Call Design

AUGUST 25, 2021

If you’re a manager within a sizable workforce, you’ve likely heard of gamification. While gamification has only been around for a short time and used by large scale organisations, a growing wave of smaller workplaces appear to be adopting this technology in recent years. The gamification industry had a US $9.1

Gamification 145

Gamification Employee engagement Surveys Consulting 145

CCNG

SEPTEMBER 3, 2020

These strategies help keep supervisors, assistant center managers, and contact center managers off the hamster wheel of trying to launch the latest and greatest gamification program, agent incentive, or daily agent drawing for a Starbucks card, which can be exhausting.

Customer Care 369

Customer Care Gamification Contact Center Management 369

ShepHyken

JULY 7, 2021

The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience. While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. It offered games and puzzles on its website.

Customer Experience 395

Customer Experience Customer Service Gamification Chatbots 395

Noble Systems

AUGUST 19, 2020

One of these technologies is Gamification. Using gamification for financial services can benefit firms in a variety of ways. By incorporating gamification into their digital engagement strategy, banks and other lenders can improve the digital experience for employees, and ultimately, for consumers.

Gamification 98

Gamification Banking Enterprise Coaching 98

Call Design

APRIL 3, 2022

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. Gamification learning connects employees to business goals with progress bars, leader boards, and quick and easy learning that rewards achievements.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

Callminer

JULY 19, 2020

Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamification initiatives.

APIs 254

APIs Contact Center Gamification Sales 254

CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Influitive

OCTOBER 14, 2020

The post Gamification Alone Can’t Modernize Customer Communities appeared first on Influitive. If a large portion of your customers are sitting on the sidelines, it’s because you don’t yet have the right tools and timing to motivate them on their […].

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Gamification Management Marketing 92

Call Design

OCTOBER 29, 2021

Gamification represents one of the fastest growing methods of building engagement with 60% of agents reporting that they felt more engaged after gamification had been introduced into their training and work. It is for this very reason that gamification has become so popular all over the world. Gamification Builds Engagement.

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Gamification Customer Service Consulting Consulting 78

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Gamification Technology There are a handful of tech companies that offer gamification solutions but they’re not all created equal.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Beyond Philosophy

APRIL 6, 2016

For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. They are looking for better experiences across channels, as well as reasons to spend.

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Gamification Benchmark Automotive Wireless 236

Call Design

NOVEMBER 14, 2021

Boosting employee motivation, training effectiveness, and quality of output can all be done by an ingenious method called gamification. Gamification refers to incorporating gaming elements into the training process or other elements of a workplace to diversify and improve the agent development. Read on to discover what they are.

Gamification 78

Gamification Consulting Consulting Management 78

DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Gamification solutions are designed to improve “connectedness” for agents working at home, and to enhance engagement for employees performing their job in a physical contact center setting.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Call Design

FEBRUARY 27, 2022

As the pandemic shows no end in sight, operations managers need to employ solutions such as gamification to boost productivity. So how does gamification help? Here are ways contact centres can harness the power of gamification to boost performance and engagement in remote teams. Gamification can help with this.

Gamification 78

Gamification Consulting Consulting Management 78

Fonolo

MARCH 22, 2022

One strategy employed by many companies is “gamification.” Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group. What is Call Center Gamification? Gamification is the introduction of interactive, game-like principles and elements into different contexts.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Gamification is no longer a buzzword. The Psychology Behind Gamification. Gamification drives employee behavior to achieve organizational objectives and reach the level of self-actualization. Why Does Gamification Work? According to Professor B.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

Playvox

JANUARY 30, 2024

One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification? Why Gamification? Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

CCNG

JUNE 8, 2022

Gamification solutions that engage agents and align/reinforce performance targets ? ? ?Gamification They really couldn’t be called “true” gamification programs. ? ?This It’s among one of the first modern performance management systems designed specifically for contact center operations.

Contact Center 195

Contact Center CCNG Gamification Coaching 195

Callminer

NOVEMBER 13, 2019

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

Gamification 182

Gamification 182

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

Callminer

JULY 16, 2018

Use gamification. Gamification is the use of games and technology to offer incentives to employees based on their performance metrics. The idea of gamification encourages agents to use your software solutions, follow scripts, and keep your contact center on track to meet ongoing goals.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

ShepHyken

MAY 26, 2023

These programs go beyond transactional rewards and focus on creating meaningful, personalized interactions that foster lasting loyalty. These programs revolutionize how businesses engage and retain customers by incorporating elements such as gamification, personalization, experiential rewards, and social loyalty.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start? A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

SQM Group

FEBRUARY 27, 2024

High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates.

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Gamification 108

Call Center Weekly

NOVEMBER 8, 2017

From authoring and leading a client success program, to journey mapping, to gamification, to managing a complex contact center, Nate is the guy to do it right and produce results. He is known for bringing a unique energy to the table that engages employees and takes teams to the next level. Follow the leader: LinkedIn | Twitter | Blog.

Journey mapping 167

Journey mapping Gamification Contact Center Management 167

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Beyond Philosophy

APRIL 6, 2016

For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. They are looking for better experiences across channels, as well as reasons to spend.

Gamification 150

Gamification Benchmark Automotive Wireless 150

CX Accelerator

MARCH 28, 2018

There is undeniable science behind the "gamification" movement that deserves our attention. Gamification (using game mechanics to drive agents toward high-value behaviors) is one additional technique that can be used to design meaningful play at work. Do your employees have a sense of curiosity and excitement about their work?

Gamification 140

Gamification Employee engagement Contact Center Self service 140

Amplifai Coaching Category

JULY 22, 2024

25+ gamification statistics showcasing its impact on employee productivity, customer engagement, and business growth. Learn why 70% of top companies are already using gamification in their organization and why you should be too.

Gamification 52

Gamification 52

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

ShepHyken

SEPTEMBER 13, 2023

Gamification (I love that word) allows for interactions that get customers to engage in some of the most fascinating ways. Due to new and amazing technology, smart companies are interacting with their customers in ways never before imagined.

Customer Experience 183

Customer Experience Customer Service Gamification Technology 183

Call Center Weekly

NOVEMBER 1, 2017

Elaine is working on her Level 3 (Master Tradesman) Gamification certification from Sententia and expects to have it completed before the end of 2017. She is a Certified Professional in Learning and Performance (CPLP) and is currently the Training & Development Manager at ICMI. What is she learning next?

Gamification 149

Gamification Management 149

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. Accelerate resolutions with AI-powered agent assistance. Monotony can be alleviated by changing scripts or desk placement, for example.

Call Center 196

Call Center Self service Gamification Contact Center 196

TeleDirect

MARCH 13, 2025

A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated. A: Key skills include active listening, problem-solving, empathy, technical proficiency, and adaptability. Q3: How can we make training sessions more engaging? Q4: How do we measure the effectiveness of agent training?

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62