Playvox

FEBRUARY 23, 2022

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. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching.

Call Center 196

Call Center Self service Gamification Contact Center 196

SharpenCX

FEBRUARY 6, 2018

Managers try their best to improve productivity and morale, but most of the time the incentives and programs:· Involve more work· Only benefit a small group· Distract from their jobsIn the end, agents are left with incentive programs that either [.].

Gamification 52

Gamification Contact Center Contact center software Morale 52

Outsource Consultants

DECEMBER 13, 2021

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. What Your Customers Want: Less Friction. What Your Customers Want: Less Friction. Agent Recognition & Incentives.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Outsource Consultants

SEPTEMBER 14, 2021

No matter the offering, businesses are competing against their competitors not just in price and product, but also in customer experience. Higher customer satisfaction and higher agent morale. But the customer-agent relationship still matters. Try These 3 Contact Center Strategies for Q4 Success.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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. With a spike in sales, and a spike in customer smiles, your company will be unstoppable this season.

Customer Service 113

Customer Service Call Center Gamification Self service 113

Noble Systems

JULY 24, 2020

Key among their needs are finding integrated solutions to help improve productivity, use resources more effectively, improve the customer experience, monitor performance and right-party-contacts, enhance debtor activities, preserve existing investments, and provide responsive support. 6 Collections Tools to Improve Operations.

Call Center 87

Call Center Technology Gamification Morale 87

Vonage

JULY 22, 2016

Does gamification prevent burnout? Despite a hypothesis that gamification might cause burnout by distracting employees from their job, Toister’s results proved the opposite. Agents who had gamification systems were less of a burnout risk. Advocates will argue it is a morale builder. On the board.

Contact Center 0

Contact Center Gamification Morale Technology 0

ClearAction

NOVEMBER 21, 2015

Customer Experience for the Future — Key #4: Collaboration Earns Trust. Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Are we in touch with reality? Yet these are truths. What erodes trust?

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

Calabrio

MARCH 7, 2025

Put Agent Engagement at the Core of Your Contact Center Management Strategy Communication is central to a larger point thats worth driving home: engaged agents are more likely to stayand more likely to drive excellent customer experiences. Celebrate success: Publicly acknowledge and celebrate agent achievements, both big and small.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Gamification. Episode management. A win-win with wider capabilities.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Outsource Consultants

FEBRUARY 22, 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. Their experience will help influence your entire call center operation. Quite simply, agents enjoy competing against one another and your customer experience improves.

Call Center 76

Call Center Gamification Coaching Morale 76

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Storyline: Gamification. Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. Understanding the Customer Journey: Knowing how the contact center fits into the overall customer experience.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Playvox

FEBRUARY 20, 2024

“The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate. 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

Calltools

MARCH 22, 2023

Enhanced Customer Experience Keeping your agents happier helps promote the overall customer experience. Allowing agents greater flexibility at work helps yield better customer service interaction. This simple tactic is one of the easiest ways to help enhance your customer service efforts.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. Instead of improving the customer experience, they end up frustrating customers even more. Churn rate: Are low scores signaling a potential loss of customers?

Surveys 62

Surveys Benchmark Feedback Metrics 62

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

NICE inContact

APRIL 1, 2019

Likewise, having the performance transparency and visibility of inView TM Performance Management for CXone has been a real booster for Athens’ 78 contact center agents—in motivation, in morale, in productivity and efficiency. These are the tools we need to go to the next level…to improve our customer experience,” Dora says.

Gamification 55

Gamification Morale Interactive Voice Response Contact Center 55

Fonolo

APRIL 5, 2022

Customer experience managers agree that patience is one of the most vital soft skills that surpasses even technical knowledge in importance. The Manager’s Guide to Call Center Gamification. Conducting performance evaluations and providing feedback to agents. Building up performance metrics; delivering KPI reports.

Call Center 99

Call Center Contact Center Gamification Construction 99

BlueOcean

DECEMBER 16, 2019

A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. Likewise, tweaks to your outbound process might be helpful, with regular customers needing reminders or preparation regarding standing orders, delivering timing, and more. Get Creative and Reward Team Achievements.

Contact Center 62

Contact Center Morale Gamification Transportation 62

Outsource Consultants

JANUARY 9, 2025

This post will explore key tactics to enhance your contact center’s performance, from leveraging cutting-edge technology to boosting agent satisfaction and elevating the customer experience. The integration of these channels into a unified platform is essential for a consistent and seamless customer experience.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Outsource Consultants

JANUARY 13, 2025

For instance, focusing solely on AHT might lead to rushed customer interactions. Gamification Boosts Engagement and Motivation Gamification transforms routine tasks into engaging challenges. Design your gamification strategy carefully. Use virtual team spaces to share success stories and customer compliments.

Call Center 67

Call Center Management Gamification call center software 67

BlueOcean

DECEMBER 17, 2018

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. Giving your teams a creative mission to embrace may help combat a low morale.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Fonolo

OCTOBER 3, 2018

As much as we’d like to have faith in humanity, and customers are entitled to feeling frustrated when ignored or delayed, call centers grapple with constant inappropriate and abusive calls on a daily basis. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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. Afterall, contact center agents have a huge impact on customer experience, satisfaction and loyalty.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CSM Magazine

APRIL 15, 2021

When answering these questions, always consider the customer’s perspective. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story. Like anything, there are right ways and wrong ways to implement and maintain a successful gamification strategy. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

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

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Gamification 62

Fonolo

FEBRUARY 14, 2019

What’s Inside: Gamification in the Contact Center. By hiring the right people and engaging agents in meaningful ways, contact centers can increase call center agent retention, reduce hiring and training costs, and improve call center profitability. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

CSM Magazine

SEPTEMBER 9, 2022

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Customer service is now a key differentiator in the eyes of consumers and companies alike. About the Author.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

CSM Magazine

AUGUST 5, 2021

Agent involvement is vital, so discuss ideas for new metrics and the types of gamification techniques people prefer during weekly virtual huddles. Allow employees flexibility, by way of agent-driven self-scheduling, to increase morale and decrease attrition. For more ideas and inspiration, visit www.calabrio.com. About Calabrio.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Liveops

SEPTEMBER 2, 2020

This laissez-faire approach to education has detrimental effects on worker morale, particularly in the early days of a position. Another key to success in adult learning is gamification. Liveops has more than 20 years of experience in creating, executing, and innovating distance learning programs. Learn more.

Education 62

Education Gamification Morale Call Center 62

Balto

SEPTEMBER 26, 2024

Addressing common problems in call centers, such as high agent turnover, inconsistent customer experiences, and compliance risks, requires a robust quality assurance program to monitor, evaluate, and solve these issues efficiently. Stay flexible, keep learning, and always prioritize the customer experience in your QA efforts.

Call Center 52

Call Center Coaching Morale Calibration 52

NICE inContact

JANUARY 24, 2017

A little celebrating can go a long way for employee morale, and let’s be serious – who doesn’t like a little party? As with all contact center gamification , make sure you are driving the right behaviors, that all agents have an opportunity to win, and that guidelines are clear. Build Excitement for Go-Live.

Call Center 55

Call Center Technology Contact Center Gamification 55

Playvox

MARCH 12, 2023

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. As a customer service center leader, improving the efficiency of your customer service center is always the top priority.

Contact Center 52

Contact Center Gamification Metrics Quality management 52