Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Let’s dive in and discover how to keep your call center staffed with engaged, and high-performing agents that deliver exceptional experiences.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Noble Systems

JANUARY 21, 2019

At the most basic level is who to sell to and why; next, is when and how to engage; the third level is why someone should buy and why they should buy from you; at the fourth, how to close the sale; and the fifth and final level is how to sell more, again and again. Gamification uses game mechanics to encourage desired behaviors.

Gamification 61

Gamification Sales Contact Center CRM 61

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. Gamification is an immersive, exciting experience that engages and motivates agents. Whisper coaching. Get in the game.

Call Center 117

Call Center Technology Gamification Coaching 117

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Read on to learn what our experts had to say about the worst things a contact center agent can do during a call (and how to avoid them). Ty Stewart. Michael Kansky. Eric Shurke. JourneyPure.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Noble Systems

JANUARY 21, 2019

At the most basic level is who to sell to and why; next, is when and how to engage; the third level is why someone should buy and why they should buy from you; at the fourth, how to close the sale; and the fifth and final level is how to sell more, again and again. Gamification uses game mechanics to encourage desired behaviors.

Gamification 52

Gamification Sales Contact Center CRM 52

Interaction Metrics

FEBRUARY 20, 2025

Provide workshops and targeted coaching based on NPS insights. It doesnt reveal why or how to solve it. If you need to collect more data to determine how to improve NPS, encourage people to share their thoughts through meaningful incentives instead. You can also encourage your customer base to participate through gamification.

Surveys 62

Surveys Benchmark Feedback Metrics 62

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. Gamification, when done correctly, has been proven to motivate employees because it taps into our competitive nature. Contact centers can tap into the same motivation.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

CSM Magazine

JUNE 10, 2021

This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

JustCall

MARCH 9, 2023

The impact of sales gamification is much lar ger than you think. Gamification is being embraced by more than 70% of organizations belonging to the Global 2000 list of companies. Gamification is known to enhance loyalty, customer engagement, and motivation. How does this help? The need of the hour? Let’s get going.

Gamification 52

Gamification Sales Morale CRM 52

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

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. William Taylor. velvetjobs. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. What Are the Benefits of Having an Omnichannel Contact Center?

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

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. Mentoring or coaching With the right guidance, there’s always an opportunity for one-on-one learning, which can be very effective. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Outsource Consultants

JANUARY 9, 2025

As we explore the next crucial aspect of contact center optimization, we’ll examine how to improve agent performance and satisfaction, which directly impacts the overall success of these technological implementations. Personalized Coaching and Real-Time Feedback One-size-fits-all approaches to agent development no longer suffice.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Noble Systems

DECEMBER 4, 2019

Training employees when and how to ask for feedback is vital. 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.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Fonolo

APRIL 27, 2020

Many teams thrive off healthy competition, there are plenty of ways to bring some gamification back into the virtual workplace. If the thought of your employees playing games during work horrifies you, I’ve got (bad) news for you… One way of engaging remote teams is by playing games together.

Call Center 112

Call Center Morale Contact Center Gamification 112

Playvox

FEBRUARY 13, 2024

Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents. Consider allowing high-performing agents to coach peers. It’s a cost-effective coaching technique, and it communicates to top-performers that their expertise and talents are recognized and valued.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Cincom

FEBRUARY 21, 2025

However, the true power of CPQ is unlocked only when sales teams fully understand how to use it effectively. Heres how learning CPQ software properly benefits sales teams: 1- Maximized Sales Efficiency Understanding CPQ software inside out allows sales teams to eliminate manual tasks, reduce errors, and accelerate deal cycles.

Sales 40

Sales Gamification Finance Best practices 40

Playvox

MARCH 12, 2024

Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

COPC

MARCH 11, 2024

See here for more information on how to do this. What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? (Having sales experience does not mean one excels at sales.) Should this role be fully in-office, hybrid, or remote?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Gamification Average Handle Time Contact Center 52

Noble Systems

APRIL 21, 2020

VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. The post How to Ensure Business Continuity for Call Centers During COVID-19 appeared first on Noble Systems.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

Taylor Reach Group

AUGUST 29, 2017

How to Create a Highly Engaged Workforce – Start at the Beginning. They need actionable data, daily, on where they are currently and how to improve. Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. These should be organized and ongoing.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

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. People learn by practicing, and there’s a very real limit to how much you can learn sitting in the classroom or watching a video.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. Gamification. Performance Management & Coaching – Use tools like Gamification to create a more engaged workforce and help move your bottom lines and improve key metrics.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

DECEMBER 5, 2017

Customer service will continue to be heavily impacted by upcoming technology and companies will need to evaluate how to leverage technology to enable quick wins while determining the right balance of human interaction and automation. Gamification. The use of video will continue to evolve in the customer service space.

Customer Service 80

Customer Service Gamification Self service CRM 80

Outsource Consultants

SEPTEMBER 14, 2021

A common feature of some of the most successful development teams in the world, daily team huddles give you the opportunity to set priorities, coach your agents, and monitor ongoing success. 3 Great Ideas — and How to Get Started. With regular check-ins, you can make adjustments that will elevate and improve agent performance.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Balto

JUNE 3, 2022

If they say they feel ill equipped to succeed because they receive little coaching, set new coaching targets for managers. Investing in a solution that supports gamification elements like badges, challenges, and leaderboards can do wonders for engagement. if there’s a contact center issue you’d like to learn how to fix.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Noble Systems

JANUARY 12, 2018

Furthermore, how do you treat them so the corrective action sticks? 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.

Coaching 40

Coaching Call Center Gamification Feedback 40

Playvox

JANUARY 5, 2022

Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged. Another fun way to recognize your team is through gamification. Want more tips on how to enhance the experience of your hybrid contact center workforce? What is Agent Experience? Download our eBook.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Talkdesk

SEPTEMBER 8, 2020

Here are three different methods to ensure your teams are aware of how to keep organizational data safe. Gamification Applying typical elements of game playing, such as point scoring and unlocking rewards, into your training plan is a great way to create a spirit of healthy competition and engage your employees.

Contact Center 71

Contact Center Gamification Coaching Personalization 71

Outsource Consultants

FEBRUARY 12, 2025

How to Boost Philippines Workforce Management At Outsource Consultants, we’ve identified three key strategies that significantly improve workforce management in Philippines call centers: advanced forecasting, skill-based routing, and real-time performance tracking. Accent neutralization training is also essential.

Call Center 67

Call Center Management Gamification outsourcing 67

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Plus, with insights into regular metrics, your agents will better understand how to improve their outcomes so they can deliver outstanding customer experiences.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

CSM Magazine

DECEMBER 12, 2019

Gamification in the Decision-Making Process. Any decision you make, from what to have for dinner to how best market your new product, comes with immediate or delayed consequences. Experts agree that leaders can align each action’s immediate return with the value of its long-term consequences through gamification. Author Bio.

Gamification 52

Gamification Construction Accountability Coaching 52

Playvox

OCTOBER 12, 2022

Gamification in remote workforce training is proven to be effective. When training remote contact center agents by video, record the calls so agents can watch them again later for clarity or to reinforce coaching. Top-performing contact center leaders understand that ongoing agent training is critical to success.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Aspect

OCTOBER 19, 2017

Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done. What We Think: Since we are seeing this trend in the right direction, we will focus our advice on how to optimize workforce management teams.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Playvox

FEBRUARY 20, 2024

Overall, remote work has redefined how we collaborate and do business. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams. However, in order to harness all the benefits of a remote talent pool, you need to understand how to get the most out of your remote workforce.

Management 88

Management Gamification Calibration Quality management 88