Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

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.

Gamification 71

Gamification Best practices Analytics Feedback 71

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start? A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

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. Performance analytics: Data and analysis that evaluates how agents are performing, using various Key Performance Indicators.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

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. Rewards play a major role in the success of your gamification program. There are several approaches that have been successful with companies using gamification. Achieving Long-Term Success.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Noble Systems

JULY 18, 2019

Building proficiencies for technologies like AI, machine learning, and data analytics is becoming increasingly important as enterprises expand their presence and compete digitally. Gamification, however, is the perfect answer for this engagement deficit. Gamification’s Cross-Generational Appeal.

Gamification 61

Gamification Education Enterprise Analytics 61

Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. Our speech experts bring together Natural Language Processing and Artificial Intelligence to create the best-of-breed speech analytics engine in the market.

Gamification 72

Gamification Technology Employee engagement Engineering 72

ShepHyken

NOVEMBER 29, 2019

This adds gamification to the customer experience mix and it could very well make your app viral. The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences. And you know what that means?

Technology 260

Technology Customer Experience Complaint resolution Gamification 260

Beyond Philosophy

APRIL 6, 2016

For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. . – Prioritize and allocate resources (time, money, people, facilities, technology).

Gamification 150

Gamification Benchmark Automotive Wireless 150

Calabrio

FEBRUARY 26, 2025

Employees want to see a clear path forward, and businesses that invest in employee development experience higher retention and performance levels.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Calabrio

FEBRUARY 27, 2025

Fuel Engagement and Performance with Contact Center Gamification Gamification is a proven technique for boosting engagement and performance in the contact center. Leverage Analytics for Consistent Evaluation Optimizing agent performance requires going beyond individual call evaluations.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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.

Technology 113

Technology Customer Service Gamification Wireless 113

Noble Systems

DECEMBER 4, 2019

In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback. Gamification Also Rewards Customers for Their Feedback.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Noble Systems

AUGUST 4, 2020

Here are the some of the strategies and technologies that successful collections organizations are using now to solve today’s business problems. • Boosting Productivity and Revenue with Omnichannel and Predictive Analytics. Omnichannel and predictive analytics technologies help collectors adjust to these circumstances.

Gamification 86

Gamification Analytics Contact Center Coaching 86

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.

Gamification 48

Gamification Consulting Consulting Contact Center 48

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. And it’s fun.

Gamification 48

Gamification Contact Center Consulting Consulting 48

Noble Systems

MARCH 22, 2021

AI-Fueled Speech Analytics Improves Agent Behavior and Patient Satisfaction. AI-fueled speech analytics monitors every agent-patient interaction, regardless of communication channel. Real-time analytics healthcare call center technologies provide instant feedback during an interaction.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

TechSee

JUNE 25, 2019

Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. Gamification. CLV optimization.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

NOVEMBER 23, 2021

That means making training more interactive and potentially using gamification tactics in your program. Share analytics with your agents. Involve your employees in data collection and analytics. Balancing education and engagement is essential if you want your training to sink in. Use a buddy system. .

Call Center 148

Call Center Abandon rate Gamification Education 148

Callminer

APRIL 24, 2020

Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. Speech analytics software that tracks 100% of agent calls can help you identify the phraseology used during successful calls. Vary Training for Retention.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Noble Systems

JULY 24, 2020

Analytics solutions and information-based decision making are becoming prevalent. SPEECH ANALYTICS with Data Mining, Analysis & Evaluations. Speech Analytics is one of the collection industry’s fastest growing market segments. GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers.

Call Center 87

Call Center Technology Gamification Morale 87

ChurnZero

MARCH 7, 2025

This intermediate stage offers offers affordable solutions with limited analytical capabilities. Finally, consider gamification to identify and encourage the right behaviors through badges and recognition. 2: Lightweight community software. 3: Best-in-class community software. Got a customer community that’s gathering dust?

SaaS 52

SaaS Gamification B2B Metrics 52

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics 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 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

Call Design

MAY 24, 2022

Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 78

Gamification Coaching Enterprise Feedback 78

CSM Magazine

JUNE 10, 2021

Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Tagging contacts correctly – while this process can be automated with speech analytics, if agents correctly tag each call in their After Call Work (ACW), the contact centre can track how often a problem reoccurs.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Outsource Consultants

MARCH 4, 2025

Data-Driven Performance Improvement with Manila Call Center Efficiency Data analytics serves as a powerful tool for enhancing call center efficiency. Data analytics for call center performance improvement typically include real-time monitoring, call recording and analysis, regular performance coaching, and customer satisfaction tracking.

Gamification 67

Gamification outsourcing Customer centricity call center workforce 67

Noble Systems

FEBRUARY 10, 2021

To meet customer expectations, agents must be able to access all pertinent customer data in one place from a variety of sources – CRM, external databases, speech analytics and other enterprise systems. It enables speech analytics to provide more and more precise insights on customers and processes.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Calabrio

MARCH 4, 2025

But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact. Chatbot analytics tools can improve bots ability to handle more queries, freeing up agents to focus on more complex issues. Reporting and Analytics: Its all about visibility.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

TechSee

DECEMBER 16, 2021

Analytics for insights Companies have finally grasped the hidden gem in customer analytics. 2022 will see an increased use of analytics to predict future issues in order to take proactive action and improve communication at all customer touchpoints.

Call Center 124

Call Center Self service Gamification Contact Center 124

Noble Systems

JUNE 7, 2019

He was pleasantly surprised to find a wealth of attention given to omnichannel communications, inbound customer service, analytics, workforce engagement – in addition to outbound and collections content – in the product roadmap, expert panels, and breakout sessions.

Gamification 75

Gamification Contact Center Coaching Education 75

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Workforce Management.

Management 86

Management Gamification Quality management Schedule adherence 86

Customercount

OCTOBER 31, 2019

At CustomerCount, we value our client feedback so much that we use it to guide our innovations and enhancements including text analytics and gamification Continue reading → The post How customer feedback fuels our innovation appeared first on CustomerCount.

Feedback 66

Feedback Gamification Analytics Management 66

Calabrio

MARCH 7, 2025

Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. Think sentiment analysis and voice analytics that help you identify markers and root causes of positive and negative customer experiences.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Nicereply

APRIL 7, 2020

These features include but are not limited to a built-in call center, automation rules, gamification, reporting and analysis tools, native live chat widget widgets with proactive chat invitations, and much more. Nicereply enables you to reward your customer service agents by incorporating gamification into their day to day activities.

Gamification 90

Gamification Surveys B2C Feedback 90

Noble Systems

JUNE 18, 2019

Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 72

Gamification Feedback Coaching Enterprise 72