One thing we know for certain is that Gamification is here to stay, and companies are looking for strategies for it to help them solve their own pain points. In the call center, where tasks can be repetitive and thankless, the power of Gamification is becoming more and more recognized. How can yo... (more) The truth is that boredom is an often neglected (and common) feeling that has a large role in call center turnover rates. While everyone experiences periods of boredom while on the job, you as a supervisor can use the following to help make sure these ''periods'' are a less frequent occurrence.
What do you do when your analysis shows that your agents are under-performing? This can be a touchy subject for many call centers as there are many agent performance factors that give you the ''big picture''. What things should you consider if you want to improve your overall performance in your call center?... (more)