CCNG

SEPTEMBER 27, 2023

Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk. More time, more money, and more frustration. All this costs more money.

Management 195

Management Average Handle Time Self service CCNG 195

Noble Systems

SEPTEMBER 20, 2019

It also indicates how good agents are at quickly navigating a knowledge base and addressing issues on their own without having to transfer a call or get help from a supervisor. Build a knowledge base. Implement gamification. Enter gamification. Gamification is not just about having fun. Abandon Rate.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

TechSee

JUNE 4, 2019

When gamification is introduced into a call center environment, agents compete to complete objectives and outpace other agents in specific KPIs such as hours worked, lessons learned or average speed to answer. Gamification is an immersive, exciting experience that engages and motivates agents. Get in the game.

Call Center 117

Call Center Technology Gamification Coaching 117

Outsource Consultants

APRIL 12, 2021

Here are some ideas: Leverage a knowledge base. A knowledge base is a solution that provides agents of all levels a reliable location to pose questions, get answers, and exchange valuable training resources. Training Tip: Have the trainer ask a question, and have the trainees search for answers in the knowledge base.

Management 125

Management outsourcing Gamification Average Handle Time 125

Fonolo

MAY 4, 2021

Investing in training and re-training your agents and expanding the knowledge base of existing contact center staff will result in fewer costly mistakes, an increase in the number of calls an individual agent can handle in a shift, faster resolutions, and an overall positive impact on your call center metrics.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Fonolo

JUNE 22, 2021

Gamification and performance-based incentives. Invest in a premium integrated call center technology that also houses knowledge bases and supports agent feedback. Shop only for the highest-quality call center software that includes call-routing, cloud-based calling, and sophisticated reporting.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Outsource Consultants

SEPTEMBER 14, 2021

Here’s what you can do now: Knowledge Base: Consider implementing a central source of truth to assist your agents across common customer queries. Knowledge base software can unify your process, reduce agent error, and has been proven to increase first-call resolutions and improve agent satisfaction.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

TechSee

SEPTEMBER 2, 2020

Companies can invest in technologies that improve the call center workflow, such as enabling agents to check the availability of subject matter experts, collaborate on FAQ documents, or access online internal knowledge bases. Introduce fun through rewards and gamification. billion from 2020 to 2024.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

OctopusTech

APRIL 25, 2019

Knowledge Bases or Information portals. Freshdesk has also followed the unique gamification trend to rewards agents with points for each ticket that was solved successfully and in time. The system gives agents access to the centralized knowledge base that helps them to solve any case. Social Customer Support.

Customer Support 90

Customer Support Gamification Multi-channel support Self service 90

Fonolo

JANUARY 31, 2023

These profiles help expand your call center agents’ knowledge base and give them the information they need to effectively manage customer complaints and resolutions. A shared company knowledge base is a great choice. Use incentives and gamification Call center training material can get pretty dry.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Noble Systems

SEPTEMBER 20, 2019

It also indicates how good agents are at quickly navigating a knowledge base and addressing issues on their own without having to transfer a call or get help from a supervisor. Build a knowledge base. Implement gamification. Enter gamification. Gamification is not just about having fun. Abandon Rate.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

ProProfs Blog

SEPTEMBER 9, 2020

Leverage Gamification. 5. Leverage Gamification. One solution is to leverage gamification in your loyalty program by including multiple tasks and achievements to unlock. Some even offer customers rewards based on certain actions like earning a new membership level after spending a certain amount of money.

Gamification 144

Gamification Customer retention Metrics Sales 144

TechSee

JUNE 25, 2019

The same computer vision AI technology that interconnects humans with technology to provide superior CX can also be utilized to reduce contact center agent workload through better agent decision-making and company-wide knowledge sharing through the creation of dynamic visual knowledge bases. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

JUNE 17, 2015

Use incentives and gamification. Curate a knowledge base. If you're not taking advantage of our hardwired ability to turn stories into knowledge, you're wasting a lot of energy. Use incentives and gamification. Add a few gamification elements and your call center will be singing.

Call Center 96

Call Center Gamification Coaching Contact Center 96

CSM Magazine

JUNE 10, 2021

Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Make internal knowledge easily available – move away from “knowledge management” and towards “knowledge sharing”. After all, they’ll also be looking for improvement ideas. .

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

TechSee

MARCH 7, 2019

Decision support tools help agents make faster, smarter decisions based on problem diagnoses, previous successful actions and other relevant contextual information. Gamification. The relationship between agents and VEAs must also be a two-way street.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Outsource Consultants

AUGUST 3, 2020

Educate — Knowledge is power, and equipping your agents with Knowledge Base and CRM technology gives them better intelligence to pinpoint customer challenges, with prior call history, previous transactions, and other useful information available on-demand. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Cincom

FEBRUARY 21, 2025

Organizations should also provide access to knowledge bases, video tutorials, and user forums to support ongoing learning. By segmenting training based on job functions, companies ensure that each role gains relevant, practical knowledge that enhances their efficiency and effectiveness.

Sales 40

Sales Gamification Finance Best practices 40

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers. Request a demo today to learn more!

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Noble Systems

MARCH 30, 2020

Gamification applies game elements and principles in non-game settings such as work environments. It effectively and efficiently builds knowledge and motivates employees to align their behaviors with customer needs and those of the company, and provides quick and continuous feedback to agents to keep them engaged.

Management 90

Management Gamification Contact Center Coaching 90

ProProfs Blog

SEPTEMBER 20, 2019

The brand drives customer retention using two elements – referral programs and gamification. The brand has also introduced a gamification element that shows how far your friend or acquaintance has reached in the buying experience. Providing them with an internal knowledge base does the job for you.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Outsource Consultants

JANUARY 13, 2025

A study by the Brandon Hall Group found that companies using video-based learning achieve 50% faster productivity gains compared to those that don’t. Create Comprehensive Documentation and Knowledge Bases A centralized knowledge base serves as a one-stop-shop for all information agents need.

Call Center 67

Call Center Management Gamification call center software 67

Momentum Telecom

DECEMBER 15, 2024

Intranet Updates: Use an internal knowledge base or landing page to centralize updates and resources. Bonus Tip: Make adoption fun with gamification and swag Adoption isnt a one-size-fits-all outcome. Your success will largely depend on your user base. 30 days out, one week out, day of migration).

Gamification 72

Gamification Enterprise Metrics Feedback 72

CSM Magazine

DECEMBER 5, 2017

Gamification. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z. Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important.

Customer Service 80

Customer Service Gamification Self service CRM 80

Outsource Consultants

MARCH 4, 2025

In Manila, call centers deploy chatbots with localized knowledge bases, allowing them to understand and respond to region-specific queries effectively. Many Manila centers have adopted gamification techniques to reinforce customer-centric behaviors. Examples include: Points and rewards for achieving customer satisfaction goals.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

CSM Magazine

FEBRUARY 19, 2025

Solution Gamification and Rewards Systems Incorporate points, badges, or progress trackers to mark therapy milestones or consistent app usage. Lack of Personalization: One-size-fits-all solutions may disengage users who don’t feel addressed on an individual basis because mental health is deeply personal.

APIs 52

APIs Healthcare Gamification Consulting 52

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Liveops

FEBRUARY 28, 2019

Our certification programs set Liveops apart from other providers with a variety of self-paced learning approaches including social tools and gamification programs to optimize agent performance. Forums to build regional connections through geo-based groups. Liveops agents also learn to leverage our industry-leading security platform.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Here are some of the 2019 trends that help to humanize interactions between companies and their customers.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

inSided

OCTOBER 2, 2019

Provide an online knowledge base (that’s easily maintained) The ultimate way to make the most of self-service and drive Customer Success efforts for B2B SaaS companies is to gather all the fantastic content created within your online community and use it to fuel your knowledge base. What's not to love?

Self service 67

Self service B2B SaaS Gamification 67

Fonolo

APRIL 5, 2022

This means staying on top of scheduling, ensuring all staff are equipped with the proper skill-set and knowledge base to support incoming customer queries, and providing support to team members as required. The Manager’s Guide to Call Center Gamification. Patience under pressure. Change management.

Call Center 99

Call Center Contact Center Gamification Construction 99

Hodusoft

FEBRUARY 9, 2022

Most of them are comfortable and rather enjoy getting information about a product/service/company using the tools available on the website, customer portals such as control panel, and knowledge bases. is something customers prefer as it means no long call hold and waiting times. The way forward.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

ChurnZero

MAY 4, 2023

Vanilla offered new elements that we were looking for such as: gamification to drive adoption and engagement; customization; and comprehensive analytics. Vanilla also enabled us to link our knowledge base within our community. After a careful evaluation, we selected Higher Logic Vanilla.

SaaS 98

SaaS Gamification Best practices Feedback 98

Tethr

JUNE 5, 2020

As long as your reps have an updated knowledge base, scripts are not necessary. Gamification works. Gathering feedback from those employees in the trenches matters.Send out anonymous surveys, put out a suggestion box, hold weekly roundtables and emphasize the importance of the agent’s experience. Get rid of scripts.

Morale 64

Morale Contact Center Gamification Scripts 64

Vistio

DECEMBER 23, 2020

Gamification, contests, and prizes, for example, are just a few of the tricks the industry has tried to keep agents engaged. And unless that changes, any gamification or prizes are just covering up the symptoms of a bad agent experience. But what if we focused on improving the agent experience simply by making the job easier?

Gamification 52

Gamification Contact Center Customer Service Customer Experience 52

Real Blue Sky

JULY 12, 2022

Incentives and Gamification. Using incentives and gamification is a great example of using advanced technology in contact center training. Gamification is the process of using game-thinking and game-mechanics to engage users with a fun and rewarding learning environment. Self-Serve Knowledge.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Outsource Consultants

JANUARY 9, 2025

Gamification and Incentive Programs Gamification introduces elements of competition and reward into the workplace, boosting motivation and performance. Implement an intuitive knowledge base, FAQs, and AI-powered chatbots to handle common queries.

Contact Center 67

Contact Center Gamification outsourcing Self service 67