Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout?

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

NICE inContact

JULY 25, 2019

Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. Avoiding job boredom in the contact center is crucial to keeping them around.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Don’t Panic!”

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Performance management is a practice and culture that applies to individuals, teams and departments.

Innovation 40

Innovation Gamification Management Comparison 40

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Greg Levin, OFF CENTER, LLC ( www.offcenterinsight.com ). .

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62