CSM Magazine

APRIL 18, 2025

Soft2Bet, an industry leader in iGaming, has proven time and again that the key to thriving is a relentless commitment to customer satisfaction. What makes Soft2Bet particularly impressive is how they move beyond industry trends and buzzwords. This proprietary engine takes gamification beyond points and badges.

Customer centricity 52

Customer centricity Gamification Engineering Finance 52

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Some of the reasons driving disengagement include pay, industry, management, and company culture. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

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%.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Noble Systems

AUGUST 8, 2019

These factors contribute to lower attrition rates in an industry fraught with high levels of turnover. Gamification , which uses game mechanics such as points, badges, leaderboards, rewards and recognition, is an enabling technology that has gained popularity in recent years in contact centers. Not the case with gamification.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

TeleDirect

MARCH 13, 2025

Provide feedback to improve communication skills and response times. Provide constructive feedback on areas for improvement. A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended. Focus on handling difficult calls and de-escalation techniques.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Noble Systems

JANUARY 21, 2019

By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time. Gamification uses game mechanics to encourage desired behaviors. Improving & Sustaining Sales Effectiveness. Develop, Coach, Onboard, Motivate.

Gamification 61

Gamification Sales Contact Center CRM 61

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Feedback can be collected regularly from staff; agents are well placed to highlight any roadblocks or barriers to success.

Call Center 196

Call Center Self service Gamification Contact Center 196

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. The contact center industry is rapidly evolving – whether you’re in the fleet space like Donlen or something else – with a variety of macro trends…”. Steve Bufton. DonlenFleet.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Noble Systems

JANUARY 15, 2019

To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. Defining the key performance indicators (KPIs) in each of these areas will help you determine what to reward through gamification. Payment Disclosure.

Gamification 60

Gamification Customer centricity Contact Center Average Handle Time 60

Noble Systems

OCTOBER 18, 2018

Continuous feedback on product knowledge, customer service skills, system usage and various efficiency measures are also important. Measurement of schedule adherence is important, and ongoing feedback to agents is essential to improving productivity. Gamification motivates employees to stay on track. Why gamification works.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

delighted

APRIL 27, 2021

For many product managers, customer feedback is the key to making a product successful. The most valuable product feedback comes from clear questions, carefully structured scenarios, and making the most of your time with the customer. Adding a survey into the product itself allows for feedback when the product is top of mind.

Feedback 98

Feedback Surveys Management Advertising 98

Outsource Consultants

JUNE 6, 2022

Implement Gamification Systems. Anyone who’s ever taken a quick evening walk to “hit their steps” or took a few moments to practice French after their Duolingo app reminded them they were in danger of losing their streak knows that gamification can be highly effective. Get Feedback. A recent study showed that 80 percent of U.S.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Noble Systems

JANUARY 21, 2019

By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time. Gamification uses game mechanics to encourage desired behaviors. Improving & Sustaining Sales Effectiveness. Develop, Coach, Onboard, Motivate.

Gamification 52

Gamification Sales Contact Center CRM 52

ShepHyken

FEBRUARY 18, 2024

How to Become One of the Top Customer Satisfaction Companies by John Dijulius (John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States. Seriously, there are good tips.

Customer Service 172

Customer Service Gamification Customer retention Customer Experience 172

Calabrio

MARCH 7, 2025

What exactly does it mean, how is it measured, and what are the current industry trends? By calculating the rates of agent turnover and attrition, you can not only understand changes in your workforce composition over time but also compare your trends to others across the industry. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Call Design

SEPTEMBER 9, 2021

Incorporating industry best practice and key milestones is key, along with the continual updating and development of the plan to suit changing business environments and new ways of thinking. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

JustCall

MARCH 9, 2023

The impact of sales gamification is much lar ger than you think. Gamification is being embraced by more than 70% of organizations belonging to the Global 2000 list of companies. Gamification is known to enhance loyalty, customer engagement, and motivation. The need of the hour? Let’s get going. How does this help?

Gamification 52

Gamification Sales Morale CRM 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

Noble Systems

JANUARY 15, 2019

To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. Defining the key performance indicators (KPIs) in each of these areas will help you determine what to reward through gamification. Payment Disclosure.

Gamification 52

Gamification Customer centricity Contact Center Average Handle Time 52

Fonolo

FEBRUARY 16, 2021

2021 will see more and better agent performance monitoring technology designed to lean on positive gamification concepts instead of relying on draconian intensive monitoring. Contact centers are one of the last industries to hold out against the gig economy for several reasons. Gig Working Platforms.

Call Center 134

Call Center Technology Gamification Contact Center 134

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. Another method of building engagement that is pivoting is gamification. The Power of Gamification.

Gamification 78

Gamification Coaching Construction Employee engagement 78

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 3: Catalog your content needs: Focus on self-service content, product information, FAQs, roadmaps, best practices, tips and tricks, and industry news.

SaaS 52

SaaS Gamification B2B Metrics 52

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. We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Close the Loop Quickly Speed matters when addressing customer feedback.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Fonolo

JUNE 22, 2021

Communication can make or break any team, regardless of industry or function. Gamification and performance-based incentives. Invest in a premium integrated call center technology that also houses knowledge bases and supports agent feedback. It’s free – we promise!). Employee Engagement Tip #1: Invest in communication.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. Ask: What are customers saying?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Nicereply

APRIL 7, 2020

These features include but are not limited to a built-in call center, automation rules, gamification, reporting and analysis tools, native live chat widget widgets with proactive chat invitations, and much more. Prevent churn with real-time feedback. Reinventing B2C feedback forms.

Gamification 90

Gamification Surveys B2C Feedback 90

Noble Systems

MARCH 22, 2021

Real-time analytics healthcare call center technologies provide instant feedback during an interaction. Gamification Accelerates Learning and Improves Retention. For new hire training and ongoing skill and knowledge development and retention, gamification can accelerate learning. Contact us today.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Noble Systems

OCTOBER 11, 2018

Industry stats on employee turnover and the actual cost to businesses are scary. According to Deloitte Analyst Josh Bersin, some industries, including detail, customer service and hospitality, are now seeing turnover rates between 30-40%. Gamification is a powerful solution that should be included. What is Gamification?

Gamification 74

Gamification Employee engagement Call Center Morale 74

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Studies have shown that shorter training modules improve information retention by 20%.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

JANUARY 31, 2023

As the industry advances, so do the methods we use to ensure our workforce is performing at its best. These off-site training sessions give employees the chance to keep up with industry best practices and bring back ideas that can help the workplace. Use incentives and gamification Call center training material can get pretty dry.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Noble Systems

JULY 24, 2020

With a changing economy, high unemployment, increasing competition and consolidation, massive regulatory burden, and evolving legal requirements, the collections call center industry is reacting by embracing new approaches and new technologies to improve efficiencies, boost recovery rates, and beat the competition.

Call Center 87

Call Center Technology Gamification Morale 87

Fonolo

DECEMBER 13, 2022

Conduct agent and customer surveys to find out exactly what’s holding your call center back from performing its very best. You might hear feedback about things like long wait times, poor scheduling practices or workforce management problems. Some ways to garner feedback include: . Experiment with gamification. .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Serenova

MARCH 31, 2020

Agents will be able work from the safety of their own homes while still handling the exponential increase in call volume happening across industries. A workforce that is used to meeting and receiving feedback in person will struggle with the loss of connectivity that comes with working from home. Regular meetings are cancelled.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

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