Top 10 gamification blogs
Callminer
NOVEMBER 14, 2018
Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read our top ten blogs below.
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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call
Callminer
NOVEMBER 18, 2020
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.
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How to Use Contact Center Speech Analytics
Calabrio
JANUARY 27, 2025
Within a day or two of implementing a speech analytics solution, managers often collect so much information that they are overwhelmed. Since recordings are captured within the contact center, many companies start by concentrating on improving or optimizing that department and agent performance.
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How to Use Contact Center Speech Analytics
Calabrio
JANUARY 27, 2025
Within a day or two of implementing a speech analytics solution, managers often collect so much information that they are overwhelmed. Since recordings are captured within the contact center, many companies start by concentrating on improving or optimizing that department and agent performance.
When to Call a Contact Center Consultant…
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. A consultant can be a sounding board for ideas.
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"Follow the Leader", Featuring Patrick Russell
Call Center Weekly
FEBRUARY 21, 2018
What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Gamification Technology There are a handful of tech companies that offer gamification solutions but they’re not all created equal.
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Keep Your Call Center At-Home Agents Engaged
Callminer
JULY 16, 2018
Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. Contact centers especially struggle with how to train, manage, and engage agents properly. Use gamification. Recognize their efforts.
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Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance
Hodusoft
NOVEMBER 6, 2024
Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success.
4 Effective Contact Center Development Ideas
Fonolo
DECEMBER 6, 2022
Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.
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Seek and Share Truth to Boost Employee and Customer Experience
CCNG
APRIL 20, 2022
Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?
2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions
Calabrio
MARCH 4, 2025
Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?
What Contact Centers Can Do Now to Address Shifting Customer Behaviors
Noble Systems
FEBRUARY 10, 2021
What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Anywhere customer service and engagement.
The Burgeoning World of CX Analytics
Serenova
DECEMBER 4, 2019
Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. They also may couple this with contact-center agent performance, independently gathered sentiment analysis of customer interactions, and competitive analysis.
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Contact Center Technology Trends to Watch in 2022
Hodusoft
FEBRUARY 9, 2022
Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.
Top Contact Center Technology Trends in 2021
Fonolo
FEBRUARY 2, 2021
The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. Major Call Center Technology Trends in 2021.
Top 10 Ways To Boost Contact Center Efficiency & Productivity
Playvox
MARCH 27, 2023
Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.
Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 3
Noble Systems
JULY 11, 2019
In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term success with gamification. To engage users and create a positive experience, good gamification design is essential. Leverage Analytics to Track Behavior & Goal Attainment. Create a Positive UX.
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Contact Center Performance: Mastering the Art of Transformation
NobelBiz
AUGUST 28, 2023
Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.
Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 2
Noble Systems
JULY 1, 2019
In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving long-term success with gamification. We noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers.
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Call Journey and nGUVU to change business landscape with innovative gamification technology
Call Journey
JULY 25, 2019
nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement. nGUVU offers an employee engagement platform for contact centers. About nGUVU.
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10 Contact Center Technologies You Need to Know
Fonolo
MAY 17, 2017
Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?
2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies
Calabrio
FEBRUARY 27, 2025
Between navigating changes in customer expectations, keeping up with rapid advances in technology, managing agent engagement and retention (and much more), sustaining a productive contact center in 2025 is a dynamic balancing act. In this guide, well take a look at different definitions of and approaches to contact center productivity.
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CxEngage Scoreboard: Keep Your WFH Contact Center Agents Happy and Healthy during This Global Pandemic
Serenova
MARCH 31, 2020
Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak. With Serenova’s CxEngage Rapid Response program, contact centers can leverage a cloud solution within 48 hours. Managing the Performance of a Remote Team.
Agent Retention: Closing the Revolving Door
Contact Center Pipeline
MAY 16, 2017
1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of Mercer’s Workforce Strategy and Analytics group, pointed out, the growth of the on-demand economy will only drive up turnover rates. One way to combat higher turnover in the center due to […].
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DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report
DMG Consulting
MAY 8, 2017
DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report.
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Contact Center Update: Catching Up With Noble Systems
Noble Systems
JANUARY 2, 2019
In Part 1 of a recent interview with CUSTOMERZONE360, Lee Allum, VP of Marketing, Noble Systems, provides Editor Erik Linask with a rare “behind-the-scenes” look at the factors affecting change across the contact center industry and how Noble Systems has evolved its portfolio to stay aligned with customer needs.
AI Customer Service: Today’s Most Transformative Technologies
TechSee
JUNE 25, 2019
Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Contact Center workload management.
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These 8 Technologies Are Transforming the Contact Center
DMG Consulting
AUGUST 17, 2017
These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). Speech analytics. August 2017.
Coronavirus and Contact Centers: Is it Time to Rethink Remote Working?
Noble Systems
MARCH 20, 2020
It is a challenging time for all of us and many contact centers will be facing difficult decisions regarding the safety and well-being of their staff. Most cloud contact center solutions will be able to provide remote configuration with a web-based agent desktop and web-based system management and configuration.
How to Optimize Contact Center Operations
Outsource Consultants
JANUARY 9, 2025
Contact center operations are the backbone of customer service for many businesses. At Outsource Consultants, we’ve seen firsthand how the right strategies can transform contact centers into efficient, customer-centric powerhouses.
It’s Time to Rethink Your Collection Strategy
Noble Systems
AUGUST 4, 2020
Collection contact centers continue to face a number of ongoing challenges including increasing global competition, changing channel preferences, and evolving regulatory and legal requirements, just to name a few. Omnichannel and predictive analytics technologies help collectors adjust to these circumstances.
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4 Easy Ways to Make Call Center Training More Fun
Fonolo
NOVEMBER 23, 2021
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. Contact Center Trends: Industry Predictions for 2022. That’s why customers rely more on contact center agents now more than ever for all the information they need.
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The Link Between Customer Satisfaction and Employee Retention
Calabrio
FEBRUARY 26, 2025
Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%.
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6 Healthcare Call Center Solutions for Better Patient Care and Agent Retention
Noble Systems
MARCH 22, 2021
They are actively seeking ways to fundamentally improve their contact center operations and enhance patient care , efficiently and effectively. In the first blog in this 2-part series, we discussed the top healthcare contact center trends. 6 Healthcare Call Center Technologies.
Contact Center Agents and the Importance of Engagement
Noble Systems
JANUARY 14, 2019
Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent. Task management.
Contact Center Workplaces Are in the Midst of a Renaissance
DMG Consulting
JANUARY 10, 2022
Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.
Remote Agent Training In Contact Centers: 5 Key Strategies
Playvox
APRIL 25, 2023
How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.
Seven technologies to improve customer service in SMBs
Vonage
OCTOBER 22, 2015
And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics. Speech analytics is changing this, making it how the customer answers, rather than what they answer, the key to confirming their identity.
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Improve CSAT and Brand Loyalty with Voice of the Customer Feedback
Noble Systems
DECEMBER 4, 2019
Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification.
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Contact Center Key Performance Indicators to Improve CX
Outsource Consultants
JANUARY 27, 2025
Contact center key performance indicators (KPIs) are critical for measuring and improving customer service operations. By focusing on these essential metrics, contact centers can optimize their operations and deliver outstanding service. Use AI-powered analytics to track and enhance customer interactions.
Top trends for the contact center in 2019 – part 1, the human touch
Noble Systems
JANUARY 30, 2019
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.
Contact Center Agent Burnout – Part 2, Causes and Remedies
Noble Systems
SEPTEMBER 3, 2019
In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Why is this so important? Agents are human. Humans have limits.
Using Collections Call Center Technologies to Significantly Impact Operational Performance
Noble Systems
JULY 24, 2020
Analytics solutions and information-based decision making are becoming prevalent. Collections call centers in today’s market are interested in doing more with less to build efficiencies. SPEECH ANALYTICS with Data Mining, Analysis & Evaluations. Motivation impacts everything in a contact center.
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Tips and Techniques from the Gamification PlayBook
DMG Consulting
MAY 15, 2017
Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance.
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