Posts tagged "contact center workers"


Game on! Gamification of the Contact Centre Role

October 5th, 2018 Posted by Contact Centre Management, Customer Experience, Technology

Gamification is one of the best ways to improve your agents’ engagement. But are you gamifying the right way? Read on to find out.

Gamification in the Contact Centre

Is Gamification Right for Your Contact Centre?

January 12th, 2018 Posted by Contact Centre Management, Workforce Management

Gamification could help keep agents engaged and passionate about providing outstanding customer service. But is it the right choice for your organisation?

Agent experience

Agent Experience as the Foundation of Customer Experience

December 1st, 2017 Posted by Customer Experience, Contact Centre Management, Technology

Delivering the right customer experience starts with your agents – and here’s how to empower them to provide excellent service, every time.

Philippines contact centre industry

Philippines contact centre industry: glass half full, or half empty?

October 20th, 2017 Posted by Contact Centre Management

Is the biggest outsourced contact centre industry in the world facing steady decline, or the opportunity to upskill their community?

workforce management

Workforce Management’s Cloudy Future

September 22nd, 2017 Posted by Contact Centre Management, Cloud, Workforce Management

If you haven’t considered cloud-based workforce management by now, you could be missing out on some substantial benefits.

Banking Reform Incentives Program

Questions about the Banking Reform Incentives Programs

August 18th, 2017 Posted by Contact Centre Management, Customer Experience

The new banking reform initiatives raises questions about how the incentive programs will work, and if contact centre staff will be included.

outbound telesales call control

When Not To Call: Outbound Call Practice

July 21st, 2017 Posted by Contact Centre Management

When is it not advisable for contact centres to call consumers? How can Contact Centre Managers quickly control campaigns to reflect events?

contact centre in 2017

The Contact Centre in 2017

March 24th, 2017 Posted by Contact Centre Management

CCW Digital has come up with 16 things that contact centre leaders must do and Contact Center Pipeline has gathered 17 contact centre experts to share