Calabrio

APRIL 11, 2025

Use surveys, interviews, and focus groups. Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. Ask: What types of customer interactions do you struggle most to resolve efficiently?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 31, 2025

But dont take business leaders word for it: this research bears out in employee surveys as well. According to the TalentLMS survey data cited above, these are the most popular ways gamification is used: Badges: Digital awards recognize agents for mastering skills or reaching milestones, providing a sense of accomplishment.

Gamification 52

Gamification Contact Center Call Center Metrics 52

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. You can help combat this by dialing up feedback with quality management tools.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

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

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. However, the two main components are Quality Management and Workforce Management. This results in long wait times and abandoned conversations.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Outsource Consultants

FEBRUARY 27, 2025

Predictive analytics tools forecast call volumes and optimize workforce management. This has resulted in improvements in schedule adherence and operational costs for many centers. Data-Driven Quality Management Many Indian call centers have adopted Six Sigma principles to minimize defects in their service delivery.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52