Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Are your employees excited to come to work each and every morning? Employee engagement is one of the most challenging aspects to master in the contact center. Some of the reasons driving disengagement include pay, industry, management, and company culture.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

CCNG

MAY 27, 2021

Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Call Design

OCTOBER 29, 2021

Building engagement and improving productivity simultaneously is however no easy feat. Channel Engagement. Gamification represents one of the fastest growing methods of building engagement with 60% of agents reporting that they felt more engaged after gamification had been introduced into their training and work.

Gamification 78

Gamification Customer Service Consulting Consulting 78

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. 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.

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Gamification Contact Center Employee engagement Morale 73

TeleDirect

APRIL 7, 2025

Data handling policies Confidentiality agreements Industry-specific regulations (e.g., Product updates Policy changes Performance-based training Industry trends and best practices Best Practices for Effective Call Center Training Successful training programs are structured, engaging, and adaptable. healthcare, finance) 5.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Noble Systems

MARCH 20, 2019

To this end, the use of call center gamification represents a bona-fide breakthrough. Never has such a revolutionary approach been so badly needed, as the statistics lay out some stark truths: 71 percent of all employees are not engaged while at work and the average call center has a 26 percent attrition rate.

Gamification 75

Gamification Call Center Customer Experience Banking 75

Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement. nGUVU offers an employee engagement platform for contact centers. About nGUVU.

Gamification 72

Gamification Technology Employee engagement Engineering 72

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

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Implement Gamification Systems.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Noble Systems

AUGUST 8, 2019

At-home agents add a wealth of experience to the team along with a strong work ethic and professionalism that leads to higher levels of productivity and performance and better employee and customer satisfaction. These factors contribute to lower attrition rates in an industry fraught with high levels of turnover.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Fonolo

JUNE 22, 2021

This guide also breaks down how strong agent engagement can significantly boost revenue and overall call center metrics – two good reasons for call center managers to take their employee engagement seriously. Employee Engagement Tip #1: Invest in communication. Gamification and performance-based incentives.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Noble Systems

JULY 30, 2019

Disengaged employees aren’t as productive, leading to issues with metrics like right party contacts, first time payments, and call scores. 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 53

Gamification Automotive Coaching Morale 53

Fonolo

JUNE 17, 2021

But agent engagement isn’t just about making your employees happy. Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Work hard, play hard.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Ongoing learning opportunities keep staff updated on industry trends, best practices, and customer service techniques. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Call Center Weekly

MARCH 9, 2018

Consider facilities, open social networks, employee engagement, subject matter experts available, supportive leaders, and supportive learning technologies. A professional in the training arena for more than 25 years, Elaine has 18 years’ experience in the contact center industry.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

Noble Systems

OCTOBER 11, 2018

Industry stats on employee turnover and the actual cost to businesses are scary. According to Deloitte Analyst Josh Bersin, some industries, including detail, customer service and hospitality, are now seeing turnover rates between 30-40%. Retaining good employees is good business. What is Gamification?

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Gamification Employee engagement Call Center Morale 74

Call Design

JANUARY 20, 2022

Another method of building engagement that is pivoting is gamification. The Power of Gamification. The adoption of gamification in contact centre’s is running full throttle – because it works! This is a true testimony to the value obtained by implementing gamification.

Gamification 78

Gamification Coaching Construction Employee engagement 78

Call Design

SEPTEMBER 9, 2021

Incorporating industry best practice and key milestones is key, along with the continual updating and development of the plan to suit changing business environments and new ways of thinking. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development.

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Gamification Best practices Feedback Employee engagement 146

Noble Systems

JULY 24, 2020

With a changing economy, high unemployment, increasing competition and consolidation, massive regulatory burden, and evolving legal requirements, the collections call center industry is reacting by embracing new approaches and new technologies to improve efficiencies, boost recovery rates, and beat the competition.

Call Center 87

Call Center Technology Gamification Morale 87

Noble Systems

OCTOBER 10, 2017

Folks, when I talk about Gamification I am talking about using game mechanics to increase productivity, lower attrition, and lower absenteeism, those are just some of the areas that can be impacted. It is actually very simple; gaming gets the employees ENGAGED, especially with the millennials. How the heck will I know?

Gamification 40

Gamification Employee engagement Call Center Metrics 40

COPC

MARCH 11, 2024

Overall Employee Engagement Are we creating a welcoming environment for new hires? Gamification: Is the platform equipped with advanced gamification features to enhance motivation, engagement, and performance from preboarding through to onboarding? How can I make sure this is true? What were your first priorities?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Lumoa

FEBRUARY 9, 2023

Employee Engagement: Employees are aligned with the goals of the organization. 7 industry experts weigh in by CX thought leaders and experts, “ The Value of Customer Experience, Quantified ” by Peter Kriss for HBR. Compare your score to industry standards (by region, country, industry).

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Serenova

MARCH 31, 2020

Agents will be able work from the safety of their own homes while still handling the exponential increase in call volume happening across industries. Employee engagement has long been discussed in terms of costs associated with recruitment and retention. Gamification is another way to keep agents motivated and engaged.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Today’s limited Virtual Employee Assistants. Current VEAs, such as Personik and Wizy , focus mainly on helping employees engage with the company.

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Gamification Contact Center Agent Empowerment Self service 104

Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees. “We About DATAGAMZ.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees. “We About DATAGAMZ.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Liveops

MARCH 11, 2021

Engaging with your team on a regular and frequent basis allows you to get a pulse check on their productivity and overall sentiment. Try not to align employee happiness with employee engagement. Tools like Slack mimic real-time engagement so co-workers have the opportunity to build and nurture relationships while at work.

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Gamification Enterprise Contact Center Contact center software 118

Verint

AUGUST 17, 2017

The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Fonolo

JANUARY 31, 2023

As the industry advances, so do the methods we use to ensure our workforce is performing at its best. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Use incentives and gamification Call center training material can get pretty dry.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. Gamification applies game elements and principles in non-game settings such as work environments. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

Noble Systems

SEPTEMBER 8, 2020

Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. Your employees are used to in-person contact with managers and other team members. The contact center industry is accustomed to navigating external events that drive change.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Fonolo

APRIL 5, 2022

Despite the $330 billion market value of the global call center industry , attrition is worse for call centers than in any other field. And, agent engagement continues to be the catalyst for customer loyalty and revenue. The easiest way to boost employee engagement and retention is to invest in the right call center leader.

Call Center 99

Call Center Contact Center Gamification Construction 99

COPC

APRIL 1, 2024

At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries. Personalized Agent Training The adoption of digital gamification is a major component of this change. Personalized Agent Training The adoption of digital gamification is a major component of this change.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Fonolo

DECEMBER 13, 2022

Offering agent engagement surveys and incentives for completing them. . Step #4: Invest in Employee Engagement . Agent engagement has a direct domino effect on productivity, customer satisfaction, and your company’s profits. . 4 Practical Ways to Drive Agent Engagement. Experiment with gamification. .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Gamification is the future of employee engagement and attrition for the call center. Shai Berger.

Call Center 85

Call Center Airlines Contact Center Self service 85

Playvox

MARCH 27, 2023

Alternatively, burnout is a legitimate concern that impacts numerous people in various industries. Gartner reports that burnout has been linked to high employee turnover rates in contact centers. As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

CSM Magazine

AUGUST 27, 2024

Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams. Zippia mentions that over 60% of U.S.

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Gamification Customer Service Feedback Employee engagement 52