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Modern contact centers use gaming science and psychology to increase agent productivity while reinforcing positive behaviors. This “gamification” incents and recognizes agents, motivating them to [...]

Watch this webinar to learn how to improve schedule efficiency through flexible schedules within your contact center.

Hot off the heels of our successful C3 events in Nashville and London, and all the great workforce engagement management (WEM) presentations I saw there, I’m reminded once again how tightly tied [...]

If you think you’ve been hearing more about agent engagement—aka “workforce engagement management (WEM)”—lately, you’re probably right. With the increasing focus on the customer experience, [...]

Gamification’s ultimate goal might be superior customer experiences resulting in more satisfied and longer-term customers, but the way it does this is through modern agent engagement that [...]