Calabrio

FEBRUARY 26, 2025

On the flip side, companies that invest in workforce engagement strategies see significant improvements in both employee retention and customer satisfaction. Real-Time Feedback & Coaching for Continuous Improvement Employees who receive regular, meaningful feedback are more likely to stay motivated and aligned with company goals.

Coaching 64

Coaching Gamification Employee engagement Morale 64

TeleDirect

MARCH 13, 2025

In this blog, we will explore effective training strategies that help develop high-performing call center agents, improve customer service skills, and enhance overall call center performance. A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

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. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g., Voice of the Customer, CSAT, NPS and Customer Advisory Boards). No excuses though.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Noble Systems

AUGUST 4, 2020

It’s Time to Rethink Your Collection Strategy. To address both new and ongoing needs, collection contact centers must rethink their current collection strategy and rely on technology more than ever before. Post-call analytics identifies best practices and gaps for training and coaching opportunities. APAC – 2:00pm AEDT.

Gamification 86

Gamification Analytics Contact Center Coaching 86

CCNG

APRIL 20, 2022

Contact centers with advanced data management capabilities can easily leverage performance-based compensation strategies. For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time.

Gamification 61

Gamification Sales Contact Center CRM 61

Interaction Metrics

FEBRUARY 20, 2025

Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Provide workshops and targeted coaching based on NPS insights. Understanding how NPS influences purchasing habits helps tailor marketing strategies that encourage repeat business and higher-value transactions.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. This is the case with gamification. Recognition is contagious.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Noble Systems

JULY 30, 2019

That’s why one BPO turned to Noble Gamification — to bring a new sense of motivation to debt collectors and improve business results. 3 Benefits of Debt Collection Gamification. Gamification creates friendly competition within the BPO organization to motivate collectors without pushing them to turn toward unjust practices.

Gamification 53

Gamification Automotive Coaching Morale 53

Calabrio

MARCH 7, 2025

So, it is imperative that organizations take steps to combat contact center agent attrition and implement strategies to retain talent. Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. But where to begin?

Call Center 52

Call Center Benchmark Contact Center Gamification 52

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. An agent on the phone might be unaware of a previous email exchange.

Contact Center 52

Contact Center Contact center software Multichannel APIs 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

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time.

Gamification 52

Gamification Sales Contact Center CRM 52

Balto

SEPTEMBER 12, 2024

Coaching sales teams to excel on calls often requires significant time and resources, plus a fair share of trial and error. To ease this burden, we’ve compiled five of our top coaching strategies for conducting effective sales calls. These tips will help you build a team of top performers and close more deals.

Coaching 52

Coaching Sales Gamification Call flow 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

CCNG

SEPTEMBER 27, 2023

Different ideas are constantly emerging as the new go-to strategy. 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.

Management 195

Management Average Handle Time Self service CCNG 195

Playvox

MARCH 21, 2024

Strategies for Improving Job Satisfaction and Agent Morale With the clear link between agent morale and positive or negative customer experiences, leaders in contact centers must implement various strategies to enhance job satisfaction and engagement. Along with training, it is important to provide timely coaching to your agents.

Morale 90

Morale Contact Center Quality management Coaching 90

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. The need of the hour? Let’s get going. How does this help?

Gamification 52

Gamification Sales Morale CRM 52

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. It should be among your key strategies and always part of your playbook. Consider allowing high-performing agents to coach peers.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. This is the case with gamification. Recognition is contagious.

Gamification 47

Gamification Feedback Morale Employee engagement 47

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. If we are not, what strategies and timelines are we considering for implementing this best practice? What does the coaching process look like?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Cincom

FEBRUARY 21, 2025

5- Enhanced Upselling and Cross-Selling Strategies Many CPQ platforms include recommendation engines that suggest upgrades, bundles, and complementary products. Managers require training in overseeing discount approvals, setting pricing strategies, and analyzing sales data.

Sales 40

Sales Gamification Finance Best practices 40

Call Design

MAY 24, 2022

Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 78

Gamification Coaching Enterprise Feedback 78

Noble Systems

SEPTEMBER 29, 2020

Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

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. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Noble Systems

JUNE 18, 2019

Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 72

Gamification Feedback Coaching Enterprise 72

Outsource Consultants

SEPTEMBER 14, 2021

Try These 3 Contact Center Strategies for Q4 Success. Call Deflection: This technology strategy diverts incoming calls to digital channels instead of bogging down your live agent queues. But luckily, there’s still time for you to get prepared for Q4 — before it’s too late. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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

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

Playvox

APRIL 25, 2023

Here are five winning strategies. Here are some ideas: Incorporate gamification into your agent training and professional development program. Whether you’re providing coaching, training new agents, or doing a skills refresher for your existing staff, you need the right tools to measure progress and effectiveness.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Fonolo

DECEMBER 6, 2022

If social media is in the mix, it’s time to add that to your strategy. . #3 Set up coaching, mentoring, and buddy systems. . Use incentives and gamification . Create a data-informed strategy . Developing a call center strategy takes planning and perseverance. 3 Establish Call Center Metrics and Improve KPIs .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Taylor Reach Group

AUGUST 29, 2017

Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification. These should be organized and ongoing.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

Outsource Consultants

FEBRUARY 22, 2021

But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. Lowest AHT. Highest FCR. Does Your Call Center Provider Have Their “I”s on the Prize?

Call Center 76

Call Center Gamification Coaching Morale 76

Outsource Consultants

MARCH 4, 2025

From advanced workforce management to cutting-edge technology integration, we’ll cover the essential strategies that drive success in this competitive industry. From advanced workforce management to cutting-edge technology integration, we’ll cover the essential strategies that drive success in this competitive industry.

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. Home To CX Accelerator

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

Outsource Consultants

FEBRUARY 12, 2025

In this post, well share the key strategies, technologies, and best practices to turn your Philippines-based call center into a growth enginenot a growing headache. Invest in professional voice and accent coaches to help agents sound more natural to Western ears. Accent neutralization training is also essential.

Call Center 67

Call Center Management Gamification outsourcing 67

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Coaching is a critical aspect of agent engagement in contact centers. Using a coaching solution lets you address opportunities to improve as they happen and keep feedback frequent and useful.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63