Call Design

AUGUST 4, 2020

This is where gamification can help. Gamification is typically split into smaller “levels” that agents can complete in their own time. Gamification can also work as a sort of training device for implementing new processes as well as developing the skills of new contact centre agents. Encourage Learning. Improve Motivation.

Gamification 78

Gamification Entertainment Employee engagement Customer Experience 78

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

Noble Systems

JUNE 10, 2019

Gamification: the application of game mechanics across the generational spectrum to motivate employees intrinsically and extrinsically for the purpose of aligning agent activity and company goals. The post New Integration Unveiled: Noble Gamification + CustomerCount Enterprise Feedback appeared first on Noble Systems.

Gamification 75

Gamification Enterprise Feedback Employee engagement 75

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Some of the reasons driving disengagement include pay, industry, management, and company culture. Gamification is no longer a buzzword. The Psychology Behind Gamification. The Impact Of Behaviour Change In The Workplace – eLearning Industry ).

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

DMG Consulting

JANUARY 3, 2020

Question: Our new workforce management (WFM) solution includes gamification capabilities. Organizations in many industries are leveraging the positive contributions of gamification in many areas of the enterprise, from human resources to risk management. . How should we use this feature?

Gamification 78

Gamification Management Coaching Quality management 78

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

MAY 27, 2021

Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Noble Systems

DECEMBER 18, 2018

That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. A recent study conducted by CSO Insights, says that sales goal attainment across geographies and industries dropped from 63% in 2012 to 53% in 2016. All of them can be enhanced with gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Noble Systems

MARCH 20, 2019

To this end, the use of call center gamification represents a bona-fide breakthrough. How Gamification Works. So how does gamification work? In fact, gamification ranks as one of the most significant trends to bolster employee performance and satisfaction in decades—and if you’re not in tune to it, your competitors are.

Gamification 75

Gamification Call Center Customer Experience Banking 75

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Some of the reasons driving disengagement include pay, industry, management, and company culture. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

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

Noble Systems

AUGUST 8, 2019

These factors contribute to lower attrition rates in an industry fraught with high levels of turnover. 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. Not the case with gamification.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

TeleDirect

APRIL 7, 2025

Data handling policies Confidentiality agreements Industry-specific regulations (e.g., 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. healthcare, finance) 5.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. And top-industry analysts agree: Genesys is the only leader in both cloud and on-premises customer experience solutions. nGUVU is the global leader in contact center employee engagement.

Gamification 72

Gamification Technology Employee engagement Engineering 72

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. The contact center industry is rapidly evolving – whether you’re in the fleet space like Donlen or something else – with a variety of macro trends…”. Steve Bufton. DonlenFleet.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Noble Systems

JANUARY 15, 2019

To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. Defining the key performance indicators (KPIs) in each of these areas will help you determine what to reward through gamification. Payment Disclosure.

Gamification 60

Gamification Customer centricity Contact Center Average Handle Time 60

Beyond Philosophy

APRIL 6, 2016

Some companies, however, go too far with benchmarking initiatives; and they can become hyper-concerned, even obsessed, with competitive focus inside of their industry. For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device.

Gamification 150

Gamification Benchmark Automotive Wireless 150

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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

ShepHyken

DECEMBER 5, 2022

But this year, perhaps more than any other, feels especially monumental, as 2022 was not only the year the world returned to relative normalcy – it was the year the hospitality industry finally roared back to life. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Customer Service 185

Customer Service Gamification Customer Support Customer centricity 185

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

TeleDirect

MARCH 13, 2025

A: Training duration varies by industry, but a 1-2 week structured program with ongoing coaching is recommended. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated. Ensures agents feel confident and valued in their roles. Q3: How can we make training sessions more engaging?

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Outsource Consultants

JUNE 6, 2022

Implement Gamification Systems. Anyone who’s ever taken a quick evening walk to “hit their steps” or took a few moments to practice French after their Duolingo app reminded them they were in danger of losing their streak knows that gamification can be highly effective. A recent study showed that 80 percent of U.S.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Vistio

OCTOBER 17, 2024

This recognition places Vistio among the best in the learning and development industry and highlights our commitment to improving the contact center experience through innovative technology. We are proud to be among such outstanding innovators and look forward to seeing how learning technology continues to transform industries worldwide.

Gamification 52

Gamification First call resolution Contact Center Metrics 52

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%.

Coaching 64

Coaching Gamification Employee engagement Morale 64

CSM Magazine

MARCH 27, 2025

Gamification to Keep Users Hooked Progress bars, badges, leaderboards – they turn every interaction into a mini-game. From lightning-fast support to personalized offers and gamified experiences, theyve set a bar that other industries can and should aim to reach. That taps into our natural love of challenges and achievements.

Gamification 52

Gamification Entertainment Personalization Technology 52

Noble Systems

MARCH 5, 2020

In part one of a series published in Telecom Reseller , Noble Systems SVP, Chris Hodges, conducts a Q&A with Industry Principal at Frost & Sullivan, Nancy Jamison, addressing the future of AI in the contact center. Noble Systems has a solution to combat high turnover: Gamification.

Gamification 76

Gamification Contact Center Interactive Voice Response Technology 76

Fonolo

FEBRUARY 16, 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. Contact centers are one of the last industries to hold out against the gig economy for several reasons. Gig Working Platforms.

Call Center 134

Call Center Technology Gamification Contact Center 134

Call Design

JANUARY 20, 2022

Another method of building engagement that is pivoting is gamification. The Power of Gamification. The adoption of gamification in contact centre’s is running full throttle – because it works! This is a true testimony to the value obtained by implementing gamification.

Gamification 78

Gamification Coaching Construction Employee engagement 78

ShepHyken

FEBRUARY 18, 2024

I haven’t seen an article about “gamification” in quite some time. My Comment: Calix is a platform that companies in the cable TV and Internet industry use to help run and manage their businesses. Even if you’re not in the industry, there is relevant information for everyone. Seriously, there are good tips.

Customer Service 166

Customer Service Gamification Customer retention Customer Experience 166

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

NOVEMBER 23, 2021

Contact Center Trends: Industry Predictions for 2022. That explains the 600% increase in call volume across various industries’ call centers. That’s a big hit to an industry that already experiences a 30-45% agent attrition rate outside of COVID! Such an increase would overwhelm any normally staffed contact center.

Call Center 148

Call Center Abandon rate Gamification Education 148

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Noble Systems

OCTOBER 11, 2018

Industry stats on employee turnover and the actual cost to businesses are scary. According to Deloitte Analyst Josh Bersin, some industries, including detail, customer service and hospitality, are now seeing turnover rates between 30-40%. Gamification is a powerful solution that should be included. What is Gamification?

Gamification 74

Gamification Employee engagement Call Center Morale 74

Fonolo

JUNE 17, 2021

The call center industry is booming, with over 80% of Fortune 500 companies using virtual agents to support customer service. This also means that there are thousands of people in the call center industry, which makes it easy for employees to perceive a lack of opportunity for career progression. Give them a chance to progress.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Outsource Consultants

DECEMBER 13, 2021

No matter what our colleagues in the BPO industry may have added to their own lists , here are some ideas that are guaranteed to impress. If you’re focused on modernizing your training approach, consider collaborating with a third party that can offer training experience across different industries. Agent Recognition & Incentives.

outsourcing 128

outsourcing Gamification Morale Call Center 128