CSM Magazine

DECEMBER 6, 2024

Though it might sound far-fetched, this outcome is completely achievable with a marketing gamification consultancy. What Is Gamification and How Does It Work in Marketing? Gamification incorporates game mechanics into non-game contexts such as marketing, education, and health. And how does it tap into human motivations?

Gamification 52

Gamification Marketing Entertainment Education 52

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

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Fonolo

JUNE 17, 2015

Use incentives and gamification. Curate a knowledge base. If you're not taking advantage of our hardwired ability to turn stories into knowledge, you're wasting a lot of energy. Use incentives and gamification. Add a few gamification elements and your call center will be singing.

Call Center 96

Call Center Gamification Coaching Contact Center 96

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. Providing them with an internal knowledge base does the job for you.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Noble Systems

MARCH 30, 2020

Gamification applies game elements and principles in non-game settings such as work environments. It effectively and efficiently builds knowledge and motivates employees to align their behaviors with customer needs and those of the company, and provides quick and continuous feedback to agents to keep them engaged.

Management 90

Management Gamification Contact Center Coaching 90

ChurnZero

MAY 4, 2023

Daily tasks, such as creating a content calendar, curating educational pieces, moderating engagement, collecting feedback and working across different functions is a full-time job. We partnered with Customer Success leaders and marketing teams inside and outside the company to solicit ideas, obtain feedback and gain buy-in.

SaaS 98

SaaS Best practices Gamification Feedback 98

Momentum Telecom

DECEMBER 15, 2024

Pilot: Roll out to a larger, internal group, such as the IT department, who can provide valuable feedback on usability and functionality. Intranet Updates: Use an internal knowledge base or landing page to centralize updates and resources. Your success will largely depend on your user base.

Gamification 72

Gamification Enterprise Metrics Feedback 72

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Personalized Agent Training The adoption of digital gamification is a major component of this change. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Liveops

FEBRUARY 28, 2019

Our certification programs set Liveops apart from other providers with a variety of self-paced learning approaches including social tools and gamification programs to optimize agent performance. Forums to build regional connections through geo-based groups. Liveops agents also learn to leverage our industry-leading security platform.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

Real Blue Sky

JULY 12, 2022

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. Self-Serve Knowledge. Ask your employees for feedback on anything and everything. Conclusion.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Fonolo

APRIL 5, 2022

This means staying on top of scheduling, ensuring all staff are equipped with the proper skill-set and knowledge base to support incoming customer queries, and providing support to team members as required. Conducting performance evaluations and providing feedback to agents. The Manager’s Guide to Call Center Gamification.

Call Center 99

Call Center Contact Center Gamification Construction 99

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Here are some of the 2019 trends that help to humanize interactions between companies and their customers.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Tethr

JUNE 5, 2020

Gathering feedback from those employees in the trenches matters.Send out anonymous surveys, put out a suggestion box, hold weekly roundtables and emphasize the importance of the agent’s experience. As long as your reps have an updated knowledge base, scripts are not necessary. Gamification works. Get rid of scripts.

Morale 64

Morale Contact Center Gamification Scripts 64

Balto

MAY 13, 2022

Gamification. Gamification can make things a bit more fun. Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance. Research backs up the power of gamification. Provide Regular Coaching and Feedback. This empowers agents.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

CSM Magazine

APRIL 16, 2020

That’s where a creative knowledge database comes handy and here are a few tips for creating an adequate knowledge base: Study your audience and learn about their needs. Create a structure and organize your knowledge base. Listen to your customer’s feedback and continuously improve. #2-

Call Center 52

Call Center Gamification Banking Healthcare 52

Calltools

OCTOBER 19, 2022

Setting up a knowledge base or video-based training will help at-home agents navigate work challenges without contacting you. Based on the Net Promotor Score, eNPS lets you identify employee satisfaction and loyalty. Provide a way for employees to leave feedback about their job roles anonymously.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Babelforce

FEBRUARY 24, 2022

There are simple steps you can take to improve knowledge access. Tools like internal apps and knowledge bases also help employees find the information they need. #3 Ensure your praise relates to specific things the employee has done, and give feedback soon after the action occurs. #9 9 Use gamification tactics.

Employee engagement 52

Employee engagement Gamification Call Center Contact Center 52

Win the Customer

FEBRUARY 3, 2016

The best solutions intercept unhappy clients and ask for feedback that comes directly back to you, preventing third party criticism. AskNicely provides customer feedback software based on the Net Promoter Score (NPS) analytic framework. It incentivises customer feedback through simple ‘one tap’ feedback.

Customer Experience 64

Customer Experience Feedback Gamification Metrics 64

ChurnZero

APRIL 8, 2020

Consider building an onboarding journey in your Customer Success platform as well as incorporating an onboarding flow into a community-driven knowledge base. . ? Speak to your customers—regularly. Create closed beta groups with select users for testing and feedback—fostering a sense of inclusion and significance.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

TechSee

SEPTEMBER 18, 2019

Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. The importance of after call work. Tools & Tech to Streamline after call work.

Average Handle Time 84

Average Handle Time CRM Contact Center Gamification 84

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Here are some of the 2019 trends that help to humanize interactions between companies and their customers.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Vistio

JANUARY 5, 2022

Most contact centers don’t audit every call for quality and anyone who has looked at results from CSAT surveys knows the customers who choose to leave feedback tend to be the customers who had the worst experience. Gamification…. Helping agents memorize more information with on-demand learning modules and in-depth knowledge bases.

Contact Center 52

Contact Center Metrics Gamification Coaching 52

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc. Assess Team is an easy-to-use tool for getting clear and constructive feedback.

Management 59

Management Gamification Analytics Enterprise 59

NobelBiz

APRIL 18, 2023

CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. Promote Transparency : Be open and honest with your team about company goals, KPIs, and areas for improvement, inviting their feedback and input.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Nicereply

JANUARY 18, 2023

Freshdesk Freshdesk help desk software comes with a range of features like integrated ticketing across multiple channels, knowledge base support, analytics and reporting, team collaboration capabilities, SLA management, CSAT surveys and reports, integration with 1000+ apps from the Freshworks Marketplace, and more.

Self service 52

Self service Enterprise Analytics APIs 52

DMG Consulting

AUGUST 9, 2018

IVAs assist agents by providing them with information drawn from knowledge bases, customer profiles and other online sources to optimize and personalize each customer interaction, allowing them to make the most of each service and sales opportunity.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

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. Common Knowledge Base Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

JustCall

MARCH 9, 2023

Build a Resource Hub Another extremely important strategy that works wonders is empowering agents with a knowledge hub in the form of how-to guides and other resources on the product (and the company). A knowledge base comes in handy if your workforce is dispersed across the globe and your company engages in remote working.

Call Center 52

Call Center call center software Construction Best practices 52

DMG Consulting

OCTOBER 17, 2019

Organizations are using RPA in a hybrid staffing mode, where the technology works “side by side” or as a virtual “assistant” to humans by looking up information in a knowledge base, auto-completing forms with data obtained from internal or external sources, and much more.

Consulting 48

Consulting Consulting Marketing Gamification 48

aircall

APRIL 16, 2021

Quality control – Quality assurance software programs use AI to evaluate calls and provide timely feedback on your teams’ performances. 3) Failing to evaluate feedback from trial users. Frustrated customers churn, and without the benefit of early feedback, you may never know why. 2) Failing to offer self-service options.

SaaS 62

SaaS Sales Coaching APIs 62

OctopusTech

SEPTEMBER 29, 2022

A customer service tool also provides a knowledge base to users, handles inbound and outbound communications, come up with analytics dashboards, and integrates with various automation software. Table Of Contents: Call support system Messaging apps Live chat software Social media Monitoring Tool Email CRM tool Knowledge base tool.

Customer Service 62

Customer Service CRM Self service Analytics 62

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

DMG Consulting

JUNE 11, 2019

When an interaction requires human assistance, IVAs function as virtual coaches and provide agents with context-based guidance by accessing information from knowledge bases, FAQs, intranets and other data repositories, as needed. “AI

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Balto

DECEMBER 4, 2023

Ongoing training backed by continual coaching and feedback, not just leaving them to look for answers on their own. Knowledge Bases : Agents need to have the information for rebuttals and objections as they happen on calls. Here’s how: Feedback: Agents need to know where they stand. Allow agents to connect with callers.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

JivoChat

JULY 20, 2021

Some ways you can implement this approach include creating a knowledge base, how-to videos, or using automated chatbots. With a smooth and fully-supported onboarding process, you can build customer confidence, gather (and respond to) customers’ feedback, and meet their needs quickly. Close the Loop on Customer Feedback.

Customer retention 52

Customer retention Gamification Education Self service 52

aircall

FEBRUARY 1, 2021

Activities like gamification and healthy sales competitions help to inspire and motivate sales team members. Then, develop ways for sales representatives to access sales training materials, such as a knowledge base. Be sure to update your knowledge base often. .

Best practices 62

Best practices Sales Call Center Coaching 62