The game changer: gamification in contact centers

In the dynamic world of contact centers, innovation is crucial – and one such innovation making a significant impact is gamification. By integrating game design elements into everyday tasks, gamification transforms agent engagement and productivity, ultimately enhancing the customer experience.

A landscape of stress and burnout

Contact centers grapple with challenges such as high turnover rate and burnout, which can greatly impact performance and service quality.

Key Components of Employee Engagement

It seems like we might be stating the obvious when we say that an engaged workforce is a more productive one – but it’s true! Staff who enjoy their jobs and their work environment are more likely to be happy and healthy, which leads to greater productivity and better outcomes. Ensuring your workforce is engaged is essential.

Using Employee Engagement Surveys to Improve Employee Well-being

Taking care of your employees’ well-being will improve their engagement and effectiveness. Employee engagement surveys successfully measure, monitor, and improve your workforce’s health and well-being.

What are Employee Engagement Surveys?

Employee engagement surveys are questions intended to gather detailed information about employees’ experiences and satisfaction within the workplace.

The UK Contact Centre Decision-Makers’ Guide 2023: The Agent Engagement, Empowerment & Gamification chapter

You’ll be in good company.

What is Workforce Engagement Management for Call Centres?

Keeping employees engaged, motivated and happy in their roles is a challenge for all industries, but this has proved to be extra tricky in contact centres. With call centres experiencing a higher than average staff turnover rate of between 25% and 35%, it’s safe to say that there is work to be done.

Why you should reduce The Power Of The Few to grow The Influence Of The Many

Hierarchy creates a structure to work within, providing layers of accountability and safety.

Employee Engagement: Shifting Mindsets and Managing Cultural Assassins

On Tuesday, 17 January, our latest webinar featured QA and Coaching Specialist, Chris Mounce, joined by Contact Centre veteran and founder of FAB Solutions, Garry Gormley to discuss employee engagement in the contact centre. They explored how employee engagement has shifted since Covid.

5 Must Haves in your Contact Centre in 2023

From AI to Analytics and everything in between, it’s important to regularly assess your systems and make any updates necessary to keep up with the latest trends and technology.

Reward and recognize great performance with Badges from EvaluAgent

The holiday season is upon us! We’re delighted to be able to bring you a BETA release of Badges, our first step towards greater Gamification inside EvaluAgent, and a brand-new feature designed to recognize and reward agents for excellent performance.

Optimising Contact Centre Performance Through Employee Engagement

We recently surveyed over 300 respondents to understand current behaviors and find out how organizations are planning on optimizing the performance of their contact centres and their strategic priorities for the year ahead.