IN A SEA OF CHANGE, IT’ S ESSENTIAL TO PRIORITIZE RELATIONSHIPS, BE INNOVATIVE, AND INFUSE TECHNOLOGY WHERE NEEDED.
FROM THE PAGES OF CONTACT CENTER PIPELINE
2. Be a better coach. Fostering a positive and empowered work culture can improve employee morale and engagement, which can, in turn, improve the overall performance of your contact center and CX. The best type of coach is one that speaks to each“ player” with individualized pathways to success. Every coach wants their team to stay engaged and motivated at work.
Giving employees the proper training, motivation, and coaching will empower your team.
Consider ways to recognize and reward your employees for delivering exceptional CX. For example, sharing employees’ accomplishments on your community wall gives them a chance to shine and boost motivation through friendly competition.
3. Ongoing training. Regular training and development opportunities are essential for employees to stay updated with the latest information, examples, scenarios, and best practices.
Giving employees the proper training, motivation, and coaching will empower your team. This approach is made easier with QM software that can help upskill your call center employees and maintain day-to-day quality assurance by analyzing customer feedback and reviews.
4. Listen. Agent retention has never been more critical. Remote or hybrid work requires adopting new management strategies to support remote agents, including scheduling regular communications and team-building activities, the right policies to help set expectations and requirements, and engaging with your remote team.
... it’ s essential to prioritize relationships, be innovative, and infuse technology where needed.
5. Increase customer visibility. Analyzing customer-support interactions through artificial intelligence( AI) after they occur can help companies measure and understand customer sentiment and the root cause of issues.
This type of analysis can provide actionable information that can drive operational and CX improvements. Data analytics can help you look at all your digital interactions to see the problem, how the team solved it at the end of the transaction, and how the customer felt.
6. Consider technology to improve scheduling. AI-powered technology is an innovative, scalable way to augment your support teams and increase your level of customer support. For example, AI can help address forecasting patterns, such as scheduling customer support agents.
IN A SEA OF CHANGE, IT’ S ESSENTIAL TO PRIORITIZE RELATIONSHIPS, BE INNOVATIVE, AND INFUSE TECHNOLOGY WHERE NEEDED.
--MICHELLE RANDALL
It can often be difficult for the scheduler to determine the needs, what skill sets are needed, and who to schedule when( especially more complicated with employees’ hybrid work schedules). AI can use historical patterns, plus what’ s going on in the call center today, to better optimize forecasting and scheduling.
In a sea of change, it’ s essential to prioritize relationships, be innovative, and infuse technology where needed. By implementing these strategies to nurture and retain employees, you can create a contact center that thrives, keeping both employees and customers happy and engaged. This will go a long way to improve the CX and secure new customers along the way.
Gamification has been one of the most talked-about trends in the contact center industry over the last decade. At its core, the idea is simple: take elements from playing classic games, like the points, leaderboards, challenges, and rewards, and apply them to the workplace to boost motivation and engagement.
BEST PRACTICES FOR EFFECTIVE GAMIFICATION
1. ALIGN GAMIFICATION WITH MEANINGFUL GOALS
Gamification should reinforce behaviors that improve customer experience( CX), not just efficiency metrics. Instead of only rewarding speed, focus on:
• Quality of interactions
• Customer satisfaction scores
• Problem resolution rates
2. OFFER A MIX OF REWARDS
BY SHANE DEVITT
Not everyone is driven by competition. A well-rounded system should include:
• Recognition( shout-outs in team meetings, badges of accomplishment).
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