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.

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Gamification Consulting Consulting Management 78

Noble Systems

DECEMBER 18, 2018

That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. A recent study conducted by CSO Insights, says that sales goal attainment across geographies and industries dropped from 63% in 2012 to 53% in 2016. All of them can be enhanced with gamification.

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Gamification Sales Contact Center Business Process Outsourcing 75

CCNG

APRIL 20, 2022

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. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

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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.

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TechSee

SEPTEMBER 29, 2020

A recent study on this topic found that customer satisfaction (CSAT) ratings are 35-45% lower for customers who must make a second call about the same issue. According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%.

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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.

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Gamification Automotive Coaching Morale 53

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. A study by Harvard Business School found that 28% of the time, an incident that had a minor impact on a project had a major impact on people’s feelings.

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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.

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Calabrio

MARCH 7, 2025

However, one study found that, in 2022, the average turnover rate reached as high as 38%. 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.

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Call Center Benchmark Contact Center Gamification 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. Personalize sales training and goals A one-size-fits-all approach to sales coaching rarely works.

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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.

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Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Consider allowing high-performing agents to coach peers.

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Contact Center Gamification Coaching Feedback 88

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?

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Outsource Consultants

MARCH 4, 2025

Data analytics for call center performance improvement typically include real-time monitoring, call recording and analysis, regular performance coaching, and customer satisfaction tracking. This approach allows supervisors to provide immediate feedback and coaching, leading to continuous improvement in agent performance.

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Call Center Gamification outsourcing Chatbots 67

Taylor Reach Group

AUGUST 29, 2017

Only 17% of workers strongly agree, according to a recent Gallup study. “ A study of 264 new employees published in the Academy of Management Journal found that the first 90 days of employment (often called the probationary period) is pivotal to building rapport with the company, management, and co-workers.

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Gamification Contact Center Coaching Employee engagement 99

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.

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Coaching Gamification Customer Service Quality management 52

Playvox

APRIL 11, 2023

A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. When agents are clear on their priorities, they become more engaged, according to the Gartner study. Coaching is a critical aspect of agent engagement in contact centers.

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Employee engagement Contact Center Gamification Coaching 63

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

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Contact Center Gamification Coaching Quality management 84

TechSee

JUNE 25, 2019

Contact Center Pipeline reports that increasing the focus on coaching and development for agents is a top priority for contact centers worldwide. AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. are planning to add one by the end of 2020, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 global organizations. Today, 37.2% Another 24.9%

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Analytics Chief Customer Officer Gamification Coaching 89

CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people.

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NICE inContact

AUGUST 1, 2017

Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Thus, it’s not surprising to see this behavior in coaching and management as well.

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Coaching Contact Center Construction Gamification 49

Fonolo

DECEMBER 6, 2022

LinkedIn recently published a study that found 41% of employees will consider leaving their jobs in the next year. Set up coaching, mentoring, and buddy systems. . Use incentives and gamification . Other agent development KPIs you might like to track include customer satisfaction score and customer retention rate. . #4

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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.

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Call Center Gamification Coaching Contact Center 96

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.

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Coaching Call Center Gamification Feedback 40

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. You can pair this with gamification that encourages learning. Plus, it can help agents develop necessary skills by automatically generating coaching sessions triggered by your performance thresholds.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Fonolo

APRIL 27, 2020

In fact, a study by The Wall Street Journal suggested that ‘a sense of belonging’ could be the differentiator for success for companies. Many teams thrive off healthy competition, there are plenty of ways to bring some gamification back into the virtual workplace. Your remote call center agents have lost that community.

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Outsource Consultants

JANUARY 9, 2025

Personalized Coaching and Real-Time Feedback One-size-fits-all approaches to agent development no longer suffice. Implement a system for personalized coaching based on individual agent performance metrics. Flexible scheduling options can lead to a 25% reduction in turnover rates (according to a Deloitte study).

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Contact Center Gamification outsourcing Self service 67

Playvox

FEBRUARY 2, 2022

According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. But to seal the deal you need to implement the right processes enabled by technologies, such as quality monitoring, training, and gamification. ENJOYING THIS ARTICLE?

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Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

MARCH 13, 2022

Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning. Maximise performance : Create stronger teams. About the Author. Steve Joyner is VP UK&I at Avaya.

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Gamification Customer centricity Self service Surveys 52

Noble Systems

FEBRUARY 14, 2019

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort. Reinforce corporate vision, mission and brand.

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Employee engagement Contact Center Gamification Customer centricity 59

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Effective agent training and coaching have been a top priority for contact centers for a long time. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Expand Digital Capabilities.

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Contact Center Gamification Analytics Average Handle Time 59

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. Make sure to put a mentoring and/or coaching system into place to help that employee as they move up in the organization.

Morale 78

Morale Gamification Contact Center Quality management 78

Noble Systems

FEBRUARY 14, 2019

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort. Reinforce corporate vision, mission and brand.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Playvox

APRIL 25, 2023

A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge. One Size Does Not Fit All Studies show that learners need to hear or read something three to seven times to retain the information, and combining visual, written, and audio formats boosts retention.

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Contact Center Contact center software Gamification Feedback 79

ProProfs Blog

JUNE 30, 2020

Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. That’s what Simon Sinek discovered when studying these leaders closely. How to Revolutionize Customer Employee Engagement with Big Data and Gamification. Author: Peggy Klaus.

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Customer Service Chief Customer Officer Customer centricity Coaching 128

CrazyCall

JANUARY 21, 2019

The study from 2017 conducted by the InsideSales.com had shown that although the outside sales still make up for the most of the sales market, the inside sales are projected to increase 30.2% Yet, with the development of new technologies and methods, sales coaches can conduct the whole process in a much more effective way.

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