DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. The benefits of gamification solutions go far beyond the crucial need to enhance employee engagement.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

TeleDirect

MARCH 13, 2025

Develop a Comprehensive Training Program A structured training program should cover: Company policies and procedures Product and service knowledge Customer service skills (active listening, empathy, and problem-solving) Technical training (CRM systems, call routing, and software tools) 2. Q3: How can we make training sessions more engaging?

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Noble Systems

AUGUST 25, 2020

To address these challenges, many financial services firms are turning to Gamification. From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. Gamification can be used by banks, lenders, and other financial institutions to: 1.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

CCNG

APRIL 20, 2022

People want on-demand access to data and analytics tools so that individually, or in teams, they can investigate and solve problems on their own when it matters. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Calabrio

FEBRUARY 26, 2025

With Calabrios self-scheduling tools , agents can adjust their work hours within set parameters, reducing stress and improving work-life balance. 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

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

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. Contact center decision-makers understand that better tools are the key to improving agent performance and reducing call center training times.

Call Center 117

Call Center Technology Gamification Coaching 117

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

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. When employees have access to these tools, call center costs are reduced as agents can resolve issues as quickly as possible.

Call Center 196

Call Center Self service Gamification Contact Center 196

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. In the work-from-home (WFH) environment, you’ll have to get more creative, or leverage the right tools. Take a Closer Look at the Tools That Can Help You Motivate.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

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. Example includes random sampling calls and scoring performance through a quality monitoring program, providing reporting and remediation coaching. Sean McPheat. seanmcpheat.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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

Calabrio

MARCH 7, 2025

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. Develop a comprehensive onboarding program.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

CCNG

SEPTEMBER 27, 2023

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. All this costs more money. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service CCNG 195

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. One of the best tools I have seen and used for call centers is improv training…”.

Call Center 182

Call Center Management Scripts Coaching 182

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.

Coaching 52

Coaching Sales Gamification Call flow 52

Amplifai Coaching Category

MARCH 5, 2024

Discover the best call center gamification software for 2024. Boost agent engagement, performance, and customer satisfaction with our expert guide.

Gamification 52

Gamification Call Center 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

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

Cincom

FEBRUARY 21, 2025

CPQ software is a specialized tool designed to help businesses manage complex product and pricing configurations. However, if sales reps are not trained to use CPQ’s guided selling tools, they may misconfigure solutions, add incompatible components, or leave out essential features. What is CPQ Software?

Sales 40

Sales Gamification Finance Best practices 40

TechSee

JUNE 25, 2019

This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. These tools include call prioritization, customer identification, recommendation engines and smart agent monitoring and training. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

COPC

MARCH 11, 2024

Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? Consider a solution such as Centrical onboarding to provide the tools and built-in processes to engage new employees. What does the coaching process look like? See Figure 2.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Noble Systems

AUGUST 4, 2020

. • Track, Analyze and Reward Collector Behavior with Speech Analytics and Gamification . Post-call analytics identifies best practices and gaps for training and coaching opportunities. To learn more about collection strategies and tools for success in the age of the novel coronavirus, watch our webinar, “Collections After COVID.”.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Playvox

JULY 14, 2021

It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system. With the right workforce management tools, you will be equipped to boost your contact center’s success — and strengthen your brand at the same time!

Contact Center 52

Contact Center Gamification Coaching Management 52

CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. Gamification. Omnichannel Routing.

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

MARCH 30, 2020

Integrated scheduling tools are tremendously valuable in helping companies optimize agent schedules. These tools can help match availability and skill sets so that contact centers can staff the right agents at the right time and in the right capacity. Better train and coach agents. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

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

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Outsource Consultants

APRIL 12, 2021

If you’re looking to refine your already exceptional BPO training or trying to “catch” your competitors, here are the top three priorities for managing your training with your outsource call center vendor: BPO Vendor Priority #1 — Train with the Right Tools. Use tools to monitor agent success. What gets you over the hump?

Management 125

Management outsourcing Gamification Average Handle Time 125

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

CSM Magazine

DECEMBER 12, 2019

Let’s see some tools that can help you refine your decision-making skills! Decision trees are useful tools you can also share with your team to help them make more refined, successful, and mindful choices. Gamification in the Decision-Making Process. Practice with Decision Trees. Flex Your Problem-Solving Muscle with Mind Maps.

Gamification 52

Gamification Construction Accountability Coaching 52

Serenova

DECEMBER 4, 2019

Customer experience analytics designed for employees typically fall into three primary categories: Executive dashboards : Analytics tools that leverage roll-ups of both internal and external customer ratings, including structured and unstructured data. For example, screen pops can recommend when to ask for a sale or escalate to a supervisor.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. CxEngage Scoreboard includes automated coaching features that can meet this challenge.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

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.

Coaching 49

Coaching Contact Center Construction Gamification 49