If you said, “thresholds are a strip of wood, metal, or stone forming the bottom of a doorway”, well…. you’d technically be right, but we’re not talking about that kind of threshold. No, we’re talking about time (or count) thresholds as they relate to inbound calls in your call center. These are pre-planned values […]
You’ve made it to the third installment of our gamification series! We hope you are as excited as we are about implementing this in your call center. But, before you get started, let’s discuss how to keep your gamification program running like a well-oiled machine consistently over a long period of time. If you’ve been […]
Creating your own call center agent gamification program can feel like a stressful, daunting task. However, we are here to tell you that it doesn’t have to be awful. It’ll take a little bit of time, but the outcome will be more than useful in teaching your team how to better work towards their performance […]
You’ve probably heard the term gamification. But what does gamification really mean? Or most importantly, how could it actually be useful in the call center? Find the answers to these questions and more in the video below. Take a look! Gamification Defined Some people think of gimmicks with the term “gamification” like […]
When it comes to call centers and data, most everyone knows what a Key Performance Indicator (KPI) is. Call Center KPIs help determine if teams are meeting their performance goals and overall business goals, including agent performance and delivering exceptional customer service. Team leaders usually monitor these to give key stakeholders a pulse on […]