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

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

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

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. A study from 2014 found that most people were not willing to stay on hold for longer than 13 minutes. Examples include measuring defects (issues) by agent, client, vendor, and call type.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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

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

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

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 Personalization 99

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

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

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

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

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

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

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

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

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

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

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

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

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

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. A study recently conducted by Aberdeen indicated that companies using AI show 2.5 Expand Digital Capabilities.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Fonolo

JUNE 17, 2015

Use incentives and gamification. 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. 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

Playvox

FEBRUARY 2, 2022

According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. But to seal the deal you need to implement the right processes enabled by technologies, such as quality monitoring, training, and gamification. Motivate Agents To Higher Performance.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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

Noble Systems

OCTOBER 22, 2018

Gamification, which applies game mechanics to engage employees by tracking and rewarding desired behaviours, has made recent gains in popularity in the global financial industry due to its effectiveness in improving engagement, customer experience and customer loyalty. Secured customer feedback. Here is a list of some of these KPIs.

Banking 48

Banking Gamification Customer centricity Surveys 48

Balto

SEPTEMBER 12, 2024

According to a study by Gartner , effective coaching from sales managers can improve sales performance by 8%, highlighting the crucial role that leaders play in helping reps adapt and excel. Have regular one-on-ones to hold reps accountable, celebrate progress, offer constructive feedback, and keep them motivated.

Coaching 52

Coaching Sales Gamification Call flow 52