Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

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Gamification Call Center Contact Center Coaching 52

Outsource Consultants

NOVEMBER 29, 2021

If you’re grappling with what the future looks like for remote-first teams (whether transitioning your existing call center or onboarding a BPO partner for the first time), this article details the benefits, trends, and challenges you’ll face in 2022 and beyond. Call Center Trends for Remote Work in 2022. Agents Are Calling Their Shot.

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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. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.

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Call Center Abandon rate Gamification Education 148

Quiq

DECEMBER 29, 2021

Share This Story What’s it going to take to outpace your competition in 2022? Reflecting on the last two years, we can all agree that we don’t know exactly what will happen in 2022. Keep reading to discover the top 5 ways you can get ahead in 2022. Boost employee engagement with gamification. Gamification. .

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DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. What: Releases 2021 – 2022 Workforce Management Product and Market Report. DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025. New-gen WFM uniquely positioned to address pandemic-related challenges.

Consulting 59

Consulting Consulting Marketing Management 59

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Gamification breaks up the daily routine while promoting team collaboration.

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Contact Center Gamification Coaching Feedback 88

Fonolo

DECEMBER 13, 2022

Specific: “Agent X aims to improve their first-call resolution rate from 37% to 55%, from October 2022 to March 2023.” Time-based: October 2022 to February 2023 is a clear timeline. . Experiment with gamification. . What are SMART goals? . Here, we have a goal with clear qualifiers. . Relevant: Need we say more?

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Call Center Average Handle Time Interactive Voice Response Abandon rate 135

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.

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Calabrio

MARCH 7, 2025

However, one study found that, in 2022, the average turnover rate reached as high as 38%. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries.

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Call Center Benchmark Gamification Contact Center 52

Fonolo

APRIL 5, 2022

In 2022, agent attrition is worse than ever. Agent Engagement Will Be Critical for Contact Centers in 2022. The Manager’s Guide to Call Center Gamification. Industry Report: Contact Center Trends 2022. And, agent engagement continues to be the catalyst for customer loyalty and revenue. Bottom line? Change management.

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Call Center Contact Center Gamification Construction 99

Fonolo

JANUARY 29, 2019

billion in 2017 to USD 93 billion by 2022! Gamification is the future of employee engagement and attrition for the call center. That number is expected to rise 15% by 2022 and reach 1.8 By 2022, that’s expected to reach $407.1 The global cloud-based contact center market is expected to grow from (what was) USD 6.80

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JustCall

NOVEMBER 25, 2022

Top 11 Sales Dialer Software of 2022. Five9 offers a range of agent management features, including digital interaction recording and analytics, performance management, quality management, and gamification. The post Best Sales Dialer Software (2022 Updated) appeared first on.

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Sales voip Real estate CRM 52

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc.

Management 59

Management Gamification Analytics Enterprise 59

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.

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Management Gamification Calibration Quality management 88

Playvox

APRIL 11, 2023

According to a 2022 Gallup report , employee feedback should happen a few times a week. Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged. In addition to motivating agents, gamification also adds a sense of friendly competition and accomplishment to everyday tasks.

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Employee engagement Contact Center Gamification Coaching 63

Outsource Consultants

MARCH 4, 2025

A report by Juniper Research predicts that chatbots will save businesses $8 billion annually by 2022. Many Manila centers have adopted gamification techniques to reinforce customer-centric behaviors. Technology Integration Many Manila call centers use gamification techniques to motivate agents and drive performance.

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Call Center Gamification outsourcing Chatbots 67

JustCall

AUGUST 10, 2022

Top 8 Avoxi Alternatives & Competitors in 2022. The post Top 8 Avoxi Alternatives & Competitors in 2022 appeared first on. Looking for a robust Avoxi alternative ? You’ve come to the right place. Before we jump into the tools, a brief background on Avoxi. Genesys CloudX Pricing Plans. Genesys Cloud CX 1: $75.00

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Interactive Voice Response voip CRM call center software 52

OctopusTech

SEPTEMBER 29, 2022

It has a gamification approach where your team members can collect rewards after the completion of tasks so that they can work and grow with fun. The post Top 12 Customer Service Software To Use In 2022 appeared first on Octopus Tech.

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Customer Service CRM Self service Analytics 62

ConvergeOne

OCTOBER 11, 2022

“The Great Resignation” was a term coined during the pandemic, and it extended through the beginning of 2022. Other ways to engage include gamification, shift bidding/swapping and quality programs to not only identify but also stem this growing issue. Since then, a new term called “quiet quitting” has hit the streets.

Healthcare 72

Healthcare Gamification Contact Center Self service 72

Balto

SEPTEMBER 21, 2022

Gamification. Gamification drives agents to want to achieve through the spirit of competition. In addition to agent-sourced content, the new personalization and gamification features keep agents delighted and engaged. The recent release comes on the heels of several other major agent-focused announcements in 2022 to date.

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Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. But also try other tactics like gamification — for training or just for fun. So we’ve got two words for you: remote work.

Contact Center 70

Contact Center Management Gamification Surveys 70

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.

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Contact Center Contact center software Gamification Feedback 79

DMG Consulting

AUGUST 3, 2020

For these reasons, DMG projects that the growth rate of IA, based on seats, will be 11% in 2020 and 2021 and 10% in each of the following 3 years, 2022 – 2024. For more information, visit www.dmgconsult.com. # # #.

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Playvox

NOVEMBER 15, 2022

Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S. Making things fun with gamification. 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.

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Management Schedule adherence Coaching Contact Center 86

Playvox

JULY 28, 2022

But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded. In the 2022 The State of Remote Work in the Contact Center Industry survey, agents ranked it as their top way to learn.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

DMG Consulting

APRIL 15, 2020

Due to the high demand for more intelligent (and, in the future, AI-enabled) contact center WFM solutions, and because of the currently limited interest in back-office and branch solutions, DMG estimates that revenue from the WFM market will increase by 10% in 2020, 11% in 2021 and 2022, and 12% in 2023 and 2024.

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Consulting Consulting Marketing Management 62

VirtualPBX

JULY 21, 2023

million in 2022 to 99.5 QR Gamification for Prizes, Offers, and More: To create excitement and engagement, businesses can use QR codes to gamify their outdoor event experience. The number of US smartphone users scanning a QR code will increase from 83.4 million in 2025.᠎ Therefore they can track the success of their promotions.

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Gamification Advertising Sales Marketing 52

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. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

AUGUST 15, 2022

According to the Playvox research , despite the reported successes contact centers are experiencing with remote work, nearly half (45%) of managers surveyed say they’ll bring their agents back to the office in 2022. Gamification in remote workforce training is one approach. Another 40% have no plans to return their workforce to.

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Contact Center Gamification Surveys Management 77

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.

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Contact Center Gamification Agent burnout Employee engagement 52

JustCall

MARCH 9, 2023

As per Shep’s ACA 2022 study Top 6 Contact Center Features Every contact center solution provides plenty of features to enhance contact center functionality. Complete CRM integration, omnichannel strategy, AI virtual assistant, salesforce gamification, etc., The following contact center features list covers the most significant ones.

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Contact Center Interactive Voice Response Customer Service Contact center software 52

DMG Consulting

SEPTEMBER 26, 2018

DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Analytics Marketing 48

DMG Consulting

OCTOBER 17, 2019

DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023. Sales of interaction analytics, including new sites and geographies and replacement solutions, are expected to pick up momentum over the next few years, as long as the economy remains strong.

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DMG Consulting

OCTOBER 17, 2019

DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 31, 2019

DMG anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. The WFM market is performing extremely well, and DMG expects it to continue to grow at a strong rate even though it is a mature market.

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DMG Consulting

AUGUST 3, 2018

DMG predicts that the RPA market will continue to experience a significant rate of growth (100% or higher) during each of the years from 2018 through 2022. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 16, 2018

The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. DMG expects the WFM sector to continue to grow at a strong rate for a mature market. “It’s been a great year for the WFM market and there is a lot more to come”, said Donna Fluss, President of DMG Consulting.

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