VocalCom

JULY 3, 2017

Use customer feedback as training material. Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations. Offer peer training and gamification. Gamification can also be a fun way to encourage healthy competition during training practices.

Call Center 48

Call Center Gamification Brand ambassadors Average Handle Time 48

USAN

JUNE 14, 2022

After scoring, contact centers would then put in place training programs to fill gaps. The biggest issue with this kind of contained feedback loop is that it doesn’t always consider the agent’s perspective. Experiment with gamification. Gamification technologies are an innovative, rewarding way to optimize your workforce.

Contact Center 52

Contact Center Gamification Construction Technology 52

Serenova

JULY 7, 2020

You can pair this with gamification that encourages learning. A cloud contact center like CxEngage QM can record, analyze and score every call, which means supervisors can hone in on areas for improvement, and customize instruction and coaching, with ongoing training refreshers.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

USAN

MAY 19, 2022

While it’s a mainstay in measuring agent performance, it doesn’t close the feedback loop because it doesn’t fold the agent’s point of view into the equation. Using all inputs in this way shows agents that their feedback isn’t being taken for granted. That’s the issue with quantitative monitoring.

Technology 52

Technology Gamification Contact Center First call resolution 52

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. All of this remains a challenge for contact center leaders, and needs to be addressed correctly by the organization through understanding agent needs clearly.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. All of this remains a challenge for contact center leaders, and needs to be addressed correctly by the organization through understanding agent needs clearly.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. All of this remains a challenge for contact center leaders, and needs to be addressed correctly by the organization through understanding agent needs clearly.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Vonage

FEBRUARY 7, 2017

Don’t just deal with issues or enquiries as they arise; instead, introduce strategies that reward your existing customers, show you’re there for them, and improve their overall experience – such as customer loyalty schemes and regular requests for feedback. Ignoring employee engagement. Getting the tone wrong.

Interactive Voice Response 48

Interactive Voice Response Customer Service Gamification Cloud contact 48

NobelBiz

OCTOBER 18, 2021

Instead, you can simply manage it with a Cloud Contact Center Solution. Skill Based Routing Workforce Management features are now standard in most Cloud Contact Center Solutions. You may address absenteeism by providing them with feedback on how to overcome their unhappiness with the work they’re performing.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

FEBRUARY 22, 2023

Instead, you can simply manage it with a Cloud Contact Center Solution. Skill Based Routing Workforce Management features are now standard in most Cloud Contact Center Solutions. You may address absenteeism by providing them with feedback on how to overcome their unhappiness with the work they’re performing.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Serenova

JUNE 6, 2019

Despite growing adoption , many contact center leaders still are moving forward cautiously as they work through risk versus benefit of the cloud. The panel addressed these three key benefits of cloud contact centers, all of which directly and positively affect CX: Security.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

JustCall

MARCH 23, 2023

Call recording – Monitor agents for training and feedback by playing back call recordings. Feedback system – Create, deploy, track, and manage surveys and customer feedback forms within the platform. Support automation features such as automatic call distribution help build smoother workflows.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

JustCall

APRIL 5, 2023

Feedback on Five9 from Real-World Users Five9 Pros Five9 Cons Deployment is quick The software can be complex to use Feature-rich platform The platform sometimes encounters lag when loading and in between calls Prebuilt integrations with popular software like Slack, Zoom, etc.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. While much has changed in the last decade, one storyline will remain constant: Contact center teams will continue to face surges in call volume bravely.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

JANUARY 13, 2022

In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. 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.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52