CSM Magazine

JUNE 10, 2021

Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem.

Gamification 105

Gamification How To Call Recording Analytics 105

Vonage

JANUARY 20, 2016

Some, like Five9, offer third party plug-in applications that redact credit card information from call recordings after the call. You might then want to be able drill down and listen to the calls to understand why it took multiple interactions to resolve an issue and take corrective action, for example offering agent training.

CRM 120

CRM Sales Gamification Call Center 120

Vonage

MARCH 26, 2018

Conversation Analyzer and our call recording technology enable managers to use these principles to coach agents by showing examples of calls that were handled well and those that could use improvement. Also, keep in mind that negative experiences hurt more than positive ones help; and emotions change experiences as they happen.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Talkdesk

JULY 16, 2019

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 call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

APRIL 18, 2022

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. Data such as average call handling time and initial call resolution rates can be used by call center managers to track individual development.

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

MARCH 23, 2022

If you want to use capabilities like call recording, you’ll need a lot of storage space. Coaching, recording, and other on-the-spot solutions There are numerous ways to boost your ROI with today’s call center technologies. On-call coaching, call recording solutions, call whispering , and many other available examples.

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

CSM Magazine

JUNE 3, 2021

Workforce Management (WFM) and Workforce Engagement Solutions (WEM) can help to track the performance of agents and keep teams engaged with leaderboards and gamification.

Connections 52

Connections Customer Connectedness Gamification Call Recording 52