5 Mistakes to avoid when developing your gamification strategy

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Are you sure your gamification strategy will work?

Since the start of the recent decade, call centers have been using gamification, along with other employee engagement tactics, as a way to improve the quality of work life in the call center. By inserting game elements to the work, it combines work and play, ideally making working in the contact center a bit less dreary. However, it’s not that simple at all. Read More

Maximize your call center workforce through forecasting accuracy

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The ability to adjust your workforce accordingly is key to an efficient and effective call center.

Call centers can be tough to manage. There are some days that the workload becomes too cumbersome, such as during peak seasons; but then there are days when it can get too light and boring like during downtimes. And by predicting the volume of incoming customers calls, your workforce becomes more manageable. Read More

5 Tips for building a high-performing omnichannel team

omnichannel customer support agent holding headset by tablet computer in office

Call centers need to build a consistent and memorable customer experience covering all channels, both digital and non-digital.

To do this, you need a high-performing omnichannel team that can successfully implement your customer service strategy. At first, however, you may find this task challenging or you may be clueless as to where you should start.

Here are five tips you’d find useful during this process. Read More

Increasing engagement among newly hired customer support reps

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Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team?

From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding fresh hires, familiarizing them with the company, and making them feel comfortable in the workplace. Read More

Using big data to measure and drive up employee engagement

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Over the last years, as managers have begun to realize the value of their people, employee engagement emerged as a big topic in business.

But even if we keep talking about staff engagement and employee satisfaction, many organizations still fail to keep their best talents working for them. In fact, in the US, it’s estimated that only 32% of employees in the US are engaged—meaning they’re involved and enthusiastic in the workplace. Worldwide statistics is even more dismal, with only 13% of workers happy with their jobs. Read More

10 Common causes of tension between call center employees

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A call center is typically made up of professionals coming from different cultures or backgrounds. Thus, they’re likely to have differing workplace habits and values, all of which can result to conflicts.

It’s important to resolve any form of disagreement between and among employees before it escalates into a full-blown chaos. An unhealthy workplace may dampen employee engagement and productivity, both of which are crucial in the customer service industry. Read More