Fonolo

NOVEMBER 23, 2021

Contact Center Trends: Industry Predictions for 2022. That means making training more interactive and potentially using gamification tactics in your program. Take this approach one step further by coaching your veteran agents on setting a positive tone and building a friendly mentor-mentee relationship with your new hire.

Call Center 148

Call Center Abandon rate Gamification Education 148

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

Playvox

NOVEMBER 15, 2022

Coach And Develop Your Customer Service And Support Team. In any support center, team leaders and supervisors have an essential role to play: coaching and developing agents so that they can become even more efficient and effective. Related Article: Five Coaching Tips For Contact Center Agents that Work. Automate Reports.

Management 86

Management Schedule adherence Coaching Contact Center 86

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. Make sure to put a mentoring and/or coaching system into place to help that employee as they move up in the organization.

Morale 78

Morale Gamification Contact Center Quality management 78

Balto

JUNE 12, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%), and bringing up the rear were none of the above (5.71%), and gamification tools (9.43%). 1-on-1 Training Delivers Results Towards the end of 2022, we took a comprehensive look at agent onboarding practices.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

COPC

JANUARY 15, 2024

Lack of Manager Support   Coaching is an integral part of an effective onboarding process. The gap decreased from a nine-point difference in 2021 (70% vs. 61%) to an eight-point difference in 2022 and further to a five-point difference in 2023.    Microlearning and spaced repletion can do the trick when it comes to knowledge retention.

Best practices 79

Best practices Employee engagement Coaching Feedback 79

NobelBiz

APRIL 18, 2023

Regular coaching and feedback sessions can help agents identify areas for improvement, while recognition programs incentivize high-performing employees to continue delivering exceptional service. One way to tackle these agent-related issues is by introducing gamification into the contact center workflow. Click here to tune in.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Playvox

DECEMBER 21, 2022

Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing agents back to the office this year. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022. Performance And Quality Management.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

APRIL 27, 2023

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. Gamification can contribute to a better agent experience by breaking up the daily routine while promoting collaboration and a deeper sense of community within the team.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

APRIL 25, 2023

A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge. Here are some ideas: Incorporate gamification into your agent training and professional development program. Step one is to make a plan. A solid plan will help you turn this challenge into an opportunity.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

CSM Magazine

AUGUST 8, 2023

A quick Zoom call at the beginning of the day or an online video that can be watched at leisure is often all it takes.Inspire and motivate agents through gamification, offering rewards to those who share their brand successes and learning with others. References – State of the Contact Center 2022.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

CSM Magazine

NOVEMBER 3, 2022

Train new recruits and experienced members of the team then inspire and motivate them through incentives and gamification. First, adopt automated performance coaching solutions to identify individual skills gaps and deliver highly personalised training schedules. Can they pre-empt what will make or break a good customer experience?

Gamification 52

Gamification Coaching Analytics Customer centricity 52

CSM Magazine

FEBRUARY 7, 2023

Inspire and motivate team members through gamification. For more ideas and inspiration, download our State of the Contact Centre Report 2022. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management and personalised coaching.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Playvox

MAY 2, 2023

Contact center agents in our 2022 study ranked it as their top motivational factor at work — and more than half (56%) said they’d think about leaving their jobs if they couldn’t work remotely. Supporting remote work in your customer service center is key to a positive employee experience.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

JustCall

MARCH 9, 2023

billion , from 2022 to 2028, with a CAGR of 21.8%. Coaching Insights High-performing salespeople don’t just spend hours reading and implementing the latest tips on how to sell more effectively. Moments should be tagged by category so you can easily find them later when coaching reps or analyzing trends across your entire sales team.

Coaching 52

Coaching Sales Chatbots Analytics 52

NobelBiz

MARCH 23, 2022

You are aware that technology will be critical in 2022 and beyond for the industry. Coaching, recording, and other on-the-spot solutions There are numerous ways to boost your ROI with today’s call center technologies. On-call coaching, call recording solutions, call whispering , and many other available examples.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Playvox

JANUARY 13, 2022

Let’s take a look at what our clients around the world, in industries ranging from financial services to online food service delivery, say are the cloud contact center best practices they’ll carry into 2022. Gamification. More contact centers are using gamification to complement their training programs and to incentivize teams.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

3CLogic

JANUARY 5, 2022

Let’s review what happened over the last year to see what lies ahead for 2022. While tactics like gamification or offering incentives can help encourage retention to a certain extent, there are more effective methods to keeping your talented agents on board: Providing effective and thorough training. Providing individualized coaching.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52