The Importance of Workplace Environment at Contact Centers

The Importance of Workplace Environment at Contact Centers

Contact centers exist to create a point of interaction between the company and its customers. This interaction is extremely important and can have a drastic impact on the customer’s perception of the brand. Ensuring that clients receive excellent service is therefore vital for the company’s existence.

Intrinsic and Extrinsic Motivation in Gamification

Intrinsic and Extrinsic Motivation in Gamification

Agent engagement is a subject that is constantly on the minds of contact center executives. Many theories have come about on how to enhance the call center workforce but one in particular stands out of the crowd. Intrinsic motivation with gamification concepts has been shown to be a highly effective method for increasing agent engagement. We’ll dive deeper into this theory in a little bit, but first, let’s introduce the term “gamification”.   

5 KPI’s That You Should Be Tracking in Your Inbound Call Centers

5 KPI’s That You Should Be Tracking in Your Inbound Call Centers

Key Performance Indicators (KPI’s) are essential in measuring fundamental objectives and targets in the call center industry. Typically, managers know the importance of analyzing these contact center KPI’s but oftentimes put emphasis on the wrong one’s or overload their agents with too many.

The Biggest Challenges Contact Center Agents are Facing in 2017 and Their Solution

The Biggest Challenges Contact Center Agents are Facing in 2017 and Their Solution

Working in a fast-paced call centre can be both stressful and challenging for agents. Dealing with frustrated customers, sticking to strict work timelines, and reaching performance goals are all hurdles that contact centre agents have to deal with on a daily basis. This is why employee disengagement and demotivation is usually highly prevalent in this industry.    

How to Manage and Optimize a Call Center Effectively - Infographic

How to Manage and Optimize a Call Center Effectively - Infographic

Managing and optimizing your call center is not an easy task but it doesn’t have to be a rollercoaster ride either. With the right tools and strategies put into place, you’ll be able to nourish a team that is motivated to perform its best in no time.

The ROI on Agent Engagement

The ROI on Agent Engagement

When implementing a new agent engagement solution, return on investment goes far beyond all the quantitative performance improvements your contact center will experience. Yes, KPI improvements are expected and nGUVU has demonstrated that a good concept based on behavior and data delivers results. Running contests and incentives may work, but influencing the behavior for a long lasting engagement brings much more benefits in the long run.

How to Engage Contact Center Agents

How to Engage Contact Center Agents

One of the biggest problems that contact centers face today is agent turnover. Research has shown that the agent turnover rate is at an all-time high with percentages ranging from 25% to 50%. Throughout our years of working with call centers, we’ve seen even higher rates depending on the industry and the environment that they function in.

nGAGEMENT’s Impact on Your Contact Center’s Returns

nGAGEMENT’s Impact on Your Contact Center’s Returns

Contact centers have been using gamification concepts since… pretty much, forever. Running contests and incentives has always been part of enhancing agent performance to meet or exceed a specific objective. But, because of the manual work involved within this process, contests are often too few and far between.

Blended KPIs: Contact Center Use Cases

Blended KPIs: Contact Center Use Cases
This week, I dive into two common use cases that serve to elaborate on how KPIs can be combined, and also prioritized, or weighted, to represent a fair and realistic measure of an agent's current performance and future potential.