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

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

Balto

SEPTEMBER 12, 2024

Key Takeaways Personalized coaching drives results: Tailor sales training to individual reps for maximum impact, as a one-size-fits-all approach can fall short. Personalize sales training and goals A one-size-fits-all approach to sales coaching rarely works. C ontact us today and get a personalized demo.

Coaching 52

Coaching Sales Gamification Call flow 52

Tethr

MAY 11, 2020

Gamification works. Be sure to give personal constructive criticism to the individual in private so they don’t feel embarrassed or attacked. Get in the habit of holding end-of-quarter dinners to celebrate the quarter’s biggest achievements and growth, and discuss the plan to perform even better over the next quarter.

Call Center 67

Call Center Morale Gamification First call resolution 67

Playvox

MARCH 12, 2024

Intrinsic vs. Extrinsic Motivators Intrinsic motivators come from within the individual, such as personal satisfaction, a sense of achievement, and the enjoyment of the work itself. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

NobelBiz

FEBRUARY 27, 2024

This enables agents to provide personalized and efficient service by having immediate access to a customer’s history, preferences, and prior interactions. AI-driven insights can also help personalize customer interactions, further improving the customer experience.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

CSM Magazine

DECEMBER 12, 2019

Coming with a natural “if/then/else” construction, decision trees make an excellent instrument helping you visualize a decision and break it in categories and components. Gamification in the Decision-Making Process. Based on the design and laws of computer video games, gamification is an advanced tool.

Gamification 52

Gamification Construction Accountability Coaching 52

DMG Consulting

JULY 26, 2018

If possible, have the lead QA person deliver this module so new agents get acquainted with them.). Encourage coaches to share positive feedback as well as constructive criticism. Use gamification to recognize and reward agents for doing a good job.

Best practices 48

Best practices Call Center Calibration Gamification 48

Blueship Call Center

OCTOBER 9, 2023

It entails bringing it up in every conversation that you, your staff, and the client have over the phone, via email, and in person. Create personal and group objectives When you have a structure in place, you can decide what your team and each member of it must do. Positive reviews are produced by positive consumer feedback.

outsourcing 81

outsourcing Call Center Customer Care Coaching 81

Monet Software

APRIL 24, 2020

QM systems in particular empower supervisors to review all forms of customer contacts—calls, emails, texts and DMs—to steer daily performance, identify opportunities for improvement and feed a continual, personalized skills development cycle for each agent. Trusting relationships can be difficult to foster at a distance.

Contact Center 62

Contact Center Management call center workforce Gamification 62

CX Journey

NOVEMBER 12, 2015

Legoland, home to the legendary construction toy, never struck me as a conference venue. I felt challenged to use personal stories more, and service tales are a great way for us insight professionals to bring to life research or analytics findings through the eyes of one customer. So, it makes sense to think about gamification here.

Gamification 63

Gamification Airlines Construction Coaching 63

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

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. The gamification software Kahoot!, Trend 1: Expansion Of Engagement Channels First, let’s get clear on synchronous channels.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Liveops

MARCH 12, 2020

They also know they don’t need to raise salaries, offer four-week sabbaticals, or construct onsite gyms to attract and keep people. . And organizations that implement it correctly have witnessed that it can be as effective—if not more—than-in person education. Another key to success in adult learning is gamification.

Education 62

Education Gamification Construction Morale 62

Balto

OCTOBER 20, 2022

Be sure to highlight where they are performing well and providing constructive feedback on areas they can improve. It’s vital that you have a point person or persons assigned with complete ownership of your call center QA process. 6) Use Gamification. Assign Quality Assurance Ownership.

Best practices 52

Best practices Call Center Gamification Coaching 52

ProProfs Blog

SEPTEMBER 17, 2021

Even when they have some shortcomings to work upon, make sure to give them constructive feedback by highlighting their strengths and weaknesses alike. This keeps them on track to achieve both – personal and organizational goals. Implement Gamified and Personalized L&D. Design Dynamic HR Processes.

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.   Engagement for Retention: Maintain engagement through consistent coaching by recognizing milestones and promoting social knowledge sharing and gamification.   Inconsistency can cause frustration and lead them to leave the company. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Balto

SEPTEMBER 26, 2024

Solution: Balance constructive criticism with positive reinforcement. Implement a recognition program that rewards high-quality interactions, or gamification features like Balto’s that allow you to set challenges and badges to motivate employees. Contact us today and get a personalized demo.

Call Center 52

Call Center Coaching Morale Calibration 52

Verint

NOVEMBER 27, 2017

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. The basics covered in that September 2016 column do still hold true. Involve the experts. Need I say more?

Surveys 32

Surveys Construction Feedback Gamification 32

Connecting the Dots

APRIL 3, 2024

Think of these five reasons as onboarding flash points that, left unchecked, can suboptimize onboarding efforts: The marketing and sales functions may be reticent to constructively share product and service limitations for fear that the sale will be jeopardized. Gamification also works well.

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