CSM Magazine

APRIL 18, 2025

What makes Soft2Bet particularly impressive is how they move beyond industry trends and buzzwords. With gamification driving deeper engagement , theyve cracked the code on making customers feel truly seen. This proprietary engine takes gamification beyond points and badges.

Customer centricity 52

Customer centricity Gamification Engineering Finance 52

TeleDirect

APRIL 7, 2025

Product updates Policy changes Performance-based training Industry trends and best practices Best Practices for Effective Call Center Training Successful training programs are structured, engaging, and adaptable. A: Use gamification, interactive content, quizzes, and real-life scenarios to make training more dynamic and engaging.

Call Center 62

Call Center First call resolution Best practices Gamification 62

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

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. 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 65

Gamification At home agents Contact Center contact center workforce 65

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

Fonolo

FEBRUARY 16, 2021

The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 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.

Call Center 134

Call Center Technology Gamification Contact Center 134

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

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. Provide early engagement and feedback.

Call Center 52

Call Center Benchmark Gamification Contact Center 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

Noble Systems

DECEMBER 4, 2019

This feedback produces Voice of the Customer (VoC) that can help your company redefine and elevate the customer experience throughout the journey which, in turn, strengthens engagement and loyalty. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Calabrio

APRIL 11, 2025

Are there common trends indicating specific skill deficiencies? Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. Ask: Where are the gaps in performance? Ask: What are customers saying? Learning by observation can also be particularly powerful at this stage.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

MARCH 22, 2021

In the first blog in this 2-part series, we discussed the top healthcare contact center trends. Real-time analytics healthcare call center technologies provide instant feedback during an interaction. Gamification Accelerates Learning and Improves Retention. 6 Healthcare Call Center Technologies.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Fonolo

JUNE 22, 2021

Gamification and performance-based incentives. Invest in a premium integrated call center technology that also houses knowledge bases and supports agent feedback. Top Contact Center Technology Trends in 2021. And you don’t have to bankrupt yourself to offer better benefits. Free or subsidized professional development.

Call Center 151

Call Center call center software Employee engagement Gamification 151

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

Call Design

MAY 24, 2022

– Require perpetual, self-paced learning and continuous feedback. Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits. Perpetual, self-paced learning and continuous feedback.

Gamification 78

Gamification Coaching Enterprise Feedback 78

Noble Systems

JUNE 18, 2019

Require perpetual, self-paced learning and continuous feedback. Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. Gamification dashboards aggregate performance stats and the most important information in one location.

Gamification 72

Gamification Feedback Coaching Enterprise 72

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

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. Then, look for hidden trends.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

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? The growing impact of technology in education is evident in market trends.

Gamification 40

Gamification Education Feedback Construction 40

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

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

CSM Magazine

FEBRUARY 19, 2025

Challenge 1: Data Security and Privacy Mental health applications save and handle sensitive data, including mood trends, journaling, treatment notes, and more. Solution Gamification and Rewards Systems Incorporate points, badges, or progress trackers to mark therapy milestones or consistent app usage.

APIs 52

APIs Healthcare Gamification Consulting 52

Noble Systems

MARCH 30, 2020

Analyze issues and trends. Gamification applies game elements and principles in non-game settings such as work environments. These tools can help match availability and skill sets so that contact centers can staff the right agents at the right time and in the right capacity. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

ProProfs Blog

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Advanced Feedback Analysis. Feedback Forums.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

ProProfs Blog

APRIL 25, 2019

# Ask for Customer Feedback and Work Towards Implementing It. Make use of Net Promoter Score software to track customer trends and collect actionable feedback. Use the opinions and feedback from customers to resolve issues at the earliest. There’s no way of increasing customer retention without reducing customer churn.

Customer retention 99

Customer retention Gamification Surveys Feedback 99

Fonolo

DECEMBER 6, 2022

But if a trend towards employee attrition is growing in other industries, you can bet it will only worsen in the call center. Use incentives and gamification . Encourage feedback and open communication . Of course, a call center leader might not be surprised by that — it’s nothing new in our line of work. . DID YOU KNOW?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Playvox

APRIL 11, 2023

Offer Feedback Regularly offering agents feedback is key in helping contact center agents understand how they are performing. Feedback should always be a mix of positive comments and opportunities to improve. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Noble Systems

SEPTEMBER 29, 2020

Optimize operational performance and lower costs – Get the critical data and feedback you need to effectively and efficiently manage agent and workflow processes across functions and teams, giving you a unified view of contact center performance. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

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

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Budgets are Trending.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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

inmoment

NOVEMBER 8, 2018

Our 2018 Retail CX Trends study asked consumers whether a “recent, enjoyable” shopping experience occured at a physical store, digitally, or through a combination of physical and digital. Retailers often forget that giving feedback about an experience is actually part of the experience. The Forgotten Experience.

Gamification 45

Gamification Feedback Surveys Personalization 45

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Advanced solutions offer post call and real-time speech analytics to provide feedback, assist agents with calls, identify areas for improvement and give kudos to top performers.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Transparent BPO

AUGUST 13, 2019

Make It Easier to Do Business Reversing the trend in customer dissatisfaction demands that we make it easier for customers to do business with us. Training new agents also requires some “toggling” through the use of multimedia, role-playing, and gamification. Conclusion Trends come and go, says Serenova.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Outsource Consultants

MARCH 4, 2025

This approach allows supervisors to provide immediate feedback and coaching, leading to continuous improvement in agent performance. Manila call centers capitalize on this trend, with many implementing sophisticated omnichannel platforms to provide a consistent experience across all touchpoints.

Call Center 67

Call Center Gamification outsourcing Chatbots 67