TeleDirect

APRIL 7, 2025

Encourage Peer Mentoring and Feedback Create a collaborative environment where experienced agents support new hires and share best practices. Customize Training by Role and Skill Level Tailor programs for inbound vs. outbound teams, technical support, and specialized departments.

Call Center 62

Call Center First call resolution Best practices Gamification 62

TeleDirect

MARCH 13, 2025

A: Key skills include active listening, problem-solving, empathy, technical proficiency, and adaptability. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated. Q3: How can we make training sessions more engaging? Q4: How do we measure the effectiveness of agent training?

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

TechSee

MARCH 7, 2019

For every customer episode – paying a bill, getting technical support with activating a device, etc. Decision support tools help agents make faster, smarter decisions based on problem diagnoses, previous successful actions and other relevant contextual information. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Outsource Consultants

NOVEMBER 29, 2021

Look for essential support functions to remain in office, particularly: In cases of compliance or security, where clients insist on in-office controls. Where access to physical items is critical to the agents’ job, like technical support for physical products and equipment. Biggest Remote Work Challenges in 2022.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Calabrio

OCTOBER 15, 2019

Idaho Central lets top agents select their schedules and invite agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification and scheduling policies. More than half of Idaho Central’s agents maintain a perfect attendance record. The Engager – Blue Ridge.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

DMG Consulting

OCTOBER 4, 2018

Organizations that invested in them spent lots of time finding and loading the data and trying to get their employees, particularly those in contact centers, customer service organizations, technical support functions and field service, to use the solutions.

Management 72

Management Virtual Agent Gamification Technical Support 72

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78