Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. What is Gamification? Why Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

delighted

APRIL 27, 2021

Guest contribution by Christopher Beck, Product Manager at MediaMath. For many product managers, customer feedback is the key to making a product successful. This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Product survey best practices.

Feedback 98

Feedback Surveys Management Advertising 98

Noble Systems

DECEMBER 18, 2018

Conventional motivational tactics are no longer effective, whether you manage an enterprise or contact center sales organization. That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. All of them can be enhanced with gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

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Contact Center Call Center Gamification Wait times 345

Noble Systems

AUGUST 8, 2019

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. Gamification can help right from the start. Leverage gamification for at-home agent onboarding. Not the case with gamification.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Nicereply

NOVEMBER 21, 2019

by Gabriel Holota, who works there as a Customer Support Manager. Basically, you create a short survey with several options to rate (stars, smileys, thumbs), put a link to that survey in your e-mails and wait for your customers to score you. So, during the first 4 years, we managed to accumulate less than 1500 ratings with avg.

Gamification 75

Gamification Surveys Feedback Customer Support 75

CCNG

APRIL 20, 2022

Implementing a performance management system with a robust data architecture that automates data integration and delivers performance intelligence to any business stakeholder is vital.? Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

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

ConvergeOne

SEPTEMBER 6, 2022

Part 1 and Part 2 of this blog series detail the first three steps to effective Workforce Engagement Management. Drive Agent Performance Improvements with Gamification. Gamification can be as simple as highlighting an existing metric and providing a “leaderboard” ranking individual achievement of that metric.

Gamification 73

Gamification Interactive Voice Response Management Surveys 73

TechSee

SEPTEMBER 29, 2020

Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. Reduce second-time calls with better FCR. Accelerate resolutions with AI-powered agent assistance. Use automation as a force multiplier.

Call Center 196

Call Center Self service Gamification Contact Center 196

Noble Systems

OCTOBER 18, 2018

Managers should set the desired threshold for agents and teams. 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. Why gamification works.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Agents can ask for assistance via chat; supervisors can provide feedback through team meetings, suggestion boxes or surveys. Keep the Focus on the Customer Experience.

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Gamification Contact Center Metrics contact center solutions 145

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. 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

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. There are a number of things contact center management can do to improve AHT. Implement gamification. Enter gamification. Optimize call routing.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Calabrio

MARCH 7, 2025

High turnover at contact centers poses a significant challenge for workforce management, training, and maintaining service consistency. Poor Work-Life Balance: Inflexible schedules, long hours, and difficulty managing personal life can lead to agent dissatisfaction and attrition. Crucially, it can also be incredibly costly.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

TechSee

JUNE 4, 2019

The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Get in the game. Make the workplace fun again. Whisper coaching.

Call Center 117

Call Center Technology Gamification Coaching 117

TechSee

SEPTEMBER 2, 2020

Managers can assign collaborative tasks that encourage team members to stay connected and work together to meet specific goals. Companies can conduct periodic surveys on what employees think about the current way of working, enabling management to make changes that increase motivation. billion from 2020 to 2024.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

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

Noble Systems

OCTOBER 25, 2017

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. About Fidotrack, LLC. .

Gamification 40

Gamification Call Center Management Coaching 40

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

Callminer

APRIL 24, 2020

Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

JUNE 22, 2021

This guide also breaks down how strong agent engagement can significantly boost revenue and overall call center metrics – two good reasons for call center managers to take their employee engagement seriously. How to Make a Call Center Agent Engagement Survey. Gamification and performance-based incentives.

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Call Center call center software Employee engagement Gamification 151

Vonage

OCTOBER 22, 2015

John also suggests integrating a customer survey into the CRM system, so that it’s launched immediately after the transaction has closed. ContactWorld Quickstart for small businesses can help you to provide a personalized service to every enquiry and connect customers straight to their rep or account manager. Gamification.

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Technology Customer Service Gamification Wireless 113

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

Noble Systems

FEBRUARY 24, 2019

Findings from Mercer Consulting’s Contact Center Survey indicate that non-challenging work, lack of recognition, no career growth or development and inflexible working environment are dominant contributors to high turnover. Mercer’s survey results revealed that 6.2% Agent attrition is a virus. quit within 61-90 days; and another 8.2%

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Gamification Customer Service Contact Center Employee engagement 66

ProProfs Blog

SEPTEMBER 9, 2020

Apple is known for conducting frequent NPS surveys at all its stores to identify detractors. Read More: How to Create and Send a Net Promoter Score Survey to Measure Customer Loyalty. Leverage Gamification. 5. Leverage Gamification. How to Grow your Business with a Loyalty Program. 1.

Gamification 144

Gamification Customer retention Metrics Sales 144

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas.

Gamification 75

Gamification Contact Center Coaching Education 75

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. Our survey uncovered five ways contact center managers are adapting to remote work. Adopt New Management Styles. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

Fonolo

DECEMBER 13, 2022

You have tons of project management software to help you keep things organized — from Asana to monday.com. Customer satisfaction score: Conduct customer surveys through Fonolo’s interactive voice response (IVR) to discover customer satisfaction scores. Managers . Experiment with gamification. . Call center agents .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

DMG Consulting

DECEMBER 11, 2017

Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Celebrate success – use contact center performance management, gamification and QA solutions to consistently recognize outstanding performance and keep agents motivated.

Gamification 59

Gamification Contact Center Coaching Surveys 59

Taylor Reach Group

AUGUST 29, 2017

You have a good staff of supervisors and managers supporting the front-line. So what are the supervisors and managers doing? Is it just workload that’s keeping supervisors and managers at their desks? About 20% of the managers surveyed chose each of these and many chose more than one. Does Engagement Matter?

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Gamification Contact Center Coaching Employee engagement 99

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Contact Center workload management. Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents.

Technology 122

Technology Customer Service Gamification Contact Center 122

Cincom

FEBRUARY 21, 2025

CPQ software is a specialized tool designed to help businesses manage complex product and pricing configurations. This means longer turnaround times as they repeatedly check with engineering, finance, or management for approvals. This results in faster deal closures, increased pricing accuracy, and higher win rates.

Sales 40

Sales Gamification Finance Best practices 40

CSM Magazine

JULY 28, 2022

To optimize the work of staff, HR managers today are actively introducing various software into the work of the team. Find out from this article which HR management software is the most popular and effective and put it into practice! As practice shows, modern technologies provide wide opportunities in the field of HR management.

Management 59

Management Gamification Analytics Enterprise 59

Playvox

OCTOBER 12, 2022

Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents? and Canadian contact center employees, these six management best practices will boost remote agent engagement and up your team’s customer experience game, both of which are critical to long-term success.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Call Design

SEPTEMBER 9, 2021

By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development. Beginning the onboarding process beforehand lets managers use their time effectively by scheduling the simple and administrative tasks to be completed at home by an online automated system.

Gamification 146

Gamification Best practices Feedback Employee engagement 146