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. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Vinay Amin. EuNaturalHealth.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Callminer

APRIL 24, 2020

In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents. One best practice recommended by experts is to have the agent discuss what they believe to be their strengths and weaknesses during coaching sessions.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

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. Agents can ask for assistance via chat; supervisors can provide feedback through team meetings, suggestion boxes or surveys. Keep the Focus on the Customer Experience.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Noble Systems

OCTOBER 18, 2018

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 motivates employees to stay on track. —-. Average Handle Time (AHT).

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Calabrio

MARCH 7, 2025

Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. According to the survey, some of the biggest workplace stressors for agents include: Managing work-life balance (41%) Handling complex customer concerns (36%) Answering too many calls (34%) 3.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Noble Systems

SEPTEMBER 20, 2019

Hone agent training and coaching. Implement gamification. The CSAT score is most often based on the results of a post-call or post-issue resolution survey. Your CSAT survey answers can help you understand the areas that you need to improve. Enter gamification. Gamification is not just about having fun.

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. 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

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

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. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Find out how in this on-demand webinar.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

DMG Consulting

JANUARY 8, 2018

Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

Noble Systems

JUNE 7, 2019

One of Paul’s favorite topics to write about is gamification – he has an extensive catalog of published analysis on the technology. So naturally, he was delighted by the event’s heavy focus on gamification, coaching, and learning management.

Gamification 75

Gamification Contact Center Coaching Education 75

Noble Systems

FEBRUARY 10, 2021

Shifting customer needs and preferences can make it challenging for contact centers to train and coach agents to ensure that they provide a consistent and exceptional customer experience during every interaction. Self-serve is the new “preferred” service. Infographic: Top 5 Customer Behavior Trends For Contact Centers.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. About Fidotrack, LLC. .

Gamification 40

Gamification Call Center Management Coaching 40

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. At Interaction Metrics, we take a smarter approach.

Surveys 62

Surveys Benchmark Feedback Metrics 62

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

DECEMBER 11, 2017

Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Celebrate success – use contact center performance management, gamification and QA solutions to consistently recognize outstanding performance and keep agents motivated.

Gamification 59

Gamification Contact Center Coaching Surveys 59

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

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.

Sales 40

Sales Gamification Finance Best practices 40

Noble Systems

SEPTEMBER 20, 2019

Hone agent training and coaching. Implement gamification. The CSAT score is most often based on the results of a post-call or post-issue resolution survey. Your CSAT survey answers can help you understand the areas that you need to improve. Enter gamification. Gamification is not just about having fun.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Make It Fun: Whether through big changes (like gamification software) or smaller initiatives (like reward contests), look for opportunities to increase agent morale.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% Contact Center Pipeline reports that increasing the focus on coaching and development for agents is a top priority for contact centers worldwide. Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents.

Technology 122

Technology Customer Service Gamification Contact Center 122

Taylor Reach Group

AUGUST 29, 2017

About 20% of the managers surveyed chose each of these and many chose more than one. Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. Make career pathing a critical part of regular coaching meetings with front-line associates.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

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. The survey will remain open until April 15, 2018. The survey takes roughly 15 minutes to complete. Insight #3 – Optimizing your Workforce Management Investments.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

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

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. A TalentLMS survey found that 76% of employees are more likely to stay with a company that offers continuous training.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

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. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Find out how in this on-demand webinar.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Call Design

MAY 14, 2024

Self-Rostering of Coaching and Training activities Empower your agents by giving them access to book their own coaching, training, or even follow-up time. Preference Based Scheduling According to the 2023 SMAART recruitment survey, “49% of organisations are still scheduling using roster rotations.”

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Call Design

MAY 14, 2024

Self-Rostering of Coaching and Training activities Empower your agents by giving them access to book their own coaching, training, or even follow-up time. Preference Based Scheduling According to the 2023 SMAART recruitment survey, “49% of organisations are still scheduling using roster rotations.”

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Gamification. Gamification uses game mechanics to make training more fun. Friendly competition engages agents and motivates them to continually improve. Leaderboards also help.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Serenova

JUNE 5, 2020

Before COVID-19, Northwestern National Life released a survey in which 40% of respondents said they considered their jobs stressful. Know what’s going on at all times to improve real-time coaching and solve issues as they occur throughout the day. Gamification options can also promote a stronger feeling of community.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Balto

MAY 13, 2022

It’s typically measured with surveys. In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Gamification. Gamification can make things a bit more fun. Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

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.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

COPC

JANUARY 15, 2024

According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. Note that the same surveyed staff who are satisfied with their training are 200% more satisfied with their jobs. Set clear and achievable goals.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Balto

JUNE 3, 2022

Take Engagement Surveys Seriously. Over 67% of contact centers measure engagement through periodic agent feedback surveys. Surveys can be a great tool, particularly when given to remote agents prone to disengagement, but the feedback must actually be put to use. If you don’t yet complete engagement surveys, start now.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Tethr

JUNE 5, 2020

Gathering feedback from those employees in the trenches matters.Send out anonymous surveys, put out a suggestion box, hold weekly roundtables and emphasize the importance of the agent’s experience. Gamification works. Surface impactful coaching opportunities to help your reps reach their goals regardless of where they are working.

Morale 64

Morale Contact Center Gamification Scripts 64

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Practical ways to listen to employees can be implemented through weekly one-on-one check-ins, anonymous social tools, and short frequent surveys. 5) Provide Coaching.

Call Center 56

Call Center Gamification Coaching Surveys 56