Call Design

AUGUST 4, 2020

Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. This is where gamification can help. Contact centres can introduce gaming elements to motivate and engage staff while helping upskill and cross skill staff.

Gamification 78

Gamification Entertainment Employee engagement Customer Experience 78

Noble Systems

AUGUST 25, 2020

To address these challenges, many financial services firms are turning to Gamification. From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. Gamification can be used by banks, lenders, and other financial institutions to: 1.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Playvox

JANUARY 30, 2024

In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification?

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Gamification Contact Center Coaching Quality management 79

CX Accelerator

MARCH 28, 2018

PLAY - There are many wonderful employee engagement techniques, but one rises above the rest. Do your employees have a sense of curiosity and excitement about their work? There is undeniable science behind the "gamification" movement that deserves our attention. The number one motivator is play. Surprising right?

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Gamification Employee engagement Contact Center Self service 140

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

Call Design

FEBRUARY 19, 2025

Modern workforce optimisation tools provide real-time visibility, automation, and engagement solutions that eliminate common objections to WFH. Leaders can make data-driven decisions with the same if not more confidence they would have if employees were physically in the office.

Real estate 78

Real estate Gamification Transportation Employee engagement 78

TeleDirect

APRIL 7, 2025

Technical Training Agents must be proficient in the tools and systems they use. A: Yes, with the right tools and platforms, remote agents can receive high-quality training through virtual classrooms and simulations. Q5: How do you keep training engaging for call center staff?

Call Center 62

Call Center First call resolution Best practices Gamification 62

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.

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Gamification Call Center Contact Center Feedback 75

CCNG

APRIL 20, 2022

People want on-demand access to data and analytics tools so that individually, or in teams, they can investigate and solve problems on their own when it matters. Performance-based pay programs, to be effective, must align employee achievement to performance goals and apply impartially to others in the same role.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Monet Software

MARCH 19, 2020

It’s also great advice for call center leaders seeking to enhance employee engagement. But as contact centers grow, it can be difficult to bring new people into the fold and, over time, a once cohesive, highly engaged group can fall prey to the “blahs.”. employee engagement is exceedingly resistant to “hacks.”

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

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

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

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

AUGUST 8, 2019

Perhaps the biggest being — how to motivate, drive optimal performance and engage a remote workforce? Sustainable engagement is what is required to ensure agents remain happy, want to stay with the company, and are motivated to do more and do better. It also provides a long-term solution for initiating and sustaining engagement.

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Gamification At home agents Contact Center contact center workforce 65

Playvox

APRIL 11, 2023

By investing in effective coaching strategies and technology, contact centers can be cost-efficient and maximize employee engagement levels at the same time. Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

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

TechSee

JUNE 4, 2019

Contact center decision-makers understand that better tools are the key to improving agent performance and reducing call center training times. Gamification is an immersive, exciting experience that engages and motivates agents. Get in the game. Make the workplace fun again.

Call Center 117

Call Center Technology Gamification Coaching 117

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.

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Gamification Call Center Contact Center Coaching 52

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Call Design

SEPTEMBER 9, 2021

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand.

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Gamification Best practices Feedback Employee engagement 146

Noble Systems

JULY 24, 2020

As a direct result, numerous tools and solutions have emerged to address this issue. Self-service tools are growing in popularity and functionality. 6 Collections Tools to Improve Operations. See 6 more technology tools for collections centers in our Infographic. REAL-TIME MANAGEMENT TOOLS for Reporting & Monitoring.

Call Center 87

Call Center Technology Gamification Morale 87

COPC

MARCH 11, 2024

Have we considered current research showing that at-home employees are more satisfied than those required to go into an office? Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? Should this role be fully in-office, hybrid, or remote?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Liveops

MARCH 11, 2021

In time, you’ll learn how to shorten the time needed to bring employees up to speed. . . Measure engagement & productivity. “It You need to provide them with tools to share feedback with you on their level of engagement.” – Greg Hanover . Measuring engagement and productivity is not a one-size-fits-all model.

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Gamification Enterprise Contact Center Contact center software 118

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Gamification.

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Gamification Contact Center Agent Empowerment Self service 104

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. Reduces Employee Attrition Rate. The Technology Angle. It is Glassdoor.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. These tools prompt supervisors when performance dips below the targets set for an agent.

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Contact Center Gamification contact center solutions Finance 90

Lumoa

FEBRUARY 9, 2023

Share data and results of the customer experience analytics in an easy-to-use tool. Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Employee Engagement: Employees are aligned with the goals of the organization. Image by Retently.

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. They can be a valuable training tool when used correctly.

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Call Center Contact Center Coaching Gamification 141

Noble Systems

MARCH 30, 2020

Integrated scheduling tools are tremendously valuable in helping companies optimize agent schedules. These tools can help match availability and skill sets so that contact centers can staff the right agents at the right time and in the right capacity. All employees, including contact center agents, are now working from home.

Management 90

Management Gamification Contact Center Coaching 90

Noble Systems

SEPTEMBER 29, 2020

An effective WFO strategy can help a smaller center compete with larger groups, helping to level the playing field by using data-driven decision making to define employee and customer strategies across the organization. Gamification. Read our 101 Intro to Call Center Software to learn more about common technologies and tools.

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Management Gamification Quality management Schedule adherence 86

Playvox

FEBRUARY 20, 2024

The operations team was using spreadsheets and calendar tools for their scheduling needs. Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 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. .

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Call Center Average Handle Time Interactive Voice Response Abandon rate 135

COPC

APRIL 1, 2024

Over the past two decades, numerous strategies and tools have developed. They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

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. They recently deployed Noble Systems gamification and saw a dramatic improvement in new hires’ understanding their goals.

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Gamification Contact Center Education Call Center 61

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve your customers and help determine if they stay loyal or not.

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Employee engagement Gamification Customer Experience contact center workforce 27

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. 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

Noble Systems

APRIL 21, 2020

More than just a business phone system (also known as a PBX ) or a customer service desk tool, call center systems offer many dedicated features that are not found in other types of business communications solutions. What Is Call Center Software? Top 10 Most-Used Call Center Software Features.

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call center software Call Center Technology Contact center software 80