gamification

Build Success with Your Contact Center Gamification Efforts

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Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Prior to having software solve all our needs we used to “gamify” the workplace through peer or team competition. Often with some sort of corkboard display to track and monitor the completion and performance. I’ve managed and created large […]

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diversity

Embrace Tenure Diversity in Your Contact Center

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Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees From the outside, we often have the inclination to make false […]

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culture

Time Well Spent – Hire for Culture Fit in the Contact Center

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We’ve all heard the saying “Happy agents make happy customers.” Corporate culture is one of the greatest influencers for happy agents, and it starts with a strong cultural foundation. There are countless opinions on what makes a great culture – some say it starts at the top with the leadership, others at the bottom with […]

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customer community

NICE inContact Customer Community has officially launched!

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The NICE inContact Customer Community is a valuable resource to help you and your team connect, collaborate, and share knowledge with peers in the contact center industry. When you join this exclusive site you’ll receive many benefits, including: Discussions, Unified Search, Customer Events, and Personal Messaging. See below for additional details. Discussions Collaborate, think outside […]

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landauer

LANDAUER Customer Service Critical to Building Radiation Safety Culture Worldwide

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For more than 60 years, Illinois-based LANDAUER® has been a pioneer in radiation technology safety and compliance. Working with clients across the globe, from veterinarians and dentists to labs and universities, the company operates from eight markets worldwide, providing innovative solutions for improving public health and safety. Today, LANDAUER sets the global standards for radiation […]

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contact center attrition

5 Tips to Lower Contact Center Attrition

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Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent […]

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schedule adherence

5 Tips for Improving Contact Center Schedule Adherence

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The backbone of managing labor within a contact center is often centered on a workforce management (WFM) system. WFM systems are responsible for forecasting the volume of contacts (phone calls, chats, SMS, email, etc.) and scheduling the staff required to handle that forecasted volume. Schedule adherence is simply the measurement that quantifies the percentage of […]

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