I grew up with a brother who loved video games. Through him, I was exposed to the world of Duck Hunt, Capcom vs SNK, and the Legend of Zelda. I used to play Sims on my home computer, sucking up all ...

Gamification has become widespread in the business world as companies recognize that the fun, competition and positive reinforcement of games can motivate employees to achieve their highest potential.

A winning strategy involves a full feedback cycle of engage, enable, and incentivize. Did you know that studies have discovered that companies with engaged employees generate 250% more revenue than ...

Feedback also becomes timelier and more user-friendly. Agents can gain more immediate and direct feedback more often. Allowing them to view their performance compared to their peers helps them put ...

Managing a changing workforce and navigating the turbulent job market are persistent challenges for call center operators. To thrive, many are looking for new tech tools that will lower costs and ...

contact center activities come down to three basic metrics: speed of resolving an issue, accuracy of the response, and customer-reported satisfaction scores. However, he adds that contact centers ...

Taking the agents’ point of view, working at a contact center for a Business Process Outsourcer (BPO) is hard. Although calls are monitored, not all are. Only a small percentage is actually recorded ...