Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

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

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 raises employee engagement by 48%.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

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

Call Design

NOVEMBER 14, 2021

Boosting employee motivation, training effectiveness, and quality of output can all be done by an ingenious method called gamification. Gamification refers to incorporating gaming elements into the training process or other elements of a workplace to diversify and improve the agent development. Read on to discover what they are.

Gamification 78

Gamification Consulting Consulting Management 78

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Gamification Contact Center 122

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams.

Call Center 117

Call Center Technology Gamification Coaching 117

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. First contact resolution (FCR) is one of the most critical KPIs used to gauge the quality of customer service and the overall efficiency of a call center.

Call Center 196

Call Center Self service Gamification Contact Center 196

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. This involves in-depth call center customer service training in both hard and soft skills (empathy, communication, problem-solving), more detailed product/service education, and process mastery. The stakes have never been higher.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues.

Customer Service 80

Customer Service Gamification Self service CRM 80

Noble Systems

OCTOBER 18, 2018

Assessing quality requires a consistent scoring and review of each agent’s interactions with customers. Identification of areas for improvement and definition of new goals should be discussed during coaching sessions. Agents taking too much time dallying between calls needs to be dealt with through coaching and setting expectations.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Call Design

JANUARY 20, 2022

Changing customer preferences and volatile market behaviour have forced customer service teams to deploy greater agility to remain relevant in meeting customer enquiries. While agent tasks can be monotonous, building strong engagement underpins continual improvement of the customer service experience.

Gamification 78

Gamification Coaching Construction Employee engagement 78

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Noble Systems

SEPTEMBER 20, 2019

Hone agent training and coaching. Implement gamification. When this happens, a customer is more likely to abandon the call before they speak with a contact center agent. Service Level. Enter gamification. When your support team is happier, so are your customers. Gamification is not just about having fun.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Fonolo

NOVEMBER 23, 2021

According to our most recent trends report , customer service expectations are at an all-time high — that means customer support must catch up through effective call center training. That means making training more interactive and potentially using gamification tactics in your program. Use a buddy system. .

Call Center 148

Call Center Abandon rate Gamification Education 148

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

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

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

Playvox

FEBRUARY 13, 2024

How Do You Identify Top Customer Service Talent? For customer service leaders, it’s an opportunity to constantly hone their interpersonal, decision-making, and communication skills, like active listening—boosting their own professional growth. Consider allowing high-performing agents to coach peers.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Noble Systems

AUGUST 4, 2020

Added to these are the new challenges brought about by COVID-19 and the additional demands of supporting a remote workforce, providing consistent and exceptional customer service, and addressing business continuity concerns. 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

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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

MARCH 30, 2020

Others are working tirelessly to set up secure work at home environments, develop crisis communications protocols, and identify technologies that will help them continue to provide exceptional service to their customers during this unsettled time. Better train and coach agents. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

Noble Systems

FEBRUARY 10, 2021

Here, we discuss how contact centers can prepare now to address both current and future changes in customer behavior in order to future-proof their contact center operations. Here are the top things that contact centers can do now to deliver on the ever-shifting demands of customers. Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. Voice of The Customer. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Cincom

FEBRUARY 21, 2025

5- Ongoing Coaching and Refresher Courses CPQ systems evolve over time with new features, updates, and business rule changes. Continuous learning through periodic coaching sessions, webinars, and refresher courses ensures that users stay up to date. 3- Is CPQ training only for sales reps?

Sales 40

Sales Gamification Finance CRM 40

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Fonolo

JUNE 17, 2015

Use incentives and gamification. Call center training is any course, seminar, video, coaching session or other activity that teaches the skills and behavior required for success in a call center. Mentoring or coaching. Use incentives and gamification. Use video conferencing. Incorporate storytelling. One-on-One.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Outsource Consultants

SEPTEMBER 14, 2021

Your customers may dread long wait times or customer service hiccups — but these can be easily forgiven with a positive and helpful experience from a highly skilled agent. Here’s what you can do now: Knowledge Base: Consider implementing a central source of truth to assist your agents across common customer queries.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Outsource Consultants

MARCH 4, 2025

Manila call centers are at the forefront of global customer service operations. How Manila Call Centers Maximize Efficiency Manila call centers stand at the forefront of global customer service operations. This proactive approach minimizes risks and enhances overall service quality.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

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.

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

Noble Systems

SEPTEMBER 20, 2019

Hone agent training and coaching. Implement gamification. When this happens, a customer is more likely to abandon the call before they speak with a contact center agent. Service Level. Enter gamification. When your support team is happier, so are your customers. Gamification is not just about having fun.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Fonolo

DECEMBER 6, 2022

Developing this KPI helps you surpass customer service goals and foster a smooth operation. . Other KPIs you might examine for call center development include customer satisfaction score, abandonment rate, and peak-hour traffic. . Set up coaching, mentoring, and buddy systems. . Use incentives and gamification .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Noble Systems

JANUARY 12, 2018

Regardless if your call center is focused on collections, revenue recovery, sales or customer service it’s likely you have had coaching sessions with agents and thought afterward, “ok, we are good now, they get it”, only to realize 2 days later that the symptoms are back. Score Cards Directly Tied to Coaching.

Coaching 40

Coaching Call Center Gamification Feedback 40

Playvox

NOVEMBER 15, 2022

Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before. Coach And Develop Your Customer Service And Support Team. Related Article: Five Coaching Tips For Contact Center Agents that Work. Automate Reports.

Management 86

Management Schedule adherence Coaching Contact Center 86

CSM Magazine

JUNE 10, 2021

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. This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105