Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g., Examples include measuring defects (issues) by agent, client, vendor, and call type.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. Lightweight community software works well when focused on specific areas like social interactions, events, or forum discussions. The three stages of digital community platform evolution.

SaaS 52

SaaS Gamification B2B Metrics 52

Noble Systems

DECEMBER 4, 2019

This feedback produces Voice of the Customer (VoC) that can help your company redefine and elevate the customer experience throughout the journey which, in turn, strengthens engagement and loyalty. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

CCNG

SEPTEMBER 27, 2023

GETTING PRACTICAL Amid contact centers scrambling to utilize omnichannel while engaging employees with gamification software and IT departments driving toward AI solutions, helping the agent to find the answers quickly for customers seems to have fallen by the wayside. All this costs more money. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service CCNG 195

Call Design

JANUARY 20, 2022

If your contact centre also wants to increase its customer service satisfaction score, managers can coach agents to amplify customer service quality, and provide constructive feedback to improve performance. These forms of engagement building events are compelling and demonstrate a commitment to employees. The Power of Gamification.

Gamification 78

Gamification Coaching Construction Employee engagement 78

Liveops

MARCH 11, 2021

You need to provide them with tools to share feedback with you on their level of engagement.” – Greg Hanover . An important piece to integrate is real-time feedback. Liveops leverages a social network platform that includes gamification, events and networking among agents. . “It needs to be a two-way street.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. From that point on, I saw vast improvements in my trainees and got excellent feedback.

Call Center 182

Call Center Management Scripts Coaching 182

Interaction Metrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. Close the Loop Quickly Speed matters when addressing customer feedback. Responding to both ends of the spectrum shows customers their feedback is truly valued. Now, were here to share that knowledge with you.

Surveys 62

Surveys Benchmark Feedback Metrics 62

DMG Consulting

DECEMBER 11, 2017

Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Celebrate success – use contact center performance management, gamification and QA solutions to consistently recognize outstanding performance and keep agents motivated.

Gamification 59

Gamification Contact Center Coaching Surveys 59

CSM Magazine

JUNE 10, 2021

If contact centres can raise their profile and share this feedback with the relevant department – who then fix the issue – the entire organisation wins. The product design team tweaking their models, marketing making changes to their campaigns and logistics altering their delivery practices, all based on customer feedback.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

ProProfs Blog

APRIL 25, 2019

# Ask for Customer Feedback and Work Towards Implementing It. Make use of Net Promoter Score software to track customer trends and collect actionable feedback. Use the opinions and feedback from customers to resolve issues at the earliest. There’s no way of increasing customer retention without reducing customer churn.

Customer retention 99

Customer retention Gamification Surveys Feedback 99

Fonolo

JANUARY 31, 2023

Most people think of training as a one-time event or program, but that’s just the tip of the iceberg. Here are some key ways to integrate customer profiles into your agent training plan: Make agent feedback a priority. Use incentives and gamification Call center training material can get pretty dry.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

FEBRUARY 20, 2019

Whether a crisis is caused by a technical glitch, a disgruntled customer gone viral, or a data breach, there are several ways your call center can effectively manage these events. Listen to their feedback, respond to their concerns, and be sure to reward them for their good performance. Incorporate Social Listening. Collaborate.

Call Center 89

Call Center Management Contact Center Gamification 89

CSM Magazine

AUGUST 27, 2024

From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams. Engaging Employees Through Gamification According to NIIT, gamification has emerged as a powerful tool in customer service training, offering a fun way for employees to develop essential skills.

Gamification 52

Gamification Customer Service Feedback Employee engagement 52

ProProfs Blog

AUGUST 6, 2021

Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Advanced Feedback Analysis. Feedback Forums. Employee Feedback Software.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. When ICCU—the number-one performing credit union in the U.S.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

Monet Software

MARCH 19, 2020

After all, how do you know whether to use gamification tools or overhaul the hiring process if you haven’t first identified your barriers to workforce buy-in? Some technology solutions can enable an entire workforce to share perceptions and feedback via their preferred communications channels. Would they like more skills-building?

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Fonolo

JUNE 17, 2015

Use incentives and gamification. Most people think of training as a one-time event or program but that’s just the tip of the iceberg. cctr #training #storytelling Click To Tweet This empowers employees to make their own improvements, as well as adds an element of gamification for your most competitive agents.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Outsource Consultants

JANUARY 13, 2025

Establish backup systems and disaster recovery protocols to ensure business continuity in case of technical failures or unexpected events. This approach helps agents practice real-world scenarios and receive immediate feedback. Gamification Boosts Engagement and Motivation Gamification transforms routine tasks into engaging challenges.

Call Center 67

Call Center Management Gamification call center software 67

Serenova

JUNE 5, 2020

Single-day reoptimization makes it easier to handle unexpected events, such as absences or changes in call volume. You can help combat this by dialing up feedback with quality management tools. Continuous feedback helps remind agents that they contribute to the long-term goals of the organization. Scheduling. Monitoring.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. This doesn’t mean giving out empty praise or insincere feedback.

Morale 78

Morale Gamification Contact Center Quality management 78

Real Blue Sky

JULY 12, 2022

The days of training being a once-a-year event are long gone. This technology can teach new skills, track performance, manage coaching and feedback sessions, conduct testing and assessment, and be used to effectively communicate with colleagues around the world. Incentives and Gamification. Closing the Loop. Conclusion.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Liveops

MARCH 15, 2021

You need to provide them with tools to share feedback with you on their level of engagement.” – Greg Hanover . An important piece to integrate is real-time feedback. Liveops leverages a social network platform that includes gamification, events and networking among agents. . “It needs to be a two-way street.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

Balto

JUNE 3, 2022

Social events are one of the easiest ways to give agents a sense of community at work, but the number of contact centers that host social activities has fallen by more than 25% since 2015. Over 67% of contact centers measure engagement through periodic agent feedback surveys. Focus on Virtual Team Building.

Gamification 52

Gamification Scripts Contact Center Surveys 52

DMG Consulting

JANUARY 8, 2018

Coaching capabilities are frequently an integrated component of quality assurance (QA)/quality management (QM) solutions, which enables coaching feedback to be appended to evaluation forms and/or the recorded interaction. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

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. Be sure to ask agents for their feedback and ideas to help them stay connected and strengthen their sense of community. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

CSM Magazine

AUGUST 4, 2023

By offering exclusive rewards to loyal customers and promptly responding to their feedback, the coffee shop not only encourages repeat purchases but also fosters a sense of loyalty among its patrons. These events could include seminars, workshops, and local meetups, where attendees have the chance to network with peers and industry experts.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

Monet Software

APRIL 24, 2020

Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. Feedback mechanisms to ensure communication is a two-way street.

Contact Center 62

Contact Center Management call center workforce Gamification 62

ChurnZero

NOVEMBER 17, 2023

Introduce gamification. Organize events hosted within the community to encourage one-on-one interactions. Another benefit of integrating your community platform with a CSP is that it allows CSMs to track customer RSVPs for community-related events directly within the CSP. Co-host events with users or partners.

Gamification 52

Gamification Personalization Sales Marketing 52

JustCall

MARCH 6, 2023

This creates positive energy, which is enhanced by virtual team-building events and similar activities for agent and call center productivity. Detailed Feedback Cash and public recognition need not be the only types of incentives offered. Every employee wants to feel heard, and this is where detailed feedback mechanisms come in.

Call Center 52

Call Center Gamification Metrics Upselling 52

CX Journey

NOVEMBER 12, 2015

The point of our exercise, where much went wrong – but that is the curse of the ‘live demo’ – was to design more fun ways for customers to give feedback. So, it makes sense to think about gamification here. I’d advise other Customer Insight leaders to think of attending similar events. Plus more tools to deliver this.

Gamification 63

Gamification Airlines Construction Coaching 63

Cincom

JANUARY 31, 2025

Involve employees in decision-making and provide platforms for feedback. Use feedback to refine processes and ensure minimal disruption. From augmented reality (AR) and virtual reality (VR) tools to live-streamed events and gamification, businesses are leveraging these innovations to stand out in crowded markets.

CRM 40

CRM Analytics Automotive Technology 40

Taylor Reach Group

DECEMBER 21, 2017

As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Give Feedback! Evaluations are not meant to be a mini-performance review or a one-way street – a report card created without feedback. Give Feedback! ?

Coaching 54

Coaching Gamification Feedback Personalization 54

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Related Posts. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

CSM Magazine

SEPTEMBER 8, 2023

Consider festive seasons or unexpected global events; businesses that employ dynamic pricing can easily adjust to these shifts. Gamification is like the sprinkle of excitement atop the cake of shopping. And remember, always prioritize customer feedback. Moreover, there’s the option to offer personalized pricing.

Gamification 52

Gamification Entertainment Advertising Analytics 52

JivoChat

JULY 27, 2021

Use gamification. Gamification is a powerful way to influence customers and reward loyalty. Close the feedback loop. Always collect customer feedback, and then show customers how you have acted on it. They also want their feedback incorporated so they get more relevant, personalized experiences.

Gamification 52

Gamification Chatbots Sales Feedback 52

NobelBiz

DECEMBER 14, 2021

Customer feedback analysis Why is the ACW a must for Contact Centers? This implies that the caller’s request may be processed more quickly and easily, making it easier for the agent to summarize his feedback notes and reduce repeats. You may set up a feedback loop to guarantee that you get useful input from your agents.

Contact Center 52

Contact Center call center software Call Center CRM 52