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.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

Noble Systems

AUGUST 19, 2020

There are several enabling technologies that can help financial services firms re-imagine the way they do business to elevate both employee and customer engagement, which translates to dramatically improved retention, cost reductions and increased profits. One of these technologies is Gamification.

Gamification 98

Gamification Banking Enterprise Coaching 98

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

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 8, 2019

Improving agent retention also lowers hiring and training costs. 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.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

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?

Consulting 195

Consulting Consulting Contact Center Gamification 195

Call Design

OCTOBER 29, 2021

The pressures upon contact centres to produce high quality, fast, and engaging experiences is increasing by the day. A customer can easily identify the difference between an engaged agent and one that is not so it is important to make sure your staff have the training and skills they need to keep them motivated.

Gamification 78

Gamification Customer Service Consulting Consulting 78

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?

Gamification 79

Gamification Contact Center Coaching Quality management 79

Call Design

NOVEMBER 14, 2021

Boosting employee motivation, training effectiveness, and quality of output can all be done by an ingenious method called gamification. Gamification refers to incorporating gaming elements into the training process or other elements of a workplace to diversify and improve the agent development. Look Long-Term.

Gamification 78

Gamification Consulting Consulting Management 78

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

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

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

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

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. Improves employee morale. Sustains employee engagement.

Gamification 62

Gamification Feedback Morale Employee engagement 62

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

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

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%. But theres a clear solution: investing in employee engagement.

Coaching 64

Coaching Gamification Employee engagement Morale 64

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

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. By investing in effective coaching strategies and technology, contact centers can be cost-efficient and maximize employee engagement levels at the same time.

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

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. To do that effectively takes well-trained agents and ongoing, consistent agent training programs—from onboarding and beyond. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

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

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. Improves employee morale. Sustains employee engagement.

Gamification 47

Gamification Feedback Morale Employee engagement 47

Call Design

JANUARY 20, 2022

While managers can train agents through different methods, the absorption and willingness to learn is determined by agent engagement and motivation to learn and upskill. Since contact centre agility continues to correlate with performance directly, managers should drive engagement as a means to creating agile agents.

Gamification 78

Gamification Coaching Construction Employee engagement 78

COPC

MARCH 11, 2024

Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members? Training What is our first-day attendance rate for new hires? Do our learners find the training experience engaging or boring? How do we know?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

CSM Magazine

AUGUST 27, 2024

However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. Who benefits from gamification-based training?

Gamification 52

Gamification Customer Service Feedback Employee engagement 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?

Gamification 74

Gamification Employee engagement Call Center Morale 74

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

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day.

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. An overall commitment to employee development is the best way to cultivate top talent and all its benefits. It keeps them engaged, challenged, and continually improving. One of the most effective forms of training is peer learning.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

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

Taylor Reach Group

AUGUST 29, 2017

Employee Engagement. Leaders are Trained, Not Born. While some may take more naturally to leadership roles than others, all need training to develop the needed skills to truly connect and communicate with their people. “I By: Peg Ayers, MBA, CCXP. The Front Line. Customer Experience. Profitability. Lisa Quast.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

Noble Systems

JULY 24, 2020

GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers. A growing number of organizations are adopting Gamification in an effort to help improve employee engagement and morale, especially in the challenging collections environment.

Call Center 87

Call Center Technology Gamification Morale 87

DMG Consulting

APRIL 14, 2017

Question: We’re just getting started with gamification. Companies need to appreciate however, that there truly is behavioral science behind gamification concepts, just as there is also an art to the techniques that make the games compelling and engaging.

Gamification 48

Gamification Best practices Employee engagement Contact Center 48

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