training and tools needed to do their job well, they will reward you with service level metrics met and exceeded. Training new agents also requires some “toggling” through the use of multimedia, role-playing, and gamification. It’s why our attrition rate is an industry low.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Noble Systems

MARCH 19, 2021

This includes dashboards that show real-time agent, queue, and service status and the ability to drill-down to a specific agent, line, or queue, or even to the call level. they can make sure agents are on task, service levels are being met, and performance is on target to achieve KPI goals. Call Recording and Monitoring.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

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

Aspect

JANUARY 21, 2019

Ability to communicate with software applications in any channel: Voice, SMS, web chat, or digital assistants like Amazon Alexa make it easy to quickly schedule a vacation day or determine yesterday’s service level (for supervisors).

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Noble Systems

AUGUST 1, 2019

This has a negative impact on occupancy rates and service level and can cause greater strain on others. Gamification can motivate agents and keep them engaged, productive and happy. If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

TechSee

SEPTEMBER 18, 2019

When after call work is executed properly, overall service levels are improved and customer satisfaction increases. This can be accomplished through gamification , cash bonuses or other incentives such as priority parking and shift preference. Tools & Tech to Streamline after call work.

Average Handle Time 84

Average Handle Time CRM Contact Center Gamification 84

DMG Consulting

AUGUST 13, 2024

It’s important to measure and track shrinkage because it negatively impact’s a contact center’s ability to meet its service level commitments. Shrinkage cannot be avoided but contact center managers should implement programs to manage and minimize it and its impact on their service level. unplanned events (e.g.,

Gamification 48

Gamification Contact Center Coaching Service level 48

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. Service Level. A vendor signs a contract or Service Level Agreement (SLA) with a client to seal the deal. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Playvox

MARCH 21, 2024

One fun way to provide recognition is via a gamification solution. If your WFM system cannot schedule for this type of complexity, service level agreements (SLAs) may be missed, causing agents to be overwhelmed and dissatisfied.

Morale 90

Morale Contact Center Quality management Coaching 90

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

JustCall

MARCH 6, 2023

Customer service levels rise because motivated agents try harder to perform well. Gamification Gamification refers to the process of using elements from online games in other areas. When it comes to call center incentives, gamification can be seen in the form of points, levels, and achievements.

Call Center 52

Call Center Gamification Metrics Upselling 52

inSided

OCTOBER 2, 2019

Here customers respond to 40% of community questions, which can greatly benefit your support team while improving self-service levels and the overall user experience. Take B2B software company, Infoland's Community for example.

Self service 67

Self service B2B SaaS Gamification 67

teleopti

OCTOBER 3, 2019

In an instant, staff can move their lunch to take advantage of that last-minute appointment at the hairdresser or if they are planning a weekend away, they are able to move their afternoon break so they can organize it, all this while improving service levels in the contact center. Humanize the workplace.

Self service 59

Self service Contact Center Gamification Service level 59

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Top 5 Self-Service Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Calabrio

OCTOBER 3, 2019

In an instant, staff can move their lunch to take advantage of that last-minute appointment at the hairdresser or if they are planning a weekend away, they are able to move their afternoon break so they can organise it, all this while improving service levels in the contact center. Humanize the workplace.

Self service 58

Self service Gamification Contact Center Service level 58

Noble Systems

AUGUST 27, 2020

Text to Speech and Automated Speech Recognition software, usually used with an IVR, to allow faster service, or even self-service. Quality Monitoring tools to manage resources and service levels, observe rep performance, and view system activities, phone lines, and queues.

Telemarketing 53

Telemarketing Call Center Gamification Contact center software 53