TeamSupport

MAY 17, 2019

If you’ve ever worked in or been a part of the customer support industry, you’ve likely seen or directly experienced “contents” or “games” like the scenarios listed above. In the high-touch, high-value, and relationship oriented B2B (business-to-business) industry, these gamification tactics simply aren’t a good idea.

Gamification 49

Gamification B2B Customer Support B2C 49

ShepHyken

DECEMBER 5, 2022

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. Seven Ways to Fix the Root Causes of Customer Experience Complaints by Elaine Roche.

Customer Service 193

Customer Service Gamification Customer Support Customer centricity 193

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start? A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Nicereply

NOVEMBER 21, 2019

by Gabriel Holota, who works there as a Customer Support Manager. We stumbled upon it when talking with Gabriel and thought it might be of interest to the rest of our readers and customers. They were about various examples of gamification that can be used to motivate and compensate your team. 7% increase in score.

Gamification 75

Gamification Surveys Feedback Customer Support 75

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

TechSee

SEPTEMBER 29, 2020

A recent study on this topic found that customer satisfaction (CSAT) ratings are 35-45% lower for customers who must make a second call about the same issue. Investment in artificial intelligence (AI) has been a key focus of customer service departments across almost every industry over the past decade.

Call Center 196

Call Center Self service Gamification Contact Center 196

ShepHyken

NOVEMBER 29, 2019

By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . CRM tools are increasingly incorporating social media into their customer support modules. Combine offline content and functionalities and the customer experience increases manifold.

Technology 274

Technology Customer Experience Complaint resolution Gamification 274

TeleDirect

MARCH 13, 2025

A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated. Q5: Should training programs be customized for different call center roles? A: Yes, customer support, sales, and technical support agents require different skill sets and tailored training modules.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Fonolo

FEBRUARY 16, 2021

2021 will see more and better agent performance monitoring technology designed to lean on positive gamification concepts instead of relying on draconian intensive monitoring. Gig economies only work if the task being ‘gigged’ is simple enough to be completed by anyone, with some support from an app.

Call Center 134

Call Center Technology Gamification Contact Center 134

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. How a CSAT survey can look like. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Noble Systems

SEPTEMBER 20, 2019

How well are your customers being served by your call center service and support center? Are your agents delivering the best possible experience when customers engage with your business? Knowing how well your customer support team is performing is essential for continuous improvement. Implement gamification.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

TechSee

JUNE 25, 2019

Customers signals – such as clicks, views and purchases – are translated into predictions that deliver value-added personalization before customers even request it. Predictive solutions combine customer data with AI to determine intent and select the right next step to deliver the relevant customer support.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

NOVEMBER 22, 2022

Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more. The Manager’s Guide to Call Center Gamification. Who Should Take Call Center Management Courses?

Call Center 147

Call Center Management Benchmark Contact Center 147

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

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. Lastly, Nicereply allows you to measure CSAT, CES, and NPS which are essential metrics to monitor in customer support. Customer service doesn’t have to be tedious and repetitive.

Gamification 90

Gamification Surveys B2C Feedback 90

Fonolo

NOVEMBER 23, 2021

According to our most recent trends report , customer service expectations are at an all-time high — that means customer support must catch up through effective call center training. That means making training more interactive and potentially using gamification tactics in your program. Use a buddy system. .

Call Center 148

Call Center Abandon rate Gamification Education 148

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 have the liberty to spend up to $2000 per guest per day.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

ChurnZero

MARCH 7, 2025

Within your wider company, a successful customer community with self-serve resources and peer learning will add value in three main areas: 1: Customer experience: communities can enhance onboarding, drive retention, and provide customer training. Integrations are key to creating a 360 view of your customers.

SaaS 52

SaaS Gamification B2B Metrics 52

Playvox

FEBRUARY 13, 2024

Re-examine Your KPIs For better results, choose KPIs that align with your customer support center’s goals. Are you trying to boost customer sentiment ? Do you want to improve overall customer experience? Gamification breaks up the daily routine while promoting team collaboration.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ProProfs Blog

SEPTEMBER 9, 2020

Give Meaning by Supporting Social Initiatives. 4. Leverage Gamification. 5. This emotional incentive also boosts customer commitment and retention in the long-run. Leverage Gamification. Don’t forget to leverage gamification and support social initiatives to stand out from other brands.

Gamification 144

Gamification Customer retention Metrics Sales 144

Fonolo

APRIL 27, 2021

As an alternative to outsourcing, try reinvesting in your existing staff with a refresher on customer service technologies and processes, and incorporating gamification as part of that process. Or, you could source training organizations like CSPN to provide support.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Playvox

MARCH 27, 2023

These 10 strategies will help you boost productivity, improve operational efficiency , and enhance customer engagement, so you can achieve your goals and promote growth. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Fonolo

MAY 17, 2017

With a 360° view of the customer lifecycle, agents have access to a customer’s purchase history and have the ability to document interactions for future inquires. Having a track record of the customer can help customer support agents resolve issues more efficiently, freeing up their time to service other clients.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Fonolo

JANUARY 10, 2019

The customer service department is a core element of CX, helping to form brand perception and determine overall business success. It’s simply not possible for a company to operate without having an efficient customer support department. What’s Inside: Gamification in the Contact Center. Investing in Agents.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

Fonolo

JANUARY 31, 2023

Regular training sessions can also help sharpen both soft and hard skills, which makes for better overall customer support. Use incentives and gamification Call center training material can get pretty dry. Add a few gamification elements and your call center will be singing. How to Buy Contact Center Software 6.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Momentum Telecom

DECEMBER 15, 2024

Persona Mapping: Use the POC phase to map user personas, which helps identify specific needs for roles such as executives, customer support agents, and IT administrators. Bonus Tip: Make adoption fun with gamification and swag Adoption isnt a one-size-fits-all outcome. Your success will largely depend on your user base.

Gamification 72

Gamification Enterprise Metrics Feedback 72

Outsource Consultants

JANUARY 13, 2025

This blog post will explore effective strategies to overcome these hurdles and maximize the potential of your virtual customer support operations. When selecting a cloud-based solution, consider factors like ease of use, integration capabilities with your existing systems, and the level of customer support provided.

Call Center 67

Call Center Management Gamification call center software 67

Fonolo

FEBRUARY 2, 2021

Consumers already expect to be able to move between channels at different points on their customer journey. And as companies look for ways to match increasing call volume with decreasing resources, omnichannel stations that allow customer support reps to move across channels will become increasingly popular.

Contact Center 91

Contact Center Technology Call Center Gamification 91

CSM Magazine

NOVEMBER 3, 2023

In today’s hyper-competitive and ever-evolving online sports betting industry, it has never been more important for platforms to provide the best customer support services possible. Losing customers in this way can severely damage a site’s delicate reputation.

Gamification 52

Gamification Entertainment Analytics Customer retention 52

Fonolo

OCTOBER 3, 2018

That’s fair enough, but the almighty bottom line is also affected by customers gained and lost. Along with sub-par products, poor customer service and slow or unresponsive customer support can spell the end of a customer’s journey with your brand. No Money, Honey. Contact centers are expensive, it’s true.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

ProProfs Blog

APRIL 25, 2019

. # Build a Customer Loyalty Program. Nothing makes customers stay more than providing them with additional value. This can be done through the channels of customer loyalty or rewards. Loyalty bonuses, gamification, user-generated content are simple but effective tools you can use to increase customer retention.

Customer retention 99

Customer retention Gamification Surveys Feedback 99

Fonolo

APRIL 27, 2020

And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries. Many teams thrive off healthy competition, there are plenty of ways to bring some gamification back into the virtual workplace. But the pandemic has forced a transition to remote working virtually overnight.

Call Center 112

Call Center Morale Contact Center Gamification 112

Playvox

NOVEMBER 15, 2022

Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before. Engaging and empowering customer support center agents is as important as ever, so allow them to handle things themselves when they need to request annual leave or shift swaps.

Management 86

Management Schedule adherence Coaching Contact Center 86

DMG Consulting

AUGUST 17, 2017

Gamification. Another great match for Millennials—for whom gamification’s instant recognition and gratification are big pluses—and Baby Boomers are fans as well. It’s better than before, and more vendors are delivering these capabilities. It’s less a game changer than a cost-effective add-on that is easy to implement.

Contact Center 69

Contact Center Technology Big data Gamification 69

Quiq

DECEMBER 29, 2021

You’re heading into this stage with knowledge in hand and an opportunity to leverage the right tools to delight your customers. Boost employee engagement with gamification. Did you think we were going to start with customer tactics? Gamification. . Engaging employees with gamification can help increase their productivity.

Gamification 52

Gamification Chatbots Sales Surveys 52