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

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

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. Perhaps the biggest being — how to motivate, drive optimal performance and engage a remote workforce? It also provides a long-term solution for initiating and sustaining engagement.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

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

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. With such clear benefits, incorporating gamification into your performance management program is a win-win situation.

Gamification 54

Gamification Contact Center Employee engagement Call Center 54

Verint

APRIL 19, 2017

Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”

Gamification 44

Gamification Employee engagement Contact Center Customer Service 44

Fonolo

NOVEMBER 7, 2018

As we wind down the year, one exploding with news of mergers, acquisitions, emerging technologies, dying technologies, and the like, sometimes it’s good to go back to basics when the volume on industry news and trends has been turned up to dizzying, deafening degrees. Gamification. And, you know, we’re here to help. Service Levels.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Jon Arnold

MARCH 28, 2019

WFM is self-explanatory, IQ is their analytics suite, and Game is gamification. I’ve only seen this in demo form, but there’s a fair bit of AI, and I really like the gamification piece. At last week’s Enterprise Connect, customer engagement was a big theme, but many contact center providers are also talking about employee engagement.

Gamification 75

Gamification Contact Center Scripts Interactive Voice Response 75

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. The first two applications are designed to help agents and improve the employee experience (EX). Seventh place, with 22.4%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Today’s limited Virtual Employee Assistants. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Noble Systems

MARCH 30, 2020

Analyze issues and trends. They are also seeking new ways to make work more fun to relieve anxiety, keep agents engaged and motivated, and develop a strong sense of purpose and community, in order to reduce attrition – especially where agents are now working from home. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

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

Lumoa

FEBRUARY 9, 2023

Employee Engagement: Employees are aligned with the goals of the organization. Customer Service Gamification Customer service gamification is a customer experience strategy used to enhance customer engagement and customer loyalty.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Transparent BPO

AUGUST 13, 2019

Make It Easier to Do Business Reversing the trend in customer dissatisfaction demands that we make it easier for customers to do business with us. Engaged agents, on the other hand, help drive up customer satisfaction and positively impact ROI. That’s why increasing employee engagement is a big deal here at Transparent BPO.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

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

Noble Systems

SEPTEMBER 29, 2020

Gamification. The Workforce Optimization software suite from Noble includes all of the tools a contact center needs to run an efficient operation, manage employees and resources, and deliver a better customer experience – helping you gain a competitive advantage in today’s high-demand consumer landscape. WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86

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.

Call Center 85

Call Center Airlines Contact Center Self service 85

Fonolo

APRIL 5, 2022

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. Agent Engagement Will Be Critical for Contact Centers in 2022. The Manager’s Guide to Call Center Gamification. Bottom line?

Call Center 99

Call Center Contact Center Gamification Construction 99

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. It’s a field that – without a doubt – has been exclusively enabled by technology.

Call Center 48

Call Center Technology Gamification Coaching 48

Noble Systems

APRIL 21, 2020

Speech Analytics – Speech Analytics can record and analyze 100% of your calls, even examining a customer’s tone of voice, to identify insights or trends and uncover inefficiency and service issues. Real-Time Speech Analytics (RTSA) provides real-time screening, as calls are in progress, for more proactive services.

call center software 80

call center software Call Center Technology Contact center software 80

COPC

JANUARY 15, 2024

COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness. COPC employee engagement research shows approximately one in every four respondents say their leader does not have the technical skills to help them.  

Best practices 78

Best practices Employee engagement Coaching Feedback 78

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Read our article to find Steve’s 2021 predictions of emerging new trends in the Call Center industry for 2021 or listen to our discussion here! What will 2021 look like for Contact Centers?

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

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. Consider Consumer Trends.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Natalie Petouhof

FEBRUARY 28, 2016

Using these scorecard workspaces, users can visually and automatically identify answers to employee engagement questions, such as: Which employees are meeting and exceeding goals and which areas need improvement? Is the performance of employees consistent across time? How do peer comparisons map and trend?

Gamification 45

Gamification Management Analytics Metrics 45

USAN

MAY 10, 2022

Supporting Employees and Improving the Agent Experience. Following are some helpful workforce optimization strategies for improving agent engagement and the agent experience overall: 1. One emerging trend in contact center workforce management is shift bidding. Gamification. Shift Bidding. Workforce Flexibility.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

Outsource Consultants

JANUARY 9, 2025

Regular updates to training materials reflect new products, services, and customer trends. Positive Work Environment and Employee Engagement A positive work environment reduces the high turnover rates common in contact centers. Cross-training opportunities expand agent skills and keep their work engaging.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Friendly competition engages agents and motivates them to continually improve. Gamification. Gamification uses game mechanics to make training more fun.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Quiq

DECEMBER 29, 2021

Average weekly support requests are up 20% since the start of the pandemic, according to Zendesk’s Customer Experience Trends Report. Boost employee engagement with gamification. A good way to engage employees? Gamification. . Engaging employees with gamification can help increase their productivity.

Gamification 52

Gamification Chatbots Sales Surveys 52

ProProfs Blog

SEPTEMBER 17, 2021

In the next section, let’s understand the benefits of improving employee experience. What is the Need to Improve Employee Experience? Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. 31 Ways to Improve Employee Experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

DMG Consulting

JANUARY 10, 2022

Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Playvox

MARCH 21, 2024

Let’s take a deeper look at the factors that influence employee engagement and morale. Regular training programs can keep agents up-to-date with industry trends and improve their problem-solving capabilities. One fun way to provide recognition is via a gamification solution. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

NobelBiz

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. According to CXtoday , around 60 percent of contact centers believe the cloud has increased employee engagement and job satisfaction.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Noble Systems

MARCH 19, 2021

As are agent training, best practice conformance, and identifying trends to help improve processes and drive a better customer experience. Gamification is the latest player on the WEM field, and it’s quickly becoming an MVP in the employee engagement arena. Gamification takes otherwise routine tasks and makes them fun.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Balto

NOVEMBER 2, 2022

By communicating regularly with your call center employees, you’ll be able to increase employee engagement. Motivate and Engage Call Center Agents. Instead, emerging trends in the industry have been around empowerment and improving the agent experience, creating a two-way street with management.

Call Center 52

Call Center Management Gamification Average Handle Time 52

LiveChat

SEPTEMBER 21, 2018

Tip #1: Check out last year’s trends and prepare your schedule. We gather data from 21,000 companies , nearly 334 million chats , and 17 million tickets to find upcoming trends and key customer service findings. Tip #5: Turn employee engagement into customer happiness. Live chat support is no different.

Chatbots 63

Chatbots Gamification Sales Benchmark 63