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.


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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.


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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.


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contact centre

How People Are Equally As Important As Systems

In a time when digital transformation is in full flight, it’s important to remember that people play an equally important role as the solutions you deploy.


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gamification

How To Use Gamification To Improve CX In Your Contact Centre

High-quality professional customer support is crucial to building lasting customer relationships. Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation.


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contact centre

The Best Way to Train and Guide Agents to Success

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience.


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blog

How to Take Your WFM to the Next Level

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”


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gamification

5 Reasons Why You Need Gamification in Your Contact Centre Training

If you’re a manager within a sizable workforce, you’ve likely heard of gamification. This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents.


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IVR

The Needs to Know About Contact Centre Automation

The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful. Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes.


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contact centre

The Impact of the Wrong Software on Employee Experience

As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day, it's essential to understand where and how this has happened.


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WFM Solutions

8 Steps to Onboarding a Contact Centre Agent

Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter. Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service…


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