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

TeleDirect

APRIL 7, 2025

With the right training strategies in place, call centers can deliver superior customer experiences, improve agent performance, and drive business growth. Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention.

Call Center 62

Call Center First call resolution Best practices Gamification 62

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%. Happy employees lead to happier customers.

Coaching 64

Coaching Gamification Employee engagement Morale 64

CX Accelerator

APRIL 11, 2018

Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most. The customer suffers as well.

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

Noble Systems

AUGUST 25, 2020

To address these challenges, many financial services firms are turning to Gamification. From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. Gamification can be used by banks, lenders, and other financial institutions to: 1.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

TeleDirect

MARCH 13, 2025

Improves Customer Satisfaction Well-trained agents handle calls more effectively, leading to higher satisfaction rates. Creates a more personalized customer experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 187

Customer Service Gamification Customer Support Customer centricity 187

Calabrio

JANUARY 27, 2025

that have to be addressed with the department to reduce the number of times and duration that customers are place on hold How to Share Your Speech Analytics Findings Some companies have started to tie speech analytics findings to their gamification environments, while others share team findings with all supervisors to encourage healthy competition.

Contact Center 52

Contact Center Analytics Gamification Coaching 52

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Accelerate resolutions with AI-powered agent assistance. Use automation as a force multiplier.

Call Center 196

Call Center Self service Gamification Contact Center 196

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Keep the Focus on the Customer Experience. They have a customer on the phone, they’re entering or researching information and they have a chat open asking for feedback.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. A recent report by PwC, Experience is Everything, found that customers are willing to spend as much as 16% more with companies that offer a great customer experience.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Since then, Ben has over 10 years of acting and improv experience. William Taylor.

Call Center 182

Call Center Management Scripts Coaching 182

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.

Gamification 52

Gamification Call Center Contact Center Coaching 52

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. VoC identifies the gaps between what customers expect and the actual experience they have with your company. Find out how in this on-demand webinar.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Playvox

FEBRUARY 13, 2024

They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Are you trying to boost customer sentiment ? Do you want to improve overall customer experience? Get clear and honest about your real goals.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Calabrio

MARCH 7, 2025

Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. Listen to your customers!

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Call Design

JANUARY 20, 2022

A highly motivated and engaged workforce delivers a more personalised customer experience and elevates handling time and workplace efficiencies. Another method of building engagement that is pivoting is gamification. The Power of Gamification. This is a true testimony to the value obtained by implementing gamification.

Gamification 78

Gamification Coaching Construction Employee engagement 78

CCNG

SEPTEMBER 27, 2023

GETTING PRACTICAL Amid contact centers scrambling to utilize omnichannel while engaging employees with gamification software and IT departments driving toward AI solutions, helping the agent to find the answers quickly for customers seems to have fallen by the wayside. All this costs more money. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service CCNG 195

Noble Systems

AUGUST 4, 2020

Many companies are embracing cloud-based technologies to provide an infrastructure that supports an at-home workforce and increases efficiencies, boosts recovery rates, optimizes resources, and improves customer experiences. Post-call analytics identifies best practices and gaps for training and coaching opportunities.

Gamification 86

Gamification Analytics Contact Center Coaching 86

CSM Magazine

MAY 22, 2024

.” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints. Self-serve is the new “preferred” service.

Contact Center 98

Contact Center Gamification Self service Analytics 98

COPC

MARCH 11, 2024

What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? Coaching Features: Are there AI-driven insights for managers that significantly reduce administrative tasks, allowing for focused coaching and automated action plans?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas.

Gamification 75

Gamification Contact Center Coaching Education 75

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. Ultimately, it boils down to providing customers with outstanding real-time service.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Outsource Consultants

AUGUST 3, 2020

In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences. Lower Your Average Handle Time to Increase Customer Revenue.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Cincom

FEBRUARY 21, 2025

4- Frustrated Customers and Lost Deals Customers expect fast, accurate, and transparent quotes. When sales reps are not trained to use CPQ effectively, they struggle with slow turnaround times, pricing errors, and misconfigurationsleading to poor customer experience.

Sales 40

Sales Gamification Finance Best practices 40

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Voice of The Customer. Gamification. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. Quality Management. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

Outsource Consultants

FEBRUARY 22, 2021

And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. Their experience will help influence your entire call center operation. So why not just trust your call center to select their top-performing agents and wait for newly-minted supervisors to transform your customer experience?

Call Center 76

Call Center Gamification Coaching Morale 76

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. A recent report by PwC, Experience is Everything, found that customers are willing to spend as much as 16% more with companies that offer a great customer experience.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Serenova

JUNE 11, 2019

And while workplace stress is a clear threat to the health of individual employees, it also directly correlates to the perennial contact center challenges of agent recruitment, retention and engagement, all of which have very direct effects on customer experience. Better Agent Experiences = Better Customer Experience.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

CSM Magazine

JUNE 10, 2021

To get the first part right, aim to create better customer experiences. Build momentum around the story – ideally, the story will become a central part of an agent’s thought process, providing a continual source of motivation to help customers. 1) Lead the brand by example. Become a top performer. About the Author.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Taylor Reach Group

AUGUST 29, 2017

Customer Experience. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they do and don’t do for your customers, how much they help each other, what processes they follow and which ones they don’t. By: Peg Ayers, MBA, CCXP. The Front Line.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

Serenova

MARCH 31, 2020

Doing so helps deliver positive customer experiences during this time of stress and uncertainty. CxEngage Scoreboard includes automated coaching features that can meet this challenge. Gamification is another way to keep agents motivated and engaged. Leading a WFH Team through Uncertainty.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90