Nicereply

NOVEMBER 21, 2019

…Once upon a time (in truth it was in 2011) we ran across Nicereply – an interesting tool for getting feedback from our customers developed by a very successful Slovak company Websupport. Another restrictor of more ratings was an inability to integrate feedbacks from a chat software we used back then. The wind of change.

Gamification 75

Gamification Surveys Feedback Customer Support 75

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. The point of our exercise, where much went wrong – but that is the curse of the ‘live demo’ – was to design more fun ways for customers to give feedback. So, it makes sense to think about gamification here. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

Fonolo

FEBRUARY 14, 2019

This is a staggering number, given that the average employee turnover rate in 2015 for all industries in the United States was 16.7 Someone who is experiencing burnout often responds very emotionally to minor setbacks, feedback, or reproach. What’s Inside: Gamification in the Contact Center. Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

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

Balto

JUNE 3, 2022

Social events are one of the easiest ways to give agents a sense of community at work, but the number of contact centers that host social activities has fallen by more than 25% since 2015. Over 67% of contact centers measure engagement through periodic agent feedback surveys. If you don’t yet complete engagement surveys, start now.

Gamification 52

Gamification Scripts Contact Center Surveys 52

NICE inContact

JULY 25, 2019

2) Ask for Feedback. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. Challenges can consistently be given through gamification tools. 4) Help Your Agents Set a Career Path. Employees don’t want to be stagnant.

Call Center 56

Call Center Gamification Coaching Surveys 56

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.

Contact Center 40

Contact Center Technology Gamification call center workforce 40