COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

delighted

APRIL 27, 2021

This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Here are the top 10 product survey and interview questions to gather customer feedback and measure customer sentiment towards your product. Product survey best practices.

Feedback 98

Feedback Surveys Management Advertising 98

Playvox

OCTOBER 12, 2022

What are Best Practices for Managing Remote Contact Center Agents? and Canadian contact center employees, these six management best practices will boost remote agent engagement and up your team’s customer experience game, both of which are critical to long-term success. Remember that better communication is two-way.

Best practices 76

Best practices Contact Center Management contact center solutions 76

TechSee

JUNE 4, 2019

The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Socially acceptable collaboration. It’s the virtual water cooler.

Call Center 117

Call Center Technology Gamification Coaching 117

Call Design

SEPTEMBER 9, 2021

Incorporating industry best practice and key milestones is key, along with the continual updating and development of the plan to suit changing business environments and new ways of thinking. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. At Interaction Metrics, we take a smarter approach.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Fonolo

JUNE 22, 2021

Getting started is easy: you can read all about it in our latest practical guide, How to Foster Engagement in a Hybrid Contact Center , a rich report offering concrete insights and best practices for supporting your employees whether they’re in-office or remote. How to Make a Call Center Agent Engagement Survey.

Call Center 151

Call Center call center software Employee engagement Gamification 151

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. Find out how in this on-demand webinar.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Calabrio

MARCH 7, 2025

Identify Key Sources of Agent Stress A Salesforce survey found that 71% of service agents in contact centers had considered quitting in the past six months and 69% considered leaving customer service entirely. Stay Connected and in Communication If youre unaware of which stressors are weighing down your team, its best to ask.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Cincom

FEBRUARY 21, 2025

4 Best Practices for Implementing CPQ Training A well-executed CPQ (Configure, Price, Quote) training program ensures that sales teams can effectively utilize the system to streamline quoting, improve accuracy, and accelerate deal cycles. Ready to transform your sales process?

Sales 40

Sales Gamification Finance Best practices 40

Noble Systems

JUNE 7, 2019

One of Paul’s favorite topics to write about is gamification – he has an extensive catalog of published analysis on the technology. So naturally, he was delighted by the event’s heavy focus on gamification, coaching, and learning management. Read more of Paul’s thoughts on SNUG 2019 here.

Gamification 75

Gamification Contact Center Coaching Education 75

Balto

OCTOBER 20, 2022

Conversely, 54% of the survey respondents who received good customer service used or purchased more services or products from the company, and 67% recommended the company to others. Call Center Quality Assurance Program Best Practices: Essential Actions to Increase Customer Satisfaction. 6) Use Gamification. Get a Demo.

Best practices 52

Best practices Call Center Gamification Coaching 52

Expivia

JULY 21, 2021

You can’t rely on customer surveys to see how well you’re performing. . A combination of IVR and agent interaction is a call center best practice when it comes to technology. Gamification. And gamification is a great way to do that. . Advanced Analytics Software. It should be a helpful addition. Robotic Automation.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Calabrio

APRIL 11, 2025

Gathering Agent & Supervisor Input: Your team on the ground often has the best insights into daily challenges, process bottlenecks, and areas where more support is needed. Use surveys, interviews, and focus groups. Ask: What types of customer interactions do you struggle most to resolve efficiently?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

DMG Consulting

DECEMBER 11, 2017

Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Here is a list of agent engagement best practices that will help to set up a strategic framework and guidelines that will build a culture where employees can thrive.

Gamification 59

Gamification Contact Center Coaching Surveys 59

Balto

JANUARY 18, 2025

Investing in call center management best practices and focusing on managing call center agents can significantly enhance the call center’s performance, creating a foundation for growth, strengthening customer relationships, and positioning your brand as an industry leader. Build a Culture of Recognition Recognition isnt fluff.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Investing in call center management best practices and focusing on managing call center agents can significantly enhance the call center’s performance, creating a foundation for growth, strengthening customer relationships, and positioning your brand as an industry leader. Build a Culture of Recognition Recognition isnt fluff.

Best practices 52

Best practices Call Center Metrics Management 52

Noble Systems

DECEMBER 6, 2018

Beating the odds with Gamification. To achieve a winning onboarding strategy, many companies are leveraging gamification to remove the tedium of traditional programs and accelerate learning. They recently deployed Noble Systems gamification and saw a dramatic improvement in new hires’ understanding their goals.

Gamification 61

Gamification Contact Center Education Call Center 61

ChurnZero

MAY 4, 2023

Monitor customer feedback for common threads Prior to the re-launch, we put together several customer feedback roundtables and fielded a survey to solicit customer input. Many people requested best practices for the CSM role and for using the ChurnZero platform. After a careful evaluation, we selected Higher Logic Vanilla.

SaaS 98

SaaS Gamification Best practices Feedback 98

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. Find out how in this on-demand webinar.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

COPC

NOVEMBER 15, 2023

The second article, “ Onboarding Best Practices: Reducing Attrition in the First 90 Days ” will offer insight and best practices for engaging and retaining new hires. Twenty-five percent of those surveyed said that they did not agree that the recruitment team accurately described the job.

Call Center 94

Call Center Employee engagement Best practices Gamification 94

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. Let’s talk about solutions and best practices you can leverage to set your remote teams up for success.

Management 88

Management Gamification Calibration Quality management 88

Tethr

JUNE 5, 2020

Gathering feedback from those employees in the trenches matters.Send out anonymous surveys, put out a suggestion box, hold weekly roundtables and emphasize the importance of the agent’s experience. Gamification works. When extra hands are needed on deck, do your part to make sure your team is supported. Ask your agents what they need.

Morale 64

Morale Contact Center Gamification Scripts 64

Balto

SEPTEMBER 21, 2022

This provides opportunity for senior agents to contribute best practices that will benefit new agents, so they can ramp faster and more effectively. Gamification. Gamification drives agents to want to achieve through the spirit of competition.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

CSM Magazine

APRIL 15, 2021

When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. It encourages agents to share best-practice learning while demonstrating to customers that your organisation cares and delivers true value. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

DMG Consulting

NOVEMBER 14, 2020

It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

APRIL 15, 2020

DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.

Consulting 62

Consulting Consulting Marketing Management 62

Outsource Consultants

FEBRUARY 27, 2025

Some centers have adopted gamification techniques to make product training more engaging. Customer satisfaction surveys are now more targeted and actionable. Many centers use post-call IVR surveys to gather immediate feedback. Many centers use microlearning platforms that deliver bite-sized lessons to agents between calls.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Noble Systems

AUGUST 27, 2020

Surveys and questionnaires. Surveys can also be used to follow-up with customers to see if they were satisfied with their product or service, which can help build the relationship for future purchases. Gamification helps keep your reps more engaged, improves training, increases productivity, and reduces employee turnover.

Telemarketing 53

Telemarketing Call Center Gamification Contact center software 53

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Call centers have the option to promote friendly competition and collaboration through gamification and performance management. Myth #1: Remote work decreases productivity and increases attrition.

Contact Center 54

Contact Center Gamification Call Center call center software 54

OctopusTech

MARCH 1, 2023

Best Practices For Effective Inbound Calls Strategy 1. Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

DMG Consulting

MARCH 11, 2021

DMG’s 14 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. It also presents customer satisfaction survey results that rate the vendors and their products.

Consulting 59

Consulting Consulting Marketing Management 59

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Challenges can consistently be given through gamification tools.

Call Center 56

Call Center Gamification Coaching Surveys 56

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Let’s take a look at the best small business call center software features. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

VocalCom

JULY 3, 2017

Offer peer training and gamification. In addition, top-performing agents may share their best practices with peers. Gamification can also be a fun way to encourage healthy competition during training practices.

Call Center 48

Call Center Gamification Average Handle Time Brand ambassadors 48

DMG Consulting

MARCH 31, 2017

DMG’s tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. 2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats. For more information, visit www.dmgconsult.com.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48