TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. 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.

Call Center 117

Call Center Technology Gamification Coaching 117

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Noble Systems

AUGUST 19, 2020

One of these technologies is Gamification. Using gamification for financial services can benefit firms in a variety of ways. Ongoing training for employees, keeping customers engaged and loyal, and continuing to build and strengthen consumer trust has never been more important. Gamification is about having fun with a purpose.

Gamification 98

Gamification Banking Enterprise Coaching 98

Call Design

APRIL 3, 2022

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. Gamification learning connects employees to business goals with progress bars, leader boards, and quick and easy learning that rewards achievements.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

Noble Systems

AUGUST 25, 2020

Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, high performance services and build consumer trust. To address these challenges, many financial services firms are turning to Gamification. Gamification raises employee engagement by 48%.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Agent training is more important than ever before. Balancing education and engagement.

Call Center 148

Call Center Abandon rate Gamification Education 148

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins. Strengthen connection through volunteering.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

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

Cincom

FEBRUARY 21, 2025

However, the true power of CPQ lies in proper training. A well-trained sales team can navigate the system effortlessly, configure products accurately, and apply pricing rules without errors. Without the right training, inefficiencies and mistakes can slow down the sales cycle, leading to lost opportunities.

Sales 40

Sales Gamification Finance Best practices 40

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Fonolo

JUNE 17, 2015

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. Use incentives and gamification. Support extra online training. Small group training sessions & discussions. Demonstration for training technical skills.

Call Center 96

Call Center Gamification Coaching Contact Center 96

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. Look Long-Term.

Gamification 78

Gamification Consulting Consulting Management 78

Outsource Consultants

APRIL 12, 2021

In part two, we’re focusing on how business leaders can work with their BPO partners to set more ambitious training targets. In the last year, organizations with rock-solid training processes were handsomely rewarded, quickly scaling their teams remotely as the need for work-from-home agents skyrocketed. What gets you over the hump?

Management 125

Management outsourcing Gamification Average Handle Time 125

Callminer

APRIL 24, 2020

In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Train Your Agents Effectively. Thanks for your patience.”.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Calabrio

FEBRUARY 26, 2025

This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality. 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. The sixth and seventh segments refer to the necessary administrative and training and development responsibilities of a sales organization. Develop, Coach, Onboard, Motivate.

Gamification 61

Gamification Sales Contact Center CRM 61

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. Senior managers gain insight to maximize their support role and their organization's supervisor training and skills development budgets.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

TechSee

SEPTEMBER 29, 2020

Enhance new hire training with clear workflows. Make sure all your contact center agents have sufficient knowledge, training and resources to adequately address customers’ needs. This starts from the first day on the job. Accelerate resolutions with AI-powered agent assistance. Use automation as a force multiplier.

Call Center 196

Call Center Self service Gamification Contact Center 196

Calabrio

JANUARY 27, 2025

that have to be addressed with the department to reduce the number of times and duration that customers are place on hold How to Share Your Speech Analytics Findings Some companies have started to tie speech analytics findings to their gamification environments, while others share team findings with all supervisors to encourage healthy competition.

Analytics 52

Analytics Contact Center Gamification Coaching 52

Calabrio

JANUARY 27, 2025

that have to be addressed with the department to reduce the number of times and duration that customers are place on hold How to Share Your Speech Analytics Findings Some companies have started to tie speech analytics findings to their gamification environments, while others share team findings with all supervisors to encourage healthy competition.

Contact Center 52

Contact Center Analytics Gamification Coaching 52

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. To do that effectively takes well-trained agents and ongoing, consistent agent training programs—from onboarding and beyond. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

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

ShepHyken

DECEMBER 5, 2022

Your employees want a culture that includes flexibility, learning (training), and opportunities for advancement. Centrical) Enterprises everywhere are transforming their frontline teams through interval learning and coaching, with a gamified approach. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 187

Customer Service Gamification Customer Support Customer centricity 187

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

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. The sixth and seventh segments refer to the necessary administrative and training and development responsibilities of a sales organization. Develop, Coach, Onboard, Motivate.

Gamification 52

Gamification Sales Contact Center CRM 52

Talkdesk

SEPTEMBER 8, 2020

With many agents now working from home, consider utilizing dynamic training materials in order to keep them engaged and make sure they retain all the necessary security information and procedures. Turning your coaching strategy into a game will improve training engagement.

Contact Center 71

Contact Center Gamification Coaching Personalization 71

Calabrio

MARCH 7, 2025

High turnover at contact centers poses a significant challenge for workforce management, training, and maintaining service consistency. Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Crucially, it can also be incredibly costly.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Call Design

JANUARY 20, 2022

If your contact centre also wants to increase its customer service satisfaction score, managers can coach agents to amplify customer service quality, and provide constructive feedback to improve performance. Another method of building engagement that is pivoting is gamification. The Power of Gamification.

Gamification 78

Gamification Coaching Construction Employee engagement 78

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

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

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

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Noble Systems

SEPTEMBER 20, 2019

Hone agent training and coaching. Implement gamification. Learn how a global customer support operation leveraged gamification technology to reduce costs and increase service levels, while engaging employees to help improve productivity. Enter gamification. Gamification is not just about having fun.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

COPC

MARCH 11, 2024

Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members? Training What is our first-day attendance rate for new hires? Do our learners find the training experience engaging or boring? How do we know?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Benefits Of Talent Development Initiatives Professional development and training programs create a culture of learning, which is attractive to top-performers. One of the most effective forms of training is peer learning.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Noble Systems

DECEMBER 4, 2019

Training employees when and how to ask for feedback is vital. 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.

Feedback 80

Feedback Gamification Analytics Customer centricity 80