TeleDirect

MARCH 13, 2025

Implement refresher courses for agents to improve their skills over time. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated. Practice using empathetic language like “I understand how frustrating this must be.” Q3: How can we make training sessions more engaging?

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Noble Systems

JULY 30, 2019

That’s why one BPO turned to Noble Gamification — to bring a new sense of motivation to debt collectors and improve business results. 3 Benefits of Debt Collection Gamification. Gamification creates friendly competition within the BPO organization to motivate collectors without pushing them to turn toward unjust practices.

Gamification 53

Gamification Automotive Coaching Morale 53

Aspect

OCTOBER 23, 2018

Of course some time slots will be less desirable for agents to work like holidays or meal hours. This could be merit increment for gamification, different pay rate, or other special incentive. Reward a group or groups(s) with early access as part of gamification strategy. Consider offering incentives for working these blocks.

Gamification 113

Gamification Contact Center Management Technology 113

Call Design

MAY 24, 2022

Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 78

Gamification Coaching Enterprise Feedback 78

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. E-learning and Online Call Center Training Courses E-learning is a great way to complement practical and in-house call center training.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Call Center Weekly

MARCH 9, 2018

This is a basic needs analysis conducted on a wider scale than just a single course or single program. Of course, we work in contact centers, so we are never done with an action plan. She is a Certified Professional in Learning and Performance (CPLP) and holds a Master (Level 3) Gamification Certification from Sententia.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

Fonolo

NOVEMBER 23, 2021

Is there a way to make the training courses more interactive? That means making training more interactive and potentially using gamification tactics in your program. In fact, it has a lot more to do with the way the information is delivered. Ask yourself: Is the information presented in a way that will appeal to our agents?

Call Center 148

Call Center Abandon rate Gamification Education 148

Fonolo

DECEMBER 6, 2022

This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . Of course, this could be caused by market drivers and staffing issues, too. . Use incentives and gamification .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Noble Systems

AUGUST 4, 2020

WFM allows you to quickly adjust forecasts for new contact patterns, so you can schedule the right resources to ensure proper staffing and reduce intraday adjustments. • Track, Analyze and Reward Collector Behavior with Speech Analytics and Gamification .

Gamification 86

Gamification Analytics Contact Center Coaching 86

Noble Systems

JUNE 18, 2019

Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 72

Gamification Feedback Coaching Enterprise 72

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System.

Gamification 40

Gamification Call Center Management Coaching 40

Cincom

FEBRUARY 21, 2025

5- Ongoing Coaching and Refresher Courses CPQ systems evolve over time with new features, updates, and business rule changes. Continuous learning through periodic coaching sessions, webinars, and refresher courses ensures that users stay up to date.

Sales 40

Sales Gamification Finance Best practices 40

Nicereply

APRIL 7, 2020

Additionally, you can, of course, edit the survey content so that you can ask the right questions about your customer service. These features include but are not limited to a built-in call center, automation rules, gamification, reporting and analysis tools, native live chat widget widgets with proactive chat invitations, and much more.

Gamification 90

Gamification Surveys B2C Feedback 90

CSM Magazine

JUNE 10, 2021

Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Of course, start by leading the way, but then show the value of working together and engage in meaningful conversations. So how can the contact centre capture their attention?

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Calabrio

MARCH 7, 2025

Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. Of course, ease-of-use and automation are only the half of it. Celebrate success: Publicly acknowledge and celebrate agent achievements, both big and small. Why make their jobs harder than they need to be?

Call Center 52

Call Center Benchmark Gamification Contact Center 52

TechSee

DECEMBER 16, 2021

Providing agents with refresher courses on contact center compliance and security can better prepare them to secure their networks and avoid any breaches. There is a significant need for this as Microsoft estimates that only 11% of enterprise cloud users have implemented MFA.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

DECEMBER 13, 2022

Of course, these plans should be tailored to specific agents. Attainable: 37% to 55% isn’t unrealistic over the course of a few months, especially with expedited training and job shadowing. . Experiment with gamification. . Now, you have timelines and KPIs — but how do you go about meeting those goals? Job shadowing .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Serenova

MARCH 31, 2020

Real-time, immediate and personalized course corrections build a skilled contact center team that can deliver a better customer experience, no matter where they are located—and despite a global crisis. Gamification is another way to keep agents motivated and engaged. Mitigating the Toll Isolation Takes on Health.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Fonolo

JUNE 17, 2015

Use incentives and gamification. 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. There are various online courses that agents and managers can take to bolster their knowledge. Use incentives and gamification.

Call Center 96

Call Center Gamification Coaching Contact Center 96

ProProfs Blog

SEPTEMBER 20, 2019

The brand drives customer retention using two elements – referral programs and gamification. The brand has also introduced a gamification element that shows how far your friend or acquaintance has reached in the buying experience. The Technology Angle. They should be able to find and share information amongst themselves. .

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

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

Integra

MARCH 27, 2020

The key here is the technique the HR teams are implementing more often than not , Gamification; allowing agents to play along and versus each other while performing their daily duties. . Of course this is not a step you take lightly, you have to carefully measure the time and cost implementing a plan like this takes. .

Gamification 93

Gamification voip Contact center software Contact Center 93

JivoChat

MARCH 12, 2023

3 - More fun In addition, many learning resources use gamification as a major and effective learning method. Leading education platforms use gamification elements to enhance the efficiency of learning. 4 - Accessibility Not all students can access or afford traditional classroom-based education courses and sessions.

Education 75

Education Technology Gamification Entertainment 75

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Strategic Contact

NOVEMBER 2, 2016

And, of course, I like to check out the latest vendor offerings. I just returned from Dallas where I mingled with new and old friends at ICMI’s Contact Center Demo & Conference. I relish interacting with contact center professionals during the half-day and one-hour seminars that I teach. Read More »

Gamification 48

Gamification Contact Center Technology 48

Calabrio

APRIL 11, 2025

E-Learning & Microlearning Modules: What it is: Online courses, videos, and short, focused learning modules (microlearning) that agents can access on demand. Contact Center Gamification : What it is: Incorporating game mechanics like points, badges, leaderboards, and challenges into the training process.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Fonolo

APRIL 5, 2022

They must set strong examples of teamwork, work ethic, company values, and of course: customer service. The Manager’s Guide to Call Center Gamification. Of course, each agent will have unique needs and styles, so leaders should be flexible in their delivery for best results. Easier said than done, right? Change management.

Call Center 99

Call Center Contact Center Gamification Construction 99

CSM Magazine

JULY 18, 2024

Technology has enabled availability of online courses where employees can learn new skills that can boost their productivity. Organisation can implement this strategy by paying for employee to undertake this online courses.

Technology 52

Technology Gamification Management 52

Serenova

JULY 7, 2020

Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

CSM Magazine

DECEMBER 12, 2019

Each answer then leads to decision trees and courses of action, creating a map that helps you get closer to your goal. Gamification in the Decision-Making Process. Experts agree that leaders can align each action’s immediate return with the value of its long-term consequences through gamification.

Gamification 52

Gamification Construction Accountability Coaching 52

NobelBiz

MAY 9, 2023

– Brad Butler, Contact Center Software Consultant @ NobelBiz Key Best Practices for Dialer Software Optimization Of course, every business is different and true optimization will factor in the specific elements of each and every campaign. Use these metrics to assess their performance and identify areas for improvement.

Best practices 98

Best practices Call Center Gamification Contact center software 98

UJET

NOVEMBER 3, 2020

Instead of just relying on text and videos to train your agents, AI empowers you to offer gamification training—or interactive, game-style training courses. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Gamification. Gamification uses game mechanics to make training more fun. Gamification makes work more fun, motivates agents and keeps them engaged, productive and happy.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CrazyCall

JANUARY 21, 2019

He has to travel long distances, have meetings in fancy restaurants, and invite prominent prospects to golf courses. Gamification is one of the methods that sales coaches and sales executives use in order to motivate their peers to hit better results. You can also apply gamification to everyday work. Use the right tools.

Telemarketing 87

Telemarketing Sales Scripts Gamification 87

Fonolo

APRIL 27, 2020

Many teams thrive off healthy competition, there are plenty of ways to bring some gamification back into the virtual workplace. games over Zoom (and some cold beverages, of course!). Team building exercises and social opportunities are an integral part of forming a great company culture. remotework #cctr #management Click To Tweet.

Call Center 112

Call Center Morale Contact Center Gamification 112

Aspect

SEPTEMBER 21, 2018

Coaching sessions should be mandatory and based on a predefined number over the course of a month. Supervisors need to make a concerted effort to reach out a number of times over the course of a month – Don’t think Bob the good performer doesn’t need coaching or the connection. Define Call Monitoring and Speech Analytics metrics.

At home agents 78

At home agents Coaching Gamification Metrics 78