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.

Gamification 48

Gamification Contact Center Consulting Consulting 48

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. Here are six tips to help. Gamification, when done correctly, has been proven to motivate employees because it taps into our competitive nature. Embrace the Positive.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Noble Systems

MARCH 30, 2020

By monitoring and analyzing every interaction, companies can also uncover agent deficiencies so that they can develop new content for training and coaching. Better train and coach agents. Gamification applies game elements and principles in non-game settings such as work environments.

Management 90

Management Gamification Contact Center Coaching 90

Fonolo

NOVEMBER 23, 2021

That means making training more interactive and potentially using gamification tactics in your program. 4 tips to improve agent engagement during training. Take this approach one step further by coaching your veteran agents on setting a positive tone and building a friendly mentor-mentee relationship with your new hire.

Call Center 148

Call Center Abandon rate Gamification Education 148

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. 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. Empower agents with customized training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

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

APRIL 11, 2023

Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. 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.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Noble Systems

DECEMBER 4, 2019

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. Gamification Also Rewards Customers for Their Feedback.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

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. Most people think of training as a one-time event or program, but that’s just the tip of the iceberg. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

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

Outsource Consultants

APRIL 12, 2021

In part one of our series, we detailed five tips for targeting better KPIs with your BPO vendor partner. Coach walks in with brand new pads and your slick designer uniforms, uttering some version of “To play like champions, we need to look like champions.”. TIP 1: Introduce the dashboards to the team early on in the training.

Management 125

Management outsourcing Gamification Average Handle Time 125

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

COPC

MARCH 11, 2024

What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? Coaching Features: Are there AI-driven insights for managers that significantly reduce administrative tasks, allowing for focused coaching and automated action plans?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Through gamification and competition, your call center can help agents achieve clarity and accountability in their work, which helps bolster customer satisfaction. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Outsource Consultants

SEPTEMBER 14, 2021

Tip the Scales with Technology. 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. But luckily, there’s still time for you to get prepared for Q4 — before it’s too late.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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. Most people think of training as a one-time event or program but that’s just the tip of the iceberg. Mentoring or coaching.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. We could give you the best tips in the world and they’d still be ineffective if your communication strategy is weak.

Call Center 112

Call Center Morale Contact Center Gamification 112

Playvox

FEBRUARY 20, 2024

Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive. While you can leverage many of the tips offered here , you can also get creative. Embracing remote work is becoming a norm for many companies to remain competitive.

Management 88

Management Gamification Calibration Quality management 88

Playvox

NOVEMBER 15, 2022

Coach And Develop Your Customer Service And Support Team. In any support center, team leaders and supervisors have an essential role to play: coaching and developing agents so that they can become even more efficient and effective. Related Article: Five Coaching Tips For Contact Center Agents that Work. Automate Reports.

Management 86

Management Schedule adherence Coaching Contact Center 86

Noble Systems

DECEMBER 4, 2019

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. Gamification Also Rewards Customers for Their Feedback.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

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. For example, if a customer frequently calls about a specific product feature, reach out with tips or updates.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Interaction Metrics

FEBRUARY 20, 2025

Provide workshops and targeted coaching based on NPS insights. Here are some additional tips to keep your customer surveys consistent: Use uniform phrasing in questions across all departments. You can also encourage your customer base to participate through gamification. Train your employees on survey best practices.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. 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. Empower agents with customized training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

COPC

JANUARY 15, 2024

We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee. Find tips for avoiding job shock by crafting an accurate job description in the first article in this series. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

JustCall

MARCH 9, 2023

In this blog, therefore, we will look at the six most important tips to keep in mind with respect to call center agent training programs. 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train

call center software 52

call center software Call Center Construction Best practices 52

Serenova

JUNE 5, 2020

WFM also can be a critical tool in tipping the balance toward profitable operations. 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. Workforce management (WFM) tools can help. Monitoring.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. These tools enable real-time feedback and coaching, ensuring that agents adhere to quality standards and continuously improve their interaction skills.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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

Tethr

MAY 11, 2020

Although platforms like Tethr can evaluate the effectiveness and quality of customer interactions and provide guideposts for managers to better coach their reps, the right leadership pursuits can foster team morale. Gamification works. Another good tip is to sandwich criticism with praise. Everyone loves a good challenge.

Call Center 67

Call Center Morale Gamification First call resolution 67

Playvox

JANUARY 5, 2022

Try these tips to keep your contact center team engaged – whether working remotely or in the office. 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? Agents can earn rewards for successfully completing challenges.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Real Blue Sky

JULY 12, 2022

Training is about much more than onboarding; it is about ongoing coaching, using the right tools, and keeping people engaged so they can deliver excellent experiences for customers. Incentives and Gamification. Using incentives and gamification is a great example of using advanced technology in contact center training.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Balto

DECEMBER 4, 2023

Ongoing training backed by continual coaching and feedback, not just leaving them to look for answers on their own. Gamification: Don’t be afraid of tools that can spark fun and healthy competition. The post Three Tips to Transform Your Contact Center into a Customer Acquisition Machine appeared first on Balto.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Fonolo

SEPTEMBER 30, 2022

Gamification is one of the best ways to help your agents internalize these important skills and use them effectively in their roles. TIP: Your veteran agents are your best resource. Ask them how they regulate their work throughout the day and encourage them to share tips and techniques with newer agents. Empathy and intuition.

Call Center 81

Call Center Scripts Contact Center Gamification 81

Balto

OCTOBER 20, 2022

Based on the data received from the QA program, you’ll be able to coach and train agents to work towards this business goal and others important to your organization. With that in mind, here are some general QA tips to help ensure your organization gets the most out of its QA program. 6) Use Gamification.

Best practices 52

Best practices Call Center Gamification Coaching 52

Noble Systems

MARCH 19, 2021

Popular monitoring modes include listen only, in which the agent may not even know they are being observed, and coach monitoring. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager. Gamification takes otherwise routine tasks and makes them fun.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Here are our top tips: 1. Managers might also consider developing a special DIY de-stressor kit, full of practical tips to reduce stress levels, whatever the season.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52