Call Design

OCTOBER 30, 2019

On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite). Here are 3 of the best ways gamification is used to drive agent engagement in contact centres.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Call Design

OCTOBER 30, 2019

On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite). Here are 3 of the best ways gamification is used to drive agent engagement in contact centres.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

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. This feedback can highlight specific areas where agents excel or need improvement. Use this feedback to make informed improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Calabrio

AUGUST 7, 2019

ICCU invites agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification, scheduling policies, new program rollouts, etc. The credit union has constructed a new building to house a state-of-the-art contact center and IT operations.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

Fonolo

APRIL 5, 2022

Conducting performance evaluations and providing feedback to agents. The Manager’s Guide to Call Center Gamification. A call center leader should deliver encouragement and constructive criticism in a way that helps the agent grow. Building up performance metrics; delivering KPI reports. Change management.

Call Center 99

Call Center Contact Center Gamification Construction 99

Balto

SEPTEMBER 12, 2024

Have regular one-on-ones to hold reps accountable, celebrate progress, offer constructive feedback, and keep them motivated. Coupled with real-time data reporting, managers can easily provide timely feedback. Sales leaders can also listen in on calls in real-time and provide immediate feedback.

Coaching 52

Coaching Sales Gamification Call flow 52

Blueship Call Center

OCTOBER 9, 2023

These steps, such as putting a quality assurance policy into place and seeking out candid client feedback, can assist in creating a smooth customer journey from the prospect stage through the post-sale stage. Positive reviews are produced by positive consumer feedback.

outsourcing 81

outsourcing Call Center Customer Care Coaching 81

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. This doesn’t mean giving out empty praise or insincere feedback.

Morale 78

Morale Gamification Contact Center Quality management 78

DMG Consulting

JULY 26, 2018

If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

Best practices 48

Best practices Call Center Calibration Gamification 48

Outsource Consultants

JANUARY 27, 2025

Four key metrics provide a comprehensive view of agent effectiveness: Quality Assurance Score, Adherence to Schedule, Average After Call Work Time, and Customer Feedback Ratings. To improve QA scores: How to Improve QA Scores: Implement regular coaching sessions with constructive feedback.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

NICE inContact

AUGUST 1, 2017

Additionally, think about the last time you provided verbal feedback about lagging performance. In engaging with others, psychologists suggest striving for the 5:1 rule – try to provide five instances of positive or neutral feedback for every negative instance. If you are like most of us, the latter probably outweighs the former.

Coaching 49

Coaching Contact Center Construction Gamification 49

ProProfs Blog

SEPTEMBER 17, 2021

Benefit surveys are a great way to collect feedback from your employees. Take Action on Employee Feedback. But are you taking timely action on the feedback? When employees see that their voice is being heard and their feedback is being implemented, they feel more inclined to share their opinion in the future.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

COPC

JANUARY 15, 2024

By providing feedback and constructive criticism, staff productivity and performance will improve.   The impact is evident: staff who receive regular, structured feedback have 73% satisfaction, compared to 49% satisfaction among those who do not. Enhance training to improve knowledge retention .  Set clear and achievable goals.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

USAN

JUNE 14, 2022

The biggest issue with this kind of contained feedback loop is that it doesn’t always consider the agent’s perspective. Instead of being judged for a reflexive action, the agent is nudged toward positive solutions in a way that feels constructive, not critical. Experiment with gamification.

Contact Center 52

Contact Center Gamification Construction Technology 52

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc. Assess Team is an easy-to-use tool for getting clear and constructive feedback.

Management 59

Management Gamification Analytics Enterprise 59

Monet Software

APRIL 24, 2020

Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered. If an agent feels threatened or disconnected, constructive critique can come across as harsh criticism. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades.

Contact Center 62

Contact Center Management call center workforce Gamification 62

Playvox

APRIL 27, 2023

Listen to feedback about what’s working and isn’t across the team and demonstrate that you’re taking action to address issues. Gamification can contribute to a better agent experience by breaking up the daily routine while promoting collaboration and a deeper sense of community within the team. The gamification software Kahoot!,

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

CX Journey

NOVEMBER 12, 2015

Legoland, home to the legendary construction toy, never struck me as a conference venue. The point of our exercise, where much went wrong – but that is the curse of the ‘live demo’ – was to design more fun ways for customers to give feedback. So, it makes sense to think about gamification here. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

Balto

OCTOBER 20, 2022

Give Regular and Consistent Feedback. Be sure to highlight where they are performing well and providing constructive feedback on areas they can improve. Instead of just having the managerial team come up with the quality assurance checklists, be sure to also solicit the feedback of your call center agents.

Best practices 52

Best practices Call Center Gamification Coaching 52

Balto

SEPTEMBER 26, 2024

Regular reviews ensure that quality benchmarks are being met and provide valuable feedback for continuous improvement in customer interactions. In the early days, quality assurance was often an afterthought, with supervisors randomly listening in on calls and providing sporadic feedback.

Call Center 52

Call Center Coaching Morale Calibration 52

JustCall

MARCH 9, 2023

Always Provide Customized and Relevant Feedback Perhaps the most important strategy of them all you need to set up a constructive feedback mechanism in place. If the goal is unattainable, it might dampen your agent’s motivation and set them for failure. What Are the Must-Have Skills for a Good Call Center Trainer?

Call Center 52

Call Center call center software Construction Best practices 52

Verint

NOVEMBER 27, 2017

Here are tips on how to keep your feedback requests relevant and built for optimal response rates. As times change and customer preferences evolve, so do the dos and don’ts of constructing effective surveys. The trend toward using more photos, graphics and gamification techniques is a good one, but proceed carefully.

Surveys 32

Surveys Construction Feedback Gamification 32

Vistio

JUNE 29, 2021

It can be done using gamification. And to my mind, the only way things are going to get better is if people on the front lines are vocal and that they come to the table with constructive ideas and constructive ways of improving solutions. They want the feedback. So, it’s important to bring this to the forefront.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Connecting the Dots

APRIL 3, 2024

when customers change, upgrade, or acquire new offerings; when customers are inherited as part of a merger or acquisition; when customer turnover at a B2B complex results in new users or buyers; when voice of the customer feedback suggests that selected aspects of the experience are creating unusually high levels of complaints).

Education 62

Education B2B Sales Surveys 62

Balto

APRIL 20, 2023

The least pressured industries were Home Improvement, Construction, and Retail. Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. The most pressured industries were Transportation, Travel & Hospitality, Collections, Insurance, and Financial Services.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52