Serenova

MARCH 31, 2020

A workforce that is used to meeting and receiving feedback in person will struggle with the loss of connectivity that comes with working from home. Analytics tell supervisors exactly where an agent is falling short so that feedback is both timely and individualized. Gamification is another way to keep agents motivated and engaged.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

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. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

Management 86

Management Gamification Quality management Schedule adherence 86

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

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

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. How do they apply customer feedback to enhance and transform the customer experience? Gamification Gamification is all the rage in survey research and for good reason!

Gamification 78

Gamification Journey mapping Feedback Metrics 78

ProProfs Blog

AUGUST 6, 2021

Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Advanced Feedback Analysis. Feedback Forums. Employee Feedback Software.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Noble Systems

SEPTEMBER 8, 2020

Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. Be sure to ask agents for their feedback and ideas to help them stay connected and strengthen their sense of community. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here. Tired of agent turnover and engagement woes?

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Playvox

NOVEMBER 16, 2021

But with Playvox’s automated scorecards, evaluation, and coaching templates, as well as its workload management tools, contact center leaders have confidence that agents are participating in regular evaluations and receiving timely feedback to ensure they’re delivering the desired customer experience – even when remote. Listen here.

Quality management 78

Quality management Management Coaching Contact Center 78

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . Then, as you scale, include some other ways of interacting – so maybe it’s a video or webinar tool or community. We use gamification in community a lot.

Gamification 98

Gamification Marketing Metrics Sales 98

ChurnZero

APRIL 8, 2020

Gather and prioritize product feedback all in one place. Create closed beta groups with select users for testing and feedback—fostering a sense of inclusion and significance. Engage customers with rewards, badges, and gamification features. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

ProProfs Blog

SEPTEMBER 17, 2021

Benefit surveys are a great way to collect feedback from your employees. Take Action on Employee Feedback. But are you taking timely action on the feedback? When employees see that their voice is being heard and their feedback is being implemented, they feel more inclined to share their opinion in the future.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

CSM Magazine

AUGUST 4, 2023

By offering exclusive rewards to loyal customers and promptly responding to their feedback, the coffee shop not only encourages repeat purchases but also fosters a sense of loyalty among its patrons. If hosting physical events is not feasible, consider hosting webinars instead.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

Playvox

JULY 28, 2022

But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded. Have more frequent feedback sessions with your agents and offer ways for them to give you feedback too.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Ongoing training backed by continual coaching and feedback, not just leaving them to look for answers on their own. Automating your QA process with real-time tools is a huge time saver and gets agents essential feedback much faster.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

ChurnZero

NOVEMBER 17, 2023

Introduce gamification. Consider these strategies to strengthen members’ ties with your community and brand: Drive engagement with advanced gamification techniques. Highlight members success stories in a series of webinars, workshops, or meetups. Offer genuine appreciation and feedback.

Gamification 52

Gamification Personalization Sales Marketing 52

JivoChat

JULY 20, 2021

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. You can collect customer feedback with a survey or by conducting user testing and focus groups with your customers.

Customer retention 52

Customer retention Gamification Education Self service 52

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. This might include programs that: Seek agent feedback. Break and refreshment areas (and what is provided within them). Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. This might include programs that: Seek agent feedback. Break and refreshment areas (and what is provided within them). Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. This might include programs that: Seek agent feedback. Break and refreshment areas (and what is provided within them). Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. AI can then assist the analyst to score and provide feedback. AI can also provide feedback to justify the scoring and also help agents improve.

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

call center workforce 52

call center workforce Call Center Management Gamification 52

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . Then, as you scale, include some other ways of interacting – so maybe it’s a video or webinar tool or community. We use gamification in community a lot.

Gamification 52

Gamification Marketing Metrics Sales 52

ChurnZero

JULY 12, 2019

Two important components in gamification are surprise and delight. Provide Feedback and Reward Users. Reinforce positive behavior and provide feedback. Upcoming Webinar. But I only access such services when required. For some applications, it’s hard to impact the daily routine of their users. As simple as 1,2,3, right?

Accountability 75

Accountability Metrics Education Marketing 75

NobelBiz

JUNE 5, 2023

If you want to learn more about all the best practices with training and staffing for contact centers, we encourage you to watch one of our latest webinars on this very topic: Contact Center Staffing in a Remote World: Most effective strategies for recruiting, retention, and motivation of Contact Center employees.

Call Center 52

Call Center Scripts CRM Contact Center 52

ChurnZero

SEPTEMBER 22, 2023

In our webinar, Reviving a community to support your customer success team , Shauna shares how to get your team engaged in your community and strategies to revive a community that’s running out of steam. When announcing the launch of your community, what channels and formats do you recommend (email, video, live webinars, etc.)?

Sales 52

Sales Gamification Consulting Consulting 52

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? This webinar series will be recorded, so any webinar attendees that miss this will get the opportunity to watch it at the soonest convenience. I would like to start introducing our speakers for today’s webinar. No worries! Tony: Wonderful.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

JivoChat

JULY 5, 2021

Useful Training Tools: Stay on top of industry trends with Jungle Scout’s webinars and training. Ongoing Training: Sourcify offers webinars and educational white papers. Fun Gamification: Boost engagement by encouraging customers to click. Solicit Feedback: Get feedback on user experience both in store and online.

Advertising 52

Advertising Analytics Sales Enterprise 52

RapportBoost

NOVEMBER 5, 2018

We welcome your feedback. . Nicholas Rodriguez : Thanks for joining us for our first section of our Moving to the Cloud webinar series presented by Customer Experience Update and Customer Contact Central, sponsored by Mitel. I do want to thank Mitel for sponsoring the webinar series and helping us to make this happen.

Contact Center 40

Contact Center Scripts Sales Metrics 40

SmartKarrot

OCTOBER 3, 2023

Tracking and Measuring User Engagement: Utilize metrics such as active usage, feature adoption, and customer feedback to track and measure user engagement accurately. Gamification and Rewards: Incorporate gamified elements into your product to make the user experience more enjoyable and rewarding.

Gamification 11

Gamification Education CRM Feedback 11

Vistio

APRIL 2, 2022

If yours is taking weeks to be able to give people feedback, you’re going to lose in that proposition. Now the bar is being raised again and I’m getting that feedback from a lot of my clients, that customers are demanding more than ever before. Again, these are people that are just us like on the ground and leaders.

Contact Center 52

Contact Center Real estate Customer Service Self service 52