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

Noble Systems

OCTOBER 18, 2018

Whether you capture this data via post-call surveys or other means, CSAT and Net Promoter scores directly measure how satisfied customers are with the support and service you provide. Gamification motivates employees to stay on track. One tried and true method is to employ gamification. Why gamification works.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

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

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. Leverage social media surveys.

Surveys 62

Surveys Benchmark Feedback Metrics 62

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

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

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

Nicereply

APRIL 7, 2020

The easiest way to do this is to empower your customers to share their opinions about the service they’ve received from you through surveys. All Nicereply surveys are fully customizable, so you can make the design of your surveys match your business’s color palette and style. What sets LiveAgent apart from the competition.

Gamification 90

Gamification Surveys B2C Feedback 90

Fonolo

JUNE 22, 2021

Communication can make or break any team, regardless of industry or function. How to Make a Call Center Agent Engagement Survey. Gamification and performance-based incentives. It’s free – we promise!). Employee Engagement Tip #1: Invest in communication. Employee Engagement Tip #2: Give them real benefits.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Call Design

SEPTEMBER 9, 2021

Incorporating industry best practice and key milestones is key, along with the continual updating and development of the plan to suit changing business environments and new ways of thinking. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

Noble Systems

JUNE 7, 2019

For industry analysts, one of the key points of the SNUG experience is to get an impression of our company and products, and most importantly, how we help customers improve processes and performance. One of Paul’s favorite topics to write about is gamification – he has an extensive catalog of published analysis on the technology.

Gamification 75

Gamification Contact Center Coaching Education 75

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. A Tata Consultancy Services survey found that 31.7% Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents.

Technology 122

Technology Customer Service Gamification Contact Center 122

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. That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. 3 Great Ideas — and How to Get Started.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Fonolo

DECEMBER 13, 2022

Customer satisfaction score: Conduct customer surveys through Fonolo’s interactive voice response (IVR) to discover customer satisfaction scores. Offering agent engagement surveys and incentives for completing them. . Experiment with gamification. . You can even do this for individual agents and monitor improvement. .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel.

Contact Center 83

Contact Center Gamification Benchmark Metrics 83

Noble Systems

FEBRUARY 10, 2021

To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development. Self-serve is the new “preferred” service. Limited self-service options and the typical tiered approach to customer service are no longer hitting the mark.

Contact Center 98

Contact Center Gamification Self service Analytics 98

aircall

JANUARY 6, 2021

Financial services are not only important to consumers, the financial services industry plays an important role in the financial health of our country , which has a direct effect on the national economy. . The financial services industry is instrumental in managing financial risks on a national level and keeping the economy strong.

Sales 62

Sales Banking Call Center Upselling 62

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. There are many different leadership activities I have done in the call center industry…”. If you put your mind to it, you can learn a lot about leadership.

Call Center 182

Call Center Management Scripts Coaching 182

Aspect

OCTOBER 19, 2017

What We Think: IVR experiences vary by design, a good containment rate for one industry might not be desirable or realistic for another one. Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done. The survey will remain open until April 15, 2018.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Cincom

FEBRUARY 21, 2025

2- Leveraging Interactive Learning Tools and Gamification Modern learning methods, such as interactive training modules, simulation-based learning, and gamification, can significantly improve knowledge retention and engagement. 6- What is CPQ Cloud Training?

Sales 40

Sales Gamification Finance Best practices 40

Liveops

MARCH 11, 2021

Quarterly surveys are very common, however, they tend to be lagging indicators. . Liveops leverages a social network platform that includes gamification, events and networking among agents. . An important piece to integrate is real-time feedback. Try not to align employee happiness with employee engagement.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). 44% of people surveyed in the U.S. This is listed by 34% of U.S. billion in 2017 to USD 93 billion by 2022!

Call Center 85

Call Center Airlines Contact Center Self service 85

ijgolding

NOVEMBER 23, 2018

Gamification. To bring this question to life, I want to share a new, exciting development in the UK banking industry. Even more significantly, the outcome of the bi-annual survey MUST be published for all customers to see. There are many, many reasons that sit behind this very significant problem. Organisational silos.

Banking 83

Banking Gamification Customer centricity Personalization 83

ChurnZero

MAY 4, 2023

Monitor customer feedback for common threads Prior to the re-launch, we put together several customer feedback roundtables and fielded a survey to solicit customer input. ” Ambassadors are ChurnZero champions and product enthusiasts, with diverse industry and global representation.

SaaS 98

SaaS Gamification Best practices Feedback 98

Noble Systems

OCTOBER 22, 2018

Gamification, which applies game mechanics to engage employees by tracking and rewarding desired behaviours, has made recent gains in popularity in the global financial industry due to its effectiveness in improving engagement, customer experience and customer loyalty. Customer Effort Score. Agent gave correct information.

Banking 48

Banking Gamification Customer centricity Surveys 48

Outsource Consultants

JANUARY 9, 2025

A TalentLMS survey found that 76% of employees are more likely to stay with a company that offers continuous training. Gamification and Incentive Programs Gamification introduces elements of competition and reward into the workplace, boosting motivation and performance.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Balto

SEPTEMBER 21, 2022

Gamification. Gamification drives agents to want to achieve through the spirit of competition. Earlier this year, Balto conducted a survey of over 500 agents across industries and found that two out of three wanted to change their script — particularly tenured agents who have the most familiarity with the talk tracks.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Balto

MAY 13, 2022

It’s typically measured with surveys. In an industry where turnover rates can average 25% to 40% , anything you can do to reduce attrition and keep skilled team members on board is crucial. In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Gamification. This empowers agents.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

ProProfs Blog

SEPTEMBER 17, 2021

Read more: Your Ultimate Guide to Employee Engagement Surveys. Career Builder Survey shows that 3 out of 5 workers are burnt out in their current job while 31% of workers face a large amount of stress. Make Use of Employee Benefit Surveys. Benefit surveys are a great way to collect feedback from your employees.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Playvox

AUGUST 15, 2022

In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders. Training was cited by remote agents surveyed for the research as a key success factor, but it must be well-designed and delivered effectively.

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Over half the managers we surveyed told us they work remotely five days per week, and the overwhelming majority (84%) said they were happy with that.

Contact Center 70

Contact Center Management Gamification Surveys 70

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. In an Ernst & Young survey , 56% of Gen Xers said they felt most included at work when they perceived that they were respected.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

Outsource Consultants

FEBRUARY 27, 2025

Some centers have adopted gamification techniques to make product training more engaging. This comprehensive approach to training and development in Indian call centers sets new standards for the industry globally. Customer satisfaction surveys are now more targeted and actionable.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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. Creative team building and sharing are also important, according to the customer service agents surveyed. Train Well.

Best practices 76

Best practices Contact Center Management contact center solutions 76