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Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. To improve results, teams will share best practices, creating a learning culture that cultivates great improvements in customersatisfaction. If these tactics prove successful, shout it from the rooftops.
For service teams, it’s all about resolving issues more quickly and improving customersatisfaction. With integrated IVR and ACD capabilities, call center software can be used to provide self-service options to callers, along with the ability to be easily connected to an agent. Includes gamification features.
Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like callrecording , quality monitoring , coaching , and gamification.
The explanation is simple: a dissatisfied agent with his tools, working circumstances, or hours will never produce a satisfied customer! Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work.
Workforce Management (WFM) and Workforce Engagement Solutions (WEM) can help to track the performance of agents and keep teams engaged with leaderboards and gamification. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions.
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