TeleDirect

MARCH 13, 2025

Develop a Comprehensive Training Program A structured training program should cover: Company policies and procedures Product and service knowledge Customer service skills (active listening, empathy, and problem-solving) Technical training (CRM systems, call routing, and software tools) 2. Q3: How can we make training sessions more engaging?

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Social media has empowered users to share instant feedback with their followers – and have those comments validated instantly. This effect is more pronounced than ever. And you know what that means?

Technology 265

Technology Customer Experience Complaint resolution Gamification 265

Noble Systems

AUGUST 25, 2020

To address these challenges, many financial services firms are turning to Gamification. From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. Gamification can be used by banks, lenders, and other financial institutions to: 1.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

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

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

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. When employees have access to these tools, call center costs are reduced as agents can resolve issues as quickly as possible.

Call Center 196

Call Center Self service Gamification Contact Center 196

Noble Systems

AUGUST 8, 2019

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. Gamification can help right from the start. Leverage gamification for at-home agent onboarding. Not the case with gamification.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

CCNG

APRIL 20, 2022

People want on-demand access to data and analytics tools so that individually, or in teams, they can investigate and solve problems on their own when it matters. Contact centers should gather and mine employee feedback at every logical opportunity. Text analytics tools can help identify issues and trends quickly and at scale.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Serenova

APRIL 13, 2020

In the work-from-home (WFH) environment, you’ll have to get more creative, or leverage the right tools. Whether it’s performance dashboards, real-time feedback or virtual announcements, Serenova’s CxEngage helps contact centers recognize performance no matter where it happens. Take a Closer Look at the Tools That Can Help You Motivate.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Calabrio

FEBRUARY 26, 2025

Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals. These challenges create a negative feedback loop : disengaged employees provide lower-quality service, leading to dissatisfied customers, which increases stress for employees, further driving attrition.

Coaching 64

Coaching Gamification Employee engagement Morale 64

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

Calabrio

MARCH 7, 2025

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. Regularly check in with new hires, offer support, and provide constructive feedback during the initial onboarding period.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Nicereply

NOVEMBER 21, 2019

…Once upon a time (in truth it was in 2011) we ran across Nicereply – an interesting tool for getting feedback from our customers developed by a very successful Slovak company Websupport. Another restrictor of more ratings was an inability to integrate feedbacks from a chat software we used back then. TOP 10 ranking.

Gamification 75

Gamification Surveys Feedback Customer Support 75

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

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. Share data and results of the customer experience analytics in an easy-to-use tool.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Calabrio

FEBRUARY 27, 2025

And well discuss some tried-and-true best practices and cutting-edge tools, cutting through the noise to help you truly transform your call center into a high-performing engine that fuels customer loyalty and growth. By embracing automation and intelligent tools, you can eliminate time-consuming manual processes and streamline workflows.

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

Call Design

SEPTEMBER 9, 2021

If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development. Provide The Right Tools. Vary Your Training Methods.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

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

TechSee

JUNE 4, 2019

Contact center decision-makers understand that better tools are the key to improving agent performance and reducing call center training times. Gamification is an immersive, exciting experience that engages and motivates agents. Socially acceptable collaboration. It’s the virtual water cooler. Get in the game.

Call Center 117

Call Center Technology Gamification Coaching 117

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

Fonolo

FEBRUARY 16, 2021

If you’re using standard voice call-backs, but you haven’t turned on the option to schedule conversations, you’re missing out on the most potent tool in your toolbox. You can learn more about the power of Conversation Scheduling here. Voice-to-Text. 8 Simple Ways to Improve Agent Satisfaction in the Call Center.

Call Center 134

Call Center Technology Gamification Contact Center 134

Fonolo

JUNE 22, 2021

Gamification and performance-based incentives. In a hybrid call center environment, it is crucial to equip your agents with the tools they need to do their job well, including technology that makes life easier for them on the front lines. Like with any good tool, the time is now to use them, or lose them.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Hodusoft

NOVEMBER 6, 2024

It comes equipped with advanced features such as real-time analytics and reporting tools that can help contact center management make data-driven decisions and improve operations. In addition to that, collect and act on customer feedback. Employ effective methods to collect feedback and ensure transparency in customer communications.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Nicereply

APRIL 7, 2020

To briefly introduce both software, LiveAgent is a fully-featured help desk software , and Nicereply is an all-in-one customer satisfaction tool. In essence, LiveAgent saves you tons of time and money, as it eliminates the need to monitor multiple accounts and devices as well as the usage of additional help desk tools.

Gamification 90

Gamification Surveys B2C Feedback 90

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. One of the best tools I have seen and used for call centers is improv training…”.

Call Center 182

Call Center Management Scripts Coaching 182

TechSee

SEPTEMBER 2, 2020

A practical way to bring WFH call center staff closer together virtually is to invest in quality video conferencing and collaboration tools Other effective remote employee engagement technologies include instant messaging apps and in-house social networks. Introduce fun through rewards and gamification. billion from 2020 to 2024.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

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. We use tools that can help foster community because community represents connections that employees can make.” – Tricia Yankovich.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Noble Systems

AUGUST 4, 2020

. • Track, Analyze and Reward Collector Behavior with Speech Analytics and Gamification . Real-time speech analytics provides instant feedback to collectors during the interaction to achieve a desired result, adhere with compliance guidelines, or get a call back on course. APAC – 2:00pm AEDT. EMEA – 2:00pm BST.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Noble Systems

JULY 24, 2020

As a direct result, numerous tools and solutions have emerged to address this issue. Self-service tools are growing in popularity and functionality. 6 Collections Tools to Improve Operations. See 6 more technology tools for collections centers in our Infographic. REAL-TIME MANAGEMENT TOOLS for Reporting & Monitoring.

Call Center 87

Call Center Technology Gamification Morale 87

ConvergeOne

SEPTEMBER 6, 2022

Drive Agent Performance Improvements with Gamification. Feedback is one of the most powerful tools available to modify employee behavior. In cases where adoption of new skills and behaviors has not been achieved, lack of real-world feedback is often the culprit. Dive Deeper into the Customer Relationship with VOC.

Gamification 73

Gamification Interactive Voice Response Management Surveys 73

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

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

Fonolo

JANUARY 31, 2023

They can be a valuable training tool when used correctly. 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.

Call Center 141

Call Center Contact Center Coaching Gamification 141

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

JustCall

FEBRUARY 5, 2020

However, there is limited knowledge of tech-based tools for handling such modernization. In this blog post, we will talk about the various tools that you must have in your education tech stack, and with features that you must look out for if you want to bring more growth in your business. Digital transformations are up the sleeve.

Education 84

Education CRM Sales Upselling 84