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October 18, 2018

Boost Productivity with the “Right” Contact Center KPIs and Gamification

Improving contact center agent productivity can have a major impact on bottom-line results. But, how do you accurately assess productivity? ...

October 11, 2018

Still Struggling with Employee Retention? It’s Time to Get in the Game

Industry stats on employee turnover and the actual cost to businesses are scary. According to Deloitte Analyst Josh Bersin, some ...

January 12, 2018

Cough or Infection: 7 Call Center Agent Coaching Tips

For anyone who has kids, you know that a cough is not always just a cough. Sometimes there is an ...

December 29, 2017

4 Steps to Increase a Call Center’s Middle 60% Productivity

What is the real difference between your top reps and bottom reps? Technically speaking it is your middle reps. Generally, ...

October 25, 2017

Fidotrack Gamification Releases Robust Gamified Learning Management System for Call Centers

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales ...

October 10, 2017

Does Gamification really work? How the heck will I know?

First, what in the heck is Gami-fi-cation and what is all this excitement about? For all the people “in the ...

September 27, 2017

Kick the Snot Out of Call Center Zombies

There are plenty of articles and research that scream at employers about how much employee disengagement costs them. They also ...

September 19, 2017

Case Study: Multi-Site Call Center Uncovers the Revenue Sweet Milk with Gamification

Regardless the call center activity, whether it is Sales, Collections or Support, revenue is vital. However, that is only one ...

May 18, 2017

4 Suggestions to Help Prepare for the Millennial Tsunami

Here come the Millennials, also known as Next Gen and the Baby-On-board Generation. Regardless what call you them they are nearly ...