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

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

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

Talkdesk

APRIL 8, 2016

Earlier this week, Talkdesk had the pleasure of hosting a live webinar with SpotHero’s resident data expert, Nate Peace. Over the course of the webinar, Nate shared some of the wisdom he has learned as SpotHero’s Support Operations Lead and offered valuable advice to listeners during a lively Q&A session.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

inSided

OCTOBER 2, 2019

Traditionally in B2B SaaS companies, speaking to your customers involved webinars, meet-ups and in-person events. Roundtables were a mainstay when it came to gathering customer information on your product and service. Utilize your user community’s expertise If you don't already have a Customer Success community, get one.

Self service 67

Self service B2B SaaS Gamification 67

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. These kinds of call center metrics can help you to make informed decisions about workforce management and service level.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Vistio

APRIL 2, 2022

And while customers were forgiving during the emergency in terms of service levels, now they’re not so much so. And let’s take something like a service level. I’ve seen many companies just come up short in that service level commitment. In fact, not only comfortable, but they expect it.

Contact Center 52

Contact Center Real estate Customer Service Self service 52