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.

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Gamification Schedule adherence Average Handle Time First call resolution 78

Fonolo

MARCH 22, 2022

In the call center, it can be even more difficult due to the repetitive nature of the job (answering an endless stream of phone calls) and the metrics-based approach used in performance tracking. One strategy employed by many companies is “gamification.” What is Call Center Gamification? Surprising Statistics About Gamification.

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Gamification Call Center Contact Center Feedback 75

TeleDirect

MARCH 13, 2025

Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT). How Training Impacts Call Center Performance Metrics 1. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated.

Agent burnout 62

Agent burnout Gamification Construction Technical Support 62

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

ShepHyken

MAY 26, 2023

These programs go beyond transactional rewards and focus on creating meaningful, personalized interactions that foster lasting loyalty. These programs revolutionize how businesses engage and retain customers by incorporating elements such as gamification, personalization, experiential rewards, and social loyalty.

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Gamification Customer Experience Customer centricity Personalization 156

Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement. Agents are the core of one’s business.

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Gamification Technology Employee engagement Engineering 72

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. Analysts can correlate workflow intelligence with desired outcomes such as CSAT, NPS, FCR and other vital metrics.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CX Accelerator

MARCH 28, 2018

There is undeniable science behind the "gamification" movement that deserves our attention. Gamification (using game mechanics to drive agents toward high-value behaviors) is one additional technique that can be used to design meaningful play at work. Do your employees have a sense of curiosity and excitement about their work?

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Gamification Employee engagement Contact Center Self service 140

Call Design

FEBRUARY 19, 2025

Many companies still rely on subjective reporting systems, which lead to inconsistent and unreliable productivity metrics. However, gamification-driven platforms like #Aspects League foster engagement through friendly competition, recognition, and incentives, reinforcing a strong company culture even in a remote-first environment.

Real estate 78

Real estate Gamification Transportation Employee engagement 78

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.

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Gamification Customer centricity Contact Center Average Handle Time 60

Serenova

APRIL 13, 2020

Expecting them to also focus on dozens of performance metrics will only add to the feeling of overwhelm. When managing agents, remote or otherwise, supervisors should focus on a few key metrics that tie directly to customer satisfaction. This is another area in which CxEngage Scoreboard is useful. Challenge Your Agents.

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Gamification Contact Center Metrics contact center solutions 145

Noble Systems

JULY 30, 2019

Disengaged employees aren’t as productive, leading to issues with metrics like right party contacts, first time payments, and call scores. 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.

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Gamification Automotive Coaching Morale 53

Customer Interactions

SEPTEMBER 8, 2016

Gamification is much more than rewards and badges; for any gamification project to succeed, an organization needs to align the goals of players with those of the business itself. Large-scale, successful workplace gamification needs to be adaptable and serve a real purpose.

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Gamification Average Handle Time First call resolution Metrics 45

Noble Systems

SEPTEMBER 20, 2019

But how can you be sure that you are tracking the right metrics? AHT is a metric for the average length of a transaction – from the time the call was initiated to the time it is resolved including hold time, talk time and after work time. It is an important metric for deciding staffing levels. Implement gamification.

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Gamification Customer Support Abandon rate Average Handle Time 51

ChurnZero

MARCH 7, 2025

2: Align community metrics with organizational goals. Aligning community metrics with organizational goals is crucial for long-term executive buy-in and consistent community success. Finally, consider gamification to identify and encourage the right behaviors through badges and recognition.

SaaS 52

SaaS Gamification B2B Metrics 52

ChaseData

DECEMBER 27, 2019

The gamification of the work setting is a popular trend in many businesses, these days; it has been shown to make employees happier, more loyal to their jobs, and even more productive.

Gamification 52

Gamification Call Center Metrics 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?

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Gamification Sales Morale CRM 52

Callminer

APRIL 24, 2020

Focus on the Metrics that Matter Most. Keeping track of call metrics and agent KPIs is a good way of maintaining a high level of performance in the call center. However, you should be careful not to measure too much so you don’t end up drowning in metrics and data. Call Center Metrics Guide.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

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 52

Gamification Customer centricity Contact Center Average Handle Time 52

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Wondering which metric to choose?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Advantage Communications

MARCH 10, 2020

If your company manages its customer service strategy in house, you’ll probably know just how difficult it is to keep staff motivated and engaged while at the same time ensuring you hit important metrics and efficiencies.

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Gamification Call Center Metrics Customer Service 69

Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. How does a contact center know it’s consistently delivering high quality service? Cost Per Contact.

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Metrics Call Center Schedule adherence Abandon Call 78

Vistio

OCTOBER 17, 2024

In the Best Supporting Learning Tech category, solutions are evaluated for their ability to enhance and complement core learning platforms, focusing on key functionalities like gamification, AI-driven engagement, microlearning, and more.

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Gamification First call resolution Contact Center Metrics 52

ProProfs Blog

SEPTEMBER 9, 2020

Like in any other program that you implement, you need a metric to measure the success of your loyalty program. Different businesses use different metrics to measure the success of their loyalty programs but these are the most commonly used metrics: 1. Leverage Gamification. 5. Leverage Gamification.

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Gamification Customer retention Metrics Sales 144

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.

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Contact Center Interactive Voice Response Call Center call center software 152

Hodusoft

NOVEMBER 6, 2024

Service Level Agreements (SLAs): Ensure compliance with SLAs, which outline expected service levels and performance metrics. Identify Key Metrics and KPIs Key Performance Indicators (KPIs) are vital for measuring the success of contact center operations. This will enable you to create tailored strategies to enhance overall experience.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Interaction Metrics

FEBRUARY 20, 2025

At Interaction Metrics, we take a smarter approach. Thats where Interaction Metrics comes in! When you partner with Interaction Metrics , you get a third-party survey partner who removes bias and gives you honest, reliable data. Dig Deeper into Your Scores Your NPS is an outcome, not an isolated metric. The result?

Surveys 62

Surveys Benchmark Feedback Metrics 62

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.

Sales 40

Sales Gamification Finance Best practices 40

Calabrio

MARCH 7, 2025

Here are some of the most common causes: Burnout and Stress: The demanding nature of call center work, with high call volumes, challenging customer interactions, and strict performance metrics, can lead to high levels of stress and, ultimately, burnout. GE Appliances did just that. The implementation took mere days.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The role of a call center manager is complex and challenging. William Taylor. velvetjobs.

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Call Center Management Scripts Coaching 182

ConvergeOne

SEPTEMBER 6, 2022

Drive Agent Performance Improvements with Gamification. At its core, gamification is about translating training material and new performance expectation into a game format closely integrated to real-world performance measures – providing a fresh and interesting feedback mechanism within the context of a fun and competitive game.

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Gamification Interactive Voice Response Management Surveys 73

Fonolo

NOVEMBER 23, 2021

That means making training more interactive and potentially using gamification tactics in your program. Or, you might share a few metrics like FCR or abandon rate before and after your team uses Fonolo’s Voice Call-Backs ! Balancing education and engagement is essential if you want your training to sink in. Use a buddy system. .

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Call Center Abandon rate Gamification Education 148

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. Gamification and performance-based incentives. How to Foster Agent Engagement in a Hybrid Contact Center.

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Call Center call center software Employee engagement Gamification 151

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. 3 Establish Call Center Metrics and Improve KPIs . Additionally, it tracks your call center’s overall sales metrics and revenue. . Use incentives and gamification .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Noble Systems

SEPTEMBER 20, 2019

But how can you be sure that you are tracking the right metrics? AHT is a metric for the average length of a transaction – from the time the call was initiated to the time it is resolved including hold time, talk time and after work time. It is an important metric for deciding staffing levels. Implement gamification.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

DMG Consulting

APRIL 14, 2017

Question: We’re just getting started with gamification. Companies need to appreciate however, that there truly is behavioral science behind gamification concepts, just as there is also an art to the techniques that make the games compelling and engaging. Use fair and understandable metrics – all employees must know how to earn rewards.

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Gamification Best practices Employee engagement Contact Center 48

Nicereply

APRIL 7, 2020

Lastly, Nicereply allows you to measure CSAT, CES, and NPS which are essential metrics to monitor in customer support. These features include but are not limited to a built-in call center, automation rules, gamification, reporting and analysis tools, native live chat widget widgets with proactive chat invitations, and much more.

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Gamification Surveys B2C Feedback 90