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.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

Fonolo

MARCH 22, 2022

One strategy employed by many companies is “gamification.” This involves guiding, reinforcing and increasing high-value activity by capturing performance data and using that data to motivate employees. Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Call Design

FEBRUARY 19, 2025

Similarly, JPMorgan Chases CEO, Jamie Dimon, has expressed concerns about the long-term productivity of remote employees. These attitudes persist despite multiple studies showing that well-structured remote teams can be just as, if not more, productive than their in-office counterparts.

Real estate 78

Real estate Gamification Transportation Employee engagement 78

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

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

CCNG

APRIL 20, 2022

Truth In Compensation Research indicates that compensation models that tie individual performance to rewards and financial incentives positively impact job satisfaction, employee engagement, organizational commitment and trust in management. Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Calabrio

FEBRUARY 26, 2025

This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality. But theres a clear solution: investing in employee engagement. Happy employees lead to happier customers.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Noble Systems

AUGUST 8, 2019

Studies indicate that the average age of at-home agents is 38 versus 23 for those working on-site. 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.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Playvox

APRIL 11, 2023

When employees feel connected to their jobs and have meaningful goals, agent performance increases. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Fonolo

JUNE 17, 2021

Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy. However, a little fun goes a long way when it comes to employee engagement.

Call Center 140

Call Center Morale Gamification Employee engagement 140

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

NICE inContact

JULY 19, 2019

So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line. Most KPIs lend themselves well to this gamification type. Agent Self-competition. Team Competition.

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Gamification Contact Center Employee engagement Call Center 54

Babelforce

FEBRUARY 24, 2022

While this may not be a realistic aim – there will always be people who struggle to engage fully – there are strategies you can implement to improve employee engagement. 9 call center employee engagement ideas. #1 1 Keep employees in the loop. Do you hold regular meetings with employees?

Employee engagement 52

Employee engagement Gamification Call Center Contact Center 52

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Noble Systems

OCTOBER 11, 2018

Retaining good employees is good business. Although there are many conditions that affect a company’s ability to effectively deal with the challenge of employee retention, it all really boils down to keeping employees engaged and tapping into their emotional intelligence. What is Gamification? How do you do that?

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Gamification Employee engagement Call Center Morale 74

Noble Systems

SEPTEMBER 19, 2017

A scary 70% of employees are just going through the motions while at work. So how is the modern-day call center tackling engagement to increase revenue? As HBR writes , when it comes to employee engagement, “Many organizations measure either the wrong things, or too many things, or don’t make the data intuitively actionable”.

Gamification 40

Gamification Call Center Employee engagement Sales 40

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Gamification.

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Contact Center Gamification Abandon rate Call Center 182

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Gamification breaks up the daily routine while promoting team collaboration.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Taylor Reach Group

AUGUST 29, 2017

Employee Engagement. Only 17% of workers strongly agree, according to a recent Gallup study. Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. By: Peg Ayers, MBA, CCXP. The Front Line. Customer Experience. Profitability.

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Gamification Contact Center Coaching Employee engagement 99

Call Design

OCTOBER 30, 2019

What contact centre managers have realised is that their investment in training and development, along with employee satisfaction and engagement, is the best investment they could ever make. According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Call Design

OCTOBER 30, 2019

What contact centre managers have realised is that their investment in training and development, along with employee satisfaction and engagement, is the best investment they could ever make. According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Noble Systems

DECEMBER 6, 2018

Employers also want to engage new employees in the corporate culture and keep the onboarding process from becoming tedious to ensure they stay with the company. Beating the odds with Gamification. According to a study by BambooHR, one-third of all new hires quit their job within the first six months.

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Gamification Contact Center Education Call Center 61

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. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Fonolo

APRIL 27, 2020

In fact, a study by The Wall Street Journal suggested that ‘a sense of belonging’ could be the differentiator for success for companies. If the thought of your employees playing games during work horrifies you, I’ve got (bad) news for you… One way of engaging remote teams is by playing games together.

Call Center 112

Call Center Morale Contact Center Gamification 112

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” Employee Engagement: Employees are aligned with the goals of the organization.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Fonolo

JANUARY 31, 2023

Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees. How to Buy Contact Center Software 6.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Serenova

JULY 23, 2019

One of the foundational elements of employee engagement is clear expectations. According to Gallup analytics , workers who strongly agree that their supervisor helps them determine performance goals are nearly eight times more likely to be engaged than those whose supervisors don’t help them set performance goals.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Playvox

FEBRUARY 2, 2022

According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. In short, you need a solid employee engagement program. You can do this with gamification to reward and recognize agents for delivering superior experiences.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Outsource Consultants

JANUARY 9, 2025

Positive Work Environment and Employee Engagement A positive work environment reduces the high turnover rates common in contact centers. Team-building activities, recognition of outstanding performance, and open communication between agents and management foster engagement.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Transparent BPO

AUGUST 13, 2019

Eighty-three percent of consumers say that they prefer human interaction over digital channels when trying to solve customer service issues, according to the Global Consumer Pulse Research study from Accenture Strategy. Engaged agents, on the other hand, help drive up customer satisfaction and positively impact ROI.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Aspect

JANUARY 21, 2019

Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. A fun environment where employees can interact with their peers : Add individual and team gamification with awards and badges.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Serenova

JULY 7, 2020

You can pair this with gamification that encourages learning. According to an MIT Sloan study , just eight months of soft skills training can yield 250% return on investment through increased productivity, better efficiency and improved employee engagement. The key to soft skills training is consistency and practice.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. The second edition, updated with case studies and additional resources, will show you how to be, “persuasive, not abrasive.”

Customer Service 78

Customer Service Gamification Consulting Consulting 78

ProProfs Blog

JUNE 30, 2020

That’s what Simon Sinek discovered when studying these leaders closely. American Express, in one of its studies, revealed that 68% of customers believe a polite customer service representative is the key to great customer service. How to Revolutionize Customer Employee Engagement with Big Data and Gamification.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128