gamification

We know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of...

Climbing a traditional career ladder is not for everyone. Some agents may be perfectly content to spend their entire careers in the contact center...

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at...

A growing number of companies are using gamification in the contact center to motivate agents to improve their performance and skills. “We’re finding that...