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

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. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Noble Systems

JULY 30, 2019

That’s why one BPO turned to Noble Gamification — to bring a new sense of motivation to debt collectors and improve business results. 3 Benefits of Debt Collection Gamification. Gamification creates friendly competition within the BPO organization to motivate collectors without pushing them to turn toward unjust practices.

Gamification 53

Gamification Automotive Coaching Morale 53

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

Noble Systems

OCTOBER 18, 2018

Agent turnover negatively impacts productivity and costs, as well as team morale and customer satisfaction. Gamification motivates employees to stay on track. One tried and true method is to employ gamification. Why gamification works. Why is gamification so effective at improving productivity?

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Outsource Consultants

SEPTEMBER 14, 2021

Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. Higher customer satisfaction and higher agent morale. Make It Fun: Whether through big changes (like gamification software) or smaller initiatives (like reward contests), look for opportunities to increase agent morale.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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

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

Outsource Consultants

NOVEMBER 29, 2021

Depending on your industry, the shift to remote environments might be a boon or a bust for your business. This has created improvements to team efficiency, bottom-line revenue, and agent morale. Consider LMS or gamification platforms to help raise morale around ongoing remote training and work. Here’s a few: Team Culture.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

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. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Noble Systems

JULY 24, 2020

With a changing economy, high unemployment, increasing competition and consolidation, massive regulatory burden, and evolving legal requirements, the collections call center industry is reacting by embracing new approaches and new technologies to improve efficiencies, boost recovery rates, and beat the competition.

Call Center 87

Call Center Technology Gamification Morale 87

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

DECEMBER 13, 2018

Managers can keep both morale and productivity high by incentivizing employees. What’s Inside: Gamification in the Contact Center. It is important for management to acknowledge this reality and find creative ways to recognize those working in customer service and call center roles. The Top Contact Center Trends to Watch in 2019.

Customer Service 113

Customer Service Call Center Gamification Self service 113

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019. Storyline: Gamification. Going forward, what will these trends be? Look no further … we have you covered!

Contact Center 73

Contact Center Gamification contact center workforce Education 73

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Fonolo

APRIL 5, 2022

Despite the $330 billion market value of the global call center industry , attrition is worse for call centers than in any other field. The Manager’s Guide to Call Center Gamification. Call center leaders should understand change management well so they can support their employees with the ever-changing industry.

Call Center 99

Call Center Contact Center Gamification Construction 99

Aspect

JANUARY 21, 2019

Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Playvox

MARCH 27, 2023

Alternatively, burnout is a legitimate concern that impacts numerous people in various industries. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Calabrio

APRIL 11, 2025

Shadowing live calls helps trainees understand nuances, hear best practices in action, and ask questions in context, while also fostering social learning, a more collaborative culture, and better team morale. Industry-Specific Regulations: Any rules relevant to your sector (e.g., PCI-DSS in finance, HIPAA in healthcare).

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Playvox

APRIL 11, 2023

Ongoing learning opportunities keep staff updated on industry trends, best practices, and customer service techniques. Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged. Related Article: How Gamification Can Help Call Centers Operate More Efficiently 5.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Outsource Consultants

JANUARY 13, 2025

Leveraging Cloud-Based Solutions Cloud-based call center software has transformed the industry. Gamification Boosts Engagement and Motivation Gamification transforms routine tasks into engaging challenges. Design your gamification strategy carefully. Ensure it promotes teamwork rather than cutthroat competition.

Call Center 67

Call Center Management Gamification call center software 67

Noble Systems

APRIL 14, 2021

The call center industry especially is known for high employee attrition rates. With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. Likewise, the virtual option offers benefits for employees.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Interaction Metrics

FEBRUARY 20, 2025

We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. This not only boosts customer satisfaction but also enhances employee morale and engagement. You can also encourage your customer base to participate through gamification.

Surveys 62

Surveys Benchmark Feedback Metrics 62

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Giving your teams a creative mission to embrace may help combat a low morale.

Contact Center 62

Contact Center Morale Gamification Transportation 62

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. The contact center industry is accustomed to navigating external events that drive change. Contact center morale is important – even more so in today’s environment.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

ProProfs Blog

AUGUST 6, 2021

Many of these employee engagement solutions come with an option to recognize your peers in the industry. Culture Amp is an all-in-one employee engagement solution to run culture surveys, create performance reviews, analyze employee morale, and more. In addition, you can even access your industry-specific blogs, news, webinars, etc.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

CSR Inc.

JULY 17, 2016

But the role of tech in the call center industry stretches well beyond enabling virtual agents. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. It’s a good look at some of the technology poised to change – or already changing – the call center industry.

Call Center 48

Call Center Technology Gamification Coaching 48

Fonolo

FEBRUARY 14, 2019

Call centers have become notorious for possessing one of the highest employee attrition rates of any industry. This is a staggering number, given that the average employee turnover rate in 2015 for all industries in the United States was 16.7 What’s Inside: Gamification in the Contact Center. Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Outsource Consultants

JANUARY 9, 2025

Several key strategies can significantly enhance agent effectiveness and morale. Gamification and Incentive Programs Gamification introduces elements of competition and reward into the workplace, boosting motivation and performance. Improving their performance and job satisfaction optimizes contact center operations.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

delighted

APRIL 27, 2021

Gamification of the survey can also improve the response rate. Also, taking the time and effort to work on a product that doesn’t solve your clients’ problems is a major cost to your company, not to mention the morale of your team. Simply put, you don’t! Customer feedback guides product.

Feedback 98

Feedback Surveys Management Advertising 98

Playvox

OCTOBER 12, 2022

While some contact centers are considering a move back to a fully on-site workplace, there are clear signs remote work is here to stay —across industries and for customer experience organizations in particular. Stay aware of the warning signs of underperformance or low team morale and communicate to get to solutions.

Best practices 76

Best practices Contact Center Management contact center solutions 76

ClearAction

NOVEMBER 21, 2015

Because being out of touch with reality means wasted opportunities, time, confidence, morale, and costs. Silos are exhausting for customers and employees alike, causing distrust, low morale, and churn. On the flip side, being in touch with reality avoids these drags on profitability. What erodes trust?

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

Liveops

SEPTEMBER 2, 2020

This laissez-faire approach to education has detrimental effects on worker morale, particularly in the early days of a position. Another key to success in adult learning is gamification. A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. .

Education 62

Education Gamification Morale Call Center 62

Liveops

MARCH 12, 2020

This laissez-faire approach to education has detrimental effects on employee morale, particularly in the early days of a job. Another key to success in adult learning is gamification. A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. . Their top complaint?

Education 62

Education Gamification Construction Morale 62

Calabrio

JUNE 17, 2019

As an industry we have been saying for years that the remote office is right around the corner. Add Gamification. Studies have shown that implementing a gamification component to your KPI’s is a very effective way to motivate your employees to high levels of performance. Offer Work From Home Opportunities.

Contact Center 40

Contact Center Management Gamification Morale 40

Balto

SEPTEMBER 26, 2024

Call Quality Assurance in the Modern Age The journey of quality assurance in call centers is a testament to the industry’s adaptability and commitment to excellence. Maintaining Agent and Rep Morale Obstacle: Constant monitoring and feedback can negatively impact agent and rep morale if not handled sensitively.

Call Center 52

Call Center Coaching Morale Calibration 52

Playvox

MARCH 12, 2023

Implementing continuous training and development programs can help customer service agents improve their technical knowledge, stay current on industry practices, and provide better customer service due to enhanced soft skills. Showing that you care goes a long way in helping boost team morale and, as a result, performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52