TechSee

JUNE 25, 2019

Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. For example, an angry customer might be routed to the customer retention team, and a happy, satisfied customer might be routed to the sales team to be pitched a new product or service. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

ProProfs Blog

SEPTEMBER 20, 2019

Having understood the importance and purpose of customer service in the business, let us dig deep to learn why it is the primary stepping stone to your business success. Improves Customer Retention Rate. When you acquire a new customer, it costs you five times more than retaining an existing one. The Technology Angle.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps businesses reduce customer service costs, improve customer satisfaction and increase customer loyalty.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. Got a customer community that’s gathering dust?

SaaS 52

SaaS Gamification B2B Metrics 52

Noble Systems

SEPTEMBER 20, 2019

Knowing how well your customer support team is performing is essential for continuous improvement. It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. Implement gamification. Enter gamification.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Noble Systems

JANUARY 14, 2019

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. Leaders are also able to identity problematic issues and address them before they begin to negatively impact the customer experience.

Contact Center 59

Contact Center Gamification Customer retention Metrics 59

Outsource Consultants

AUGUST 3, 2020

Boost Customer Satisfaction for Travel Industry ROI. Keeping customers happy is the easiest way to motivate customer retention. Whether smooth sailing or clear skies, customers appreciate a satisfying trip from start to finish. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Voice of The Customer. Gamification. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Fonolo

JANUARY 10, 2019

Businesses are nothing without their customers; so, providing excellent customer service is the key to customer retention. Outsourcing your call center activities could either improve or reduce customer satisfaction. What’s Inside: Gamification in the Contact Center. Investing in Agents.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

Fonolo

DECEMBER 6, 2022

It’s a revenue-boosting metric that sparks both agent and call center development in customer service and sales. . Other agent development KPIs you might like to track include customer satisfaction score and customer retention rate. . #4 Use incentives and gamification . 4 Create a Development Plans for Agents.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Noble Systems

FEBRUARY 14, 2019

So, in order to be truly customer-centric, you must first become employee-centric. Gamification is an enabling technology that can help. Like moving to customer-centricity, becoming an employee-centric organization often requires a top to bottom shift in culture. UNC Kenan-Flagler Business School ). Provide ongoing training.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Calabrio

APRIL 11, 2025

Contact Center Gamification : What it is: Incorporating game mechanics like points, badges, leaderboards, and challenges into the training process. Best for: Building team cohesion, sharing practical, on-the-job knowledge, reinforcing learning through teaching others. This is one of the effective call center training ideas.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills. Request a demo today to learn more!

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Noble Systems

JANUARY 14, 2019

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. Leaders are also able to identity problematic issues and address them before they begin to negatively impact the customer experience.

Contact Center 51

Contact Center Gamification Customer retention Metrics 51

OctopusTech

APRIL 29, 2022

Once you know how to convince people to come back to your business, you will constantly grow your customer base and can acquire a handful of customers every month. An effective customer retention tool is a customer success program. This will also reduce the customer churn rate and remove all the pain points. .

Gamification 62

Gamification outsourcing Customer retention Customer advocacy 62

Noble Systems

FEBRUARY 14, 2019

So, in order to be truly customer-centric, you must first become employee-centric. Gamification is an enabling technology that can help. Like moving to customer-centricity, becoming an employee-centric organization often requires a top to bottom shift in culture. UNC Kenan-Flagler Business School ). Provide ongoing training.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

ChurnZero

MAY 4, 2023

According to Higher Logic , a customer community can improve engagement rates by up to 21%. Further, two-thirds of companies (66%) with an online community say it has a positive “impact on customer retention.” Tips for building an online customer community At ChurnZero, we take pride in following our own CS advice.

SaaS 98

SaaS Gamification Best practices Feedback 98

CSM Magazine

NOVEMBER 3, 2023

Staying Ahead of the Competition: Competitor Analysis To quickly identify which areas a site needs to improve, a thorough and targeted competitor analysis strategy can go a long way toward improving individual customer satisfaction.

Gamification 52

Gamification Entertainment Analytics Customer retention 52

Calabrio

OCTOBER 15, 2019

Idaho Central lets top agents select their schedules and invite agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification and scheduling policies. Thanks to Calabrio, Blue Ridge uses accurate forecasting and proactive scheduling to ensure agents are always there for customers.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Outsource Consultants

FEBRUARY 5, 2025

Consider implementing gamification elements in training (e.g., Are you focused on lead generation , customer retention , or market research ? Gamification techniques such as leaderboards and performance incentives can improve motivation and retention. How to Choose the Right Outbound Call Center Partner 1.

outsourcing 67

outsourcing Call Center Sales Gamification 67

Noble Systems

AUGUST 1, 2019

By ignoring the signs of agent overload and just considering high attrition as a fact of life in your contact center, you are risking your reputation, and the negative impact to customer satisfaction, customer retention and bottom-line results. Gamification can motivate agents and keep them engaged, productive and happy.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Cincom

MARCH 6, 2025

Sales teams can bundle services, adjust SLAs, and ensure consistent pricing across contracts, boosting customer retention and revenue predictability. Gamification & Incentives : Introduce a gamified learning approach where sales reps earn rewards for mastering CPQ features, boosting adoption and engagement.

Automotive 40

Automotive Revenue potential CRM Sales 40

Interaction Metrics

FEBRUARY 20, 2025

Retention rate: A high NPS should ideally reflect strong customer retention. Measuring NPS alongside retention data enables companies to gauge the long-term sustainability of their customer relationships. You can also encourage your customer base to participate through gamification.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Playvox

MARCH 12, 2024

Motivated agents are more likely to be committed to their work, leading to improved productivity, higher quality interactions with customers, and ultimately greater satisfaction for both employees and customers. This, in turn, leads to higher customer retention and increased profitability for the business.

Morale 78

Morale Gamification Contact Center Quality management 78

inSided

OCTOBER 2, 2019

That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) I know what you are thinking, what has self-service got to do with increasing customer retention? at the forefront of your overall business goals.

Self service 67

Self service B2B SaaS Gamification 67

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. The gamification software Kahoot!,

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

ijgolding

NOVEMBER 23, 2018

If I am to be completely honest, Voice of the Customer (VOC) measurement is being practised so badly, many are conning themselves into believing they are doing a wonderful job in the eyes of the customer – when the reality could not be further from the truth. Gamification. Organisational silos. Lack of capability.

Banking 83

Banking Gamification Customer centricity Personalization 83

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. Customer Retention & Churn Rate. Customer Retention (CRR) and Customer Churn (CCR) rates go hand in hand. Cost Per Contact.

Metrics 78

Metrics Call Center Abandon Call Schedule adherence 78

CustomerSuccessBox

MAY 11, 2021

A SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. a mere 5% increase in customer retention could increase profits by 25-95%. . And as per the Harvard Business School report.

SaaS 52

SaaS Gamification CRM Accountability 52

Outsource Consultants

JANUARY 27, 2025

Implement gamification strategies to encourage punctuality. Average After Call Work Time After Call Work (ACW) time refers to the period agents spend completing tasks related to a call after the customer interaction has ended. To boost adherence: Ways to Boost Adherence: Use workforce management software for optimized scheduling.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Liveops

MARCH 12, 2020

In the realm of customer service, a good learning program is what fuels customer satisfaction, fast response times, high net promoter scores, and customer retention. Another key to success in adult learning is gamification. Liveops: Access a Certified Workforce On-Demand, Without the Overhead.

Education 62

Education Gamification Construction Morale 62

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. The technology that drives a successful digital-led Customer Success program. How to optimize customer retention with a comprehensive Customer Success tech stack. We use gamification in community a lot.

Gamification 98

Gamification Marketing Metrics Sales 98

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Gamification has become an almost integral part of every learning and training program.

Customer Service 40

Customer Service Gamification industry standards Metrics 40

ProProfs Blog

SEPTEMBER 17, 2021

According to the Cvent report , highly engaged employees can increase the average customer retention rate by 18%. Gamification is the method of turning work into a game wherein employees have to compete to get the job done. Create Career Maps and Long-Term Paths. Source: Prolific Living Inc.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Noble Systems

OCTOBER 17, 2019

All of this data is then available to contact center agents and others throughout the company so that customers’ questions and issues can be addressed more expeditiously. Some of the benefits of omnichannel include, improving: Customer satisfaction/experience. Customer service. Customer retention. Cost reduction.

Self service 57

Self service Gamification Contact Center Interactive Voice Response 57

CSM Magazine

AUGUST 4, 2023

These engaged customers, in turn, share their delightful experiences with friends and family, acting as brand ambassadors and attracting new customers to the coffee shop. Thus, it is essential to capitalize on review sites such as Yelp!

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

JivoChat

JULY 27, 2021

Engaging customers also starts a two-way conversation that allows you to provide better value, anticipate needs, deliver what customers want, and support them at every stage of the buying process. Improving customer retention. You can’t build a solid business that relies solely on acquiring new customers.

Gamification 52

Gamification Chatbots Sales Feedback 52