Fonolo

DECEMBER 13, 2018

Here are a few things every retail company can do to maintain a high level of customer service and ensure that the momentum gained is maintained this festive season both in-store and online. Incentivize Your Customer Service Employees. The holiday season can be a difficult time for customer service employees.

Customer Service 113

Customer Service Call Center Gamification Self service 113

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Reduce second-time calls with better FCR.

Call Center 196

Call Center Self service Gamification Contact Center 196

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

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

Fonolo

JUNE 17, 2021

That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Flex schedules can help you attract top talent, increase morale, improve productivity, and reduce turnover in call centers. A fun work environment can reduce absenteeism, improve productivity, and boost morale.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Noble Systems

OCTOBER 18, 2018

Assessing quality requires a consistent scoring and review of each agent’s interactions with customers. Continuous feedback on product knowledge, customer service skills, system usage and various efficiency measures are also important. Gamification motivates employees to stay on track. Why gamification works.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Outsource Consultants

SEPTEMBER 14, 2021

Higher customer satisfaction and higher agent morale. But the customer-agent relationship still matters. Your customers may dread long wait times or customer service hiccups — but these can be easily forgiven with a positive and helpful experience from a highly skilled agent.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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. Agent Recognition & Incentives.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Noble Systems

JULY 24, 2020

Analytics refers to the use of automatic methods to analyze contacts and gain intelligence that you can apply to improve your contact programs and customer service. GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers.

Call Center 87

Call Center Technology Gamification Morale 87

Noble Systems

OCTOBER 11, 2018

According to Deloitte Analyst Josh Bersin, some industries, including detail, customer service and hospitality, are now seeing turnover rates between 30-40%. The next group, Millennials, born between 1981 and 1996, value achievement, extreme fun, personal attention and high morals. What is Gamification?

Gamification 74

Gamification Employee engagement Call Center Morale 74

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

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

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. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

MARCH 7, 2025

Identify Key Sources of Agent Stress A Salesforce survey found that 71% of service agents in contact centers had considered quitting in the past six months and 69% considered leaving customer service entirely. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. This involves in-depth call center customer service training in both hard and soft skills (empathy, communication, problem-solving), more detailed product/service education, and process mastery. The stakes have never been higher.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calltools

MARCH 22, 2023

Allowing agents greater flexibility at work helps yield better customer service interaction. As such, happier agents can lead to happier customers, improving the overall customer experience for your contact center. 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

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

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

CSM Magazine

SEPTEMBER 9, 2022

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. Put your contact centre on the right track with a step-by-step guide to improving customer service that blends people, process and technology.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. That’s fair enough, but the almighty bottom line is also affected by customers gained and lost. Maybe it’s budget.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Outsource Consultants

JANUARY 13, 2025

At Outsource Consultants, we’ve seen firsthand how companies can thrive with distributed customer service teams. This blog post will explore effective strategies to overcome these hurdles and maximize the potential of your virtual customer support operations. Design your gamification strategy carefully.

Call Center 67

Call Center Management Gamification call center software 67

Noble Systems

APRIL 14, 2021

With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. Training and coaching to deliver the highest level of customer service. Choosing the best virtual contact center platform for your needs.

virtual call center 98

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

Tethr

MAY 11, 2020

Although platforms like Tethr can evaluate the effectiveness and quality of customer interactions and provide guideposts for managers to better coach their reps, the right leadership pursuits can foster team morale. Gamification works. Offering public praise is good for morale. Flexibility boosts productivity.

Call Center 67

Call Center Morale Gamification First call resolution 67

Outsource Consultants

JANUARY 9, 2025

Contact center operations are the backbone of customer service for many businesses. In today’s fast-paced world, optimizing these operations is essential for staying competitive and meeting customer expectations. Several key strategies can significantly enhance agent effectiveness and morale.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Fonolo

APRIL 5, 2022

They must set strong examples of teamwork, work ethic, company values, and of course: customer service. The cost of investing in the wrong leader is exorbitant– call center attrition and customer dissatisfaction are sure to increase if you do. The Manager’s Guide to Call Center Gamification. Easier said than done, right?

Call Center 99

Call Center Contact Center Gamification Construction 99

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. You cannot do one, with the other.

Morale 78

Morale Gamification Contact Center Quality management 78

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. Read this next!

Contact Center 54

Contact Center Morale outsourcing Gamification 54

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

Noble Systems

SEPTEMBER 3, 2019

In addition, you may be risking your reputation and impeding the quality of customer service, which can lead to plummeting customer satisfaction. Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Gamification.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CSM Magazine

APRIL 15, 2021

How do technologies such as the cloud, long considered an emerging part of the modern customer service experience, become increasingly vital for ‘agile resilience’? When answering these questions, always consider the customer’s perspective. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. Contact center morale is important – even more so in today’s environment.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

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

Fonolo

FEBRUARY 14, 2019

Agents are required to deal with challenging, frustrated customers, with the knowledge that the calls (and their performance) are being monitored and timed. News Careers report found that customer service representatives suffer from below-average job flexibility. What’s Inside: Gamification in the Contact Center.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Interaction Metrics

FEBRUARY 20, 2025

Foster a culture of customer-first thinking by encouraging employees to take ownership of problems and proactively find solutions. This not only boosts customer satisfaction but also enhances employee morale and engagement. Equip staff with the necessary technology to address customer issues efficiently.

Surveys 62

Surveys Benchmark Feedback Metrics 62

teleopti

APRIL 30, 2019

For example, today’s customer service departments have a powerful role to play in sharing best-practice principles with the rest of the organization. Think about infusing AI into the employee experience – consider deploying artificial intelligence methods such as Chatbots to enhance internal communication and employee morale.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

Liveops

SEPTEMBER 2, 2020

Want to improve your company’s customer service? It’s no secret that happier team members mean happier customers. Satisfied customer service professionals bring their whole selves to work, using their passion and individuality to create unforgettable interactions—the kinds that drive lasting loyalty and word-of-mouth. .

Education 62

Education Gamification Morale Call Center 62