Engage Your Agents: eCoaching Gets Results

Engage Your Agents: eCoaching Gets Results

The challenge with training agents is two-fold: It’s expensive. And also, it’s expensive. Yes, you read that correctly:  agent training hits contact centers twice where it matters most—the bottom line. First, every company needs to develop training content and then administer training, including delivery, grading, tracking, etc. There’s a large market for training and training […]

Engage Your Agents: Best Practices to Train Your Workforce

dvsAnalytics Encore Best Practices to Train Your Workforce

Any manager aiming to engage agents and build skillsets in the contact center has considered the question, “How do my agents learn best?” Or maybe, “How does engaging agents increase their desire to learn or the knowledge they acquire?” In this second installment on agent engagement, we’ll answer those questions by exploring the term andragogy […]

Using Gamification to Increase Contact Center Engagement

Using Gamification to Increase Contact Center Engagement

For contact center managers, one of the biggest challenges is keeping staff motivated and engaged while still maintaining call center metrics and efficiency. Often people see these two things as polar opposites pulling in different directions, thinking you can’t be meeting metrics and targets and remain motivated, or that efficiency comes at the cost of employee […]