Noble Systems

AUGUST 8, 2019

Studies indicate that the average age of at-home agents is 38 versus 23 for those working on-site. According to a recent study by GlobalWorkplaceAnalytics.com, at-home workers typically save businesses $11,000/per person per year. Gamification can help right from the start. Leverage gamification for at-home agent onboarding.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification. Why Does Gamification Work? Maslow’s Hierarchy of Needs Five Stage Pyramid.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

TechSee

SEPTEMBER 29, 2020

A recent study on this topic found that customer satisfaction (CSAT) ratings are 35-45% lower for customers who must make a second call about the same issue. Feedback can be collected regularly from staff; agents are well placed to highlight any roadblocks or barriers to success. Reduce the need for followup with next issue avoidance.

Call Center 196

Call Center Self service Gamification Contact Center 196

Outsource Consultants

JUNE 6, 2022

98 percent of respondents to a study performed by Lifesize showed that video meetings helped with relationship-building both inside and outside of the company. Implement Gamification Systems. Gamification has been used in team settings to enhance training programs for a long time now. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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. Get more details on their strategies, goals and results in the case study.

Gamification 61

Gamification Sales Contact Center CRM 61

CCNG

APRIL 20, 2022

More complex processes like performance reviews, quality and compliance audits, and even gamification provide similar opportunities to gather, analyze, and act on named or anonymous employee feedback in a structured, systematic way.? Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Serenova

APRIL 13, 2020

A study by Harvard Business School found that 28% of the time, an incident that had a minor impact on a project had a major impact on people’s feelings. Whether it’s performance dashboards, real-time feedback or virtual announcements, Serenova’s CxEngage helps contact centers recognize performance no matter where it happens.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Calabrio

FEBRUARY 27, 2025

Fuel Engagement and Performance with Contact Center Gamification Gamification is a proven technique for boosting engagement and performance in the contact center. In fact, according to one study, employees experience a 48% engagement increase , on average, with a gamified work experience.

Call Center 52

Call Center Metrics Gamification Contact Center 52

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

Calabrio

MARCH 7, 2025

However, one study found that, in 2022, the average turnover rate reached as high as 38%. Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment. Provide early engagement and feedback. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

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

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

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Gamification breaks up the daily routine while promoting team collaboration.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Taylor Reach Group

AUGUST 29, 2017

Only 17% of workers strongly agree, according to a recent Gallup study. And only 27% strongly agree they’re getting feedback that helps them do their jobs better. Research indicates , more than one-third of managers (37%) say they are uncomfortable providing feedback to employees that might elicit a bad response.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

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

Outsource Consultants

MARCH 4, 2025

This approach allows supervisors to provide immediate feedback and coaching, leading to continuous improvement in agent performance. A study by Aberdeen Group found that companies with strong omnichannel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel strategies.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

Noble Systems

OCTOBER 11, 2018

They value extensive feedback, and are also looking for face-to-face communication and a relationship with their supervisors. Gamification is a powerful solution that should be included. In fact, according to a 2016 Gallup Study, engaged employees result in up to a 9% lower turnover rate. What is Gamification?

Gamification 74

Gamification Employee engagement Call Center Morale 74

Comm100

FEBRUARY 6, 2024

Gamification is quickly becoming part of our everyday lives. In fact, the global gamification market size is projected to surpass $116.68 Gamification makes learning more fun and helps students pay attention better. What is Gamification? billion by 2032. Imagine if your school lessons felt a bit like playing a game.

Gamification 40

Gamification Education Feedback Construction 40

CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Fonolo

JANUARY 31, 2023

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. Add a few gamification elements and your call center will be singing. Foster empathy with the customer.

Call Center 141

Call Center Contact Center Coaching Gamification 141

TechSee

DECEMBER 16, 2021

Studies have shown that shorter training modules improve information retention by 20%. The past standard of all-day classroom-based training is no longer feasible for many call center organizations. And they are also not as effective.

Call Center 124

Call Center Self service Gamification Contact Center 124

Playvox

APRIL 11, 2023

A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. When agents are clear on their priorities, they become more engaged, according to the Gartner study. And happy agents tend to deliver experiences that delight your customers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Noble Systems

DECEMBER 6, 2018

Beating the odds with Gamification. According to a study by BambooHR, one-third of all new hires quit their job within the first six months. To achieve a winning onboarding strategy, many companies are leveraging gamification to remove the tedium of traditional programs and accelerate learning.

Gamification 61

Gamification Contact Center Education Call Center 61

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

Influitive

JUNE 2, 2015

After all, a Google study found that 60 percent of B2B technology buyers search for peer reviews during the decision-making process. One of the top goals of the program was to point happy customers to places online where they could share honest feedback about Code42 and its products. Download the study now.

B2B 72

B2B Customer advocacy Gamification Marketing 72

JivoChat

MARCH 12, 2023

Staggering your learning sessions can be extremely convenient to create space for other activities and a better study-life balance. They also help students study on the go from any location. Students use apps that offer instant and real-time feedback on their performance. It makes the whole process even more student-centered.

Education 75

Education Technology Gamification Entertainment 75

Fonolo

DECEMBER 6, 2022

LinkedIn recently published a study that found 41% of employees will consider leaving their jobs in the next year. Use incentives and gamification . Encourage feedback and open communication . Other agent development KPIs you might like to track include customer satisfaction score and customer retention rate. . #4

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Noble Systems

FEBRUARY 14, 2019

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort. Reinforce corporate vision, mission and brand.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Call Design

OCTOBER 30, 2019

According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year. On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite).

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Call Design

OCTOBER 30, 2019

According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year. On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite).

Gamification 60

Gamification Construction Benchmark Employee engagement 60

ProProfs Blog

AUGUST 6, 2021

According to a study , disengaged American employees cost organizations around $450-550 billion each year. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Advanced Feedback Analysis. Feedback Forums. Employee Feedback Software. Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Outsource Consultants

JANUARY 9, 2025

Personalized Coaching and Real-Time Feedback One-size-fits-all approaches to agent development no longer suffice. Call recording and analytics tools provide specific, actionable feedback. Flexible scheduling options can lead to a 25% reduction in turnover rates (according to a Deloitte study).

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Playvox

APRIL 25, 2023

A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge. Incorporate feedback. Taking the time to incorporate agent feedback helps make your training more effective. Seek feedback and “read the room” throughout the training. Document the feedback.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Serenova

JULY 23, 2019

A study done by The Harvard Business School found that within seven different companies, 28% of incidents that had a minor impact on a project had a major impact on people’s feelings about it. According to a study done by The University of Johannesburg , “All agents stressed the importance of variety in their day-to day-actions.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Outsource Consultants

JANUARY 13, 2025

This approach helps agents practice real-world scenarios and receive immediate feedback. A study by the Brandon Hall Group found that companies using video-based learning achieve 50% faster productivity gains compared to those that don’t. Design your gamification strategy carefully. Celebrate wins, both big and small.

Call Center 67

Call Center Management Gamification call center software 67

Noble Systems

FEBRUARY 14, 2019

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort. Reinforce corporate vision, mission and brand.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. Use this feedback to make informed improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104