Noble Systems

MARCH 20, 2019

To this end, the use of call center gamification represents a bona-fide breakthrough. Never has such a revolutionary approach been so badly needed, as the statistics lay out some stark truths: 71 percent of all employees are not engaged while at work and the average call center has a 26 percent attrition rate.

Gamification 75

Gamification Call Center Customer Experience Banking 75

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! Call center volumes have dropped by 71% since 2015. There are currently 15 million people employed as call center employees. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

Natalie Petouhof

FEBRUARY 28, 2016

Using these scorecard workspaces, users can visually and automatically identify answers to employee engagement questions, such as: Which employees are meeting and exceeding goals and which areas need improvement? Is the performance of employees consistent across time? What Does Gamification Have To Do With Performance?

Gamification 45

Gamification Management Analytics Metrics 45

Balto

JUNE 3, 2022

Are Remote Agents Really Less Engaged? Nearly a quarter of contact centers believe that remote work has had a negative impact on employee engagement. Just 10 years ago, only about 10% of agents ever worked from home, so the contact center environment isn’t historically built for virtual engagement.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation. Luke Jamieson | Head of Service Centre at First State Super. of Transports Customer Experience Steering Committee.

Transportation 40

Transportation Government Multichannel Consulting 40

Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Call Center Trends 2015.

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Contact Center Gamification Call Center Average Handle Time 176