TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. However, these drastic measures are usually short term as they negatively affect CX and employee morale.

Call Center 196

Call Center Self service Gamification Contact Center 196

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One proven way to motivate your team is to drive engagement with gamification.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. A leadership team that thinks they’re above everyone else is a morale murderer. Allow reps to try out different areas within the contact center so they can gain expertise in all areas.

Morale 64

Morale Contact Center Gamification Scripts 64

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. billion from 2020 to 2024.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Noble Systems

OCTOBER 18, 2018

Improving contact center agent productivity can have a major impact on bottom-line results. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Calltools

MARCH 22, 2023

While hybrid contact centers gained popularity during the pandemic, it’s clear they are here to stay. Hybrid contact centers offer many benefits both for businesses and their employees. 4 Benefits of Hybrid Contact Centers Hybrid contact centers can provide benefits for your company and team members alike.

Contact Center 98

Contact Center Gamification Morale Feedback 98

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. Improves employee morale. Here are just a few.

Gamification 62

Gamification Feedback Morale Employee engagement 62

SharpenCX

FEBRUARY 6, 2018

Being a contact center agent is a tough job; it’s stressful, tiring, and often thankless. The post How To Build A Contact Center Gamification Program That Works appeared first on Sharpen Contact Center Software.

Gamification 52

Gamification Contact Center Contact center software Morale 52

Outsource Consultants

JUNE 6, 2022

So how do you keep your remote contact center agents engaged? Implement Gamification Systems. Gamification has been used in team settings to enhance training programs for a long time now. By utilizing these four tips to boost morale, your company will have set in place the building blocks for a better work environment.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout?

Contact Center 0

Contact Center Gamification Morale Technology 0

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Outsource Consultants

JANUARY 9, 2025

Contact center operations are the backbone of customer service for many businesses. At Outsource Consultants, we’ve seen firsthand how the right strategies can transform contact centers into efficient, customer-centric powerhouses.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Outsource Consultants

DECEMBER 13, 2021

What Your Contact Center Agents Want: Empowerment. Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. Agents are only as good as the training and resources at their fingertips.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Fonolo

DECEMBER 13, 2018

It is important for management to acknowledge this reality and find creative ways to recognize those working in customer service and call center roles. Managers can keep both morale and productivity high by incentivizing employees. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Customer Service 113

Customer Service Call Center Gamification Self service 113

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. But disengaged agents create challenges in a customer service center. Keep contact center agents engaged and dedicated to delivering world-class customer interactions by implementing these best practices today.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

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. Improves employee morale. Here are just a few.

Gamification 47

Gamification Feedback Morale Employee engagement 47

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. A cloud-based contact center makes the transition to a remote workforce, quick and easy. Yet Dave was able to leverage the Noble Contact Center solution to transition his agents to 100% WFH within a week!

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Artificial Intelligence-powered contact center tools. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. at Blue Ocean.

Contact Center 62

Contact Center Morale Gamification Transportation 62

Noble Systems

JULY 24, 2020

WFM tools remove the guesswork from your collections center planning by carefully balancing the demands of business activities, staff requirements, and service level expectations with efficient staffing levels – helping you improve customer service and reduce costs. Motivation impacts everything in a contact center.

Call Center 87

Call Center Technology Gamification Morale 87

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Noble Systems

SEPTEMBER 3, 2019

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Why is this so important? Agents are human. Humans have limits.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Serenova

JULY 23, 2019

Most contact center agents are initially motivated by the need to pay their bills and put food on the table, but that need can usually be met elsewhere if they don’t discover more purpose. Here’s how to keep your contact center agents motivated every day: 1. Create Variety throughout the Day.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Fonolo

APRIL 27, 2020

It’s never been more important for call center managers to support their agents. 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. When managing a team of remote call center agents, this is even more imperative.

Call Center 112

Call Center Morale Contact Center Gamification 112

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Gamification 62

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

Management 88

Management Gamification Calibration Quality management 88

Noble Systems

APRIL 14, 2021

The virtual call center has become a hot topic, as the coronavirus pandemic has moved call center teams from centralized offices to individual homes. A virtual contact center is designed to support distributed workforces. Advantages of using a virtual contact center solution versus a traditional call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. And happy employees are vital to an effective contact center.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Fonolo

APRIL 5, 2022

The cost of investing in the wrong leader is exorbitant– call center attrition and customer dissatisfaction are sure to increase if you do. How to Foster Agent Engagement in a Hybrid Contact Center. Call center agents don’t have easy jobs. Agent Engagement Will Be Critical for Contact Centers in 2022.

Call Center 99

Call Center Contact Center Gamification Construction 99

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Morale 78

Morale Gamification Contact Center Quality management 78