automation

5 Ways Contact Centre Automation Improves Efficiency

With real time automation you can improve efficiency and create a better customer experience for both customers and staff. The software connects to both your contact centre platform and your workforce management system enabling it to monitor queues and update schedules with changes in real time.


gamification

5 Powerful Capabilities of Gamification

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. By encouraging workplace competition and collaboration, you can help agents improve productivity levels, produce a greater quality of work, and accurately achieve company goals and objectives. 


contact centre gamification

How to Use Gamification to Engage Remote Teams

Disconnected? Disinterested? Not sure how everything fits anymore? These are often the sentiments expressed as working from home employees reshuffle pandemic style and adapt. Those who have worked at home know how hard it is to remain motivated and attentive throughout the entire day.


contact centre

Why Contact Centres Must Accelerate Their Digital Transformation Strategies

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Delivering a personalised customer service experience is also critical to cater to customer preferences which can be achieved much easier by implementing the latest and greatest technology rather than trying to use workarounds in some of the older systems.


back office

#1: Back-Office WFO Series: Three Tips to Designing a Forecast Task List

The number one failing when implementing WFM into the back office is workload forecasting. All too often, forecasting lands in the ‘too hard basket’ and people end up making ‘off the cuff’ staffing decisions that impact the customer and the business. It takes a little more effort and time to get your forecasting right, but the payoff is irrefutable.


gamification

Building A Modern Engagement-Centric Workforce

The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.


logj42

log4j2 Vulnerability

Call Design is aware of the recently identified log4j2 vulnerability and has reviewed our internal, our Hosted systems and customer solutions as well as the leading products that we support.


contact centre gamification

5 Things To Consider When Designing Your Gamification

While a large proportion of recent studies have shown that gamification can improve KPIs in virtually every touchpoint of a contact centre, there are still dozens of areas of consideration that need to be evaluated to provide an effective gamification system.


contact centre

Getting Data from your WFM System

WFM systems have been revamping to cater for shifting industry standards in how contact centres are servicing their agents and this overhaul has seen many backend changes happen over a short period of time.


gamification

Why Gamification Is Critical To Customer Service

As the increased demands for quality and quantity of customer service show no signs of slowing down, contact centre managers must build engagement designed to last and continue growing with the customer's demands.