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

ProProfs Blog

SEPTEMBER 9, 2020

Besides that, they also get to enjoy other Amazon services like joining a sale hours before it actually starts or access to Prime videos where they can watch latest shows or movies of their choice. Like in any other program that you implement, you need a metric to measure the success of your loyalty program. Leverage Gamification.

Gamification 144

Gamification Customer retention Metrics Sales 144

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Use video conferencing for training Telecommuting changed the way employees work by giving them the opportunity to work from home. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Cincom

FEBRUARY 21, 2025

Organizations should also provide access to knowledge bases, video tutorials, and user forums to support ongoing learning. Gamification elements, such as leaderboards, badges, and rewards for completing training milestones, can motivate sales teams to actively participate and master the system.

Sales 40

Sales Gamification Finance Best practices 40

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

TechSee

MARCH 7, 2019

Gamification. When gamification is introduced into a contact center environment, agents compete to complete objectives and outpace colleagues in specific metrics such as hours worked and average speed to answer. Rewards may include recognition on leaderboards, physical prizes, priority for preferred shifts or free parking.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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.

Gamification 90

Gamification Surveys B2C Feedback 90

Outsource Consultants

JANUARY 13, 2025

Interactive e-learning platforms that combine video tutorials, quizzes, and simulations allow agents to learn at their own pace while mastering key concepts. Live video sessions enhance training with role-playing exercises and Q&A opportunities. Structure your mentorship program with clear goals and regular check-ins.

Call Center 67

Call Center Management Gamification call center software 67

Call Center Weekly

FEBRUARY 12, 2018

The researcher may take photographs or video of the environment and the customers when they are beginning to document the customer journey. She also has advanced work in Gamification (Univ of PA), Design Thinking and Innovation (UVA), as well as Human Centered Design (UCA-San Diego).

Journey mapping 245

Journey mapping Customer Experience Gamification Surveys 245

Serenova

MARCH 31, 2020

By utilizing real-time performance dashboards in CxEngage Scoreboard , managers and supervisors can compare agent performance to see the impact of changing conditions on established metrics. Gamification is another way to keep agents motivated and engaged. Agents see how their performance compares to others, and adjust accordingly.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Aspect

SEPTEMBER 21, 2018

Define video specifications, and setup as needed. Ongoing Training if conducted remotely must be robust, interactive, include face-to-face video, and include a robust FAQ. Define Call Monitoring and Speech Analytics metrics. Metrics don’t change, rewards might. Issue noise cancelling headsets. Measure and Monitor.

At home agents 78

At home agents Coaching Gamification Metrics 78

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

UJET

NOVEMBER 3, 2020

Digital information such as photos, videos, screenshots, and SMS messages are automatically uploaded to the CRM record, which reduces AHT and ACW—and improves both the agent and customer experience. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

CSM Magazine

AUGUST 27, 2024

From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams. Engaging Employees Through Gamification According to NIIT, gamification has emerged as a powerful tool in customer service training, offering a fun way for employees to develop essential skills.

Gamification 52

Gamification Customer Service Feedback Employee engagement 52

ProProfs Blog

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . Employee engagement software gives clear metrics on what is bringing down employee productivity. Modern employees today are looking beyond just a 9-to-5 job.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Outsource Consultants

MARCH 4, 2025

Enhance agent productivity tracking real-time performance metrics to make adjustments on the fly. The program included daily five-minute video lessons and quizzes, reinforcing key concepts without disrupting the workday. Many Manila centers have adopted gamification techniques to reinforce customer-centric behaviors.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

Calabrio

MARCH 4, 2025

Businesses can track key metrics related to agent performance, customer satisfaction, and operational efficiency across all channels. But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

UJET

NOVEMBER 3, 2020

Digital information such as photos, videos, screenshots, and SMS messages are automatically uploaded to the CRM record, which reduces AHT and ACW—and improves both the agent and customer experience. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Enghouse Interactive

JUNE 18, 2021

There are simple rules of gamification you can apply. Team Meetings – If you don’t enjoy your video conferences you are not doing them right! I have read a lot of complaints about video meetings. All that has changed is that the age of the video conference has exposed how badly designed meetings are generally.

Journey mapping 68

Journey mapping Gamification Consulting Consulting 68

ChurnZero

AUGUST 13, 2021

I would say, go make friends with the CFO or the finance person and find out what metrics they care about. The Customer Success team needs to define the metric they care about. There’s churn rate, retention rate, net revenue retention, and all the metrics now that SaaS organizations look at. Very boring.

Gamification 98

Gamification Marketing Metrics Sales 98

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Keep an Eye on These Three Emerging Areas.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

NICE inContact

JANUARY 23, 2019

Gamification encourages agent engagement and drives desired outcomes. Decrease Supervisor Workload: Instead of pulling data from multiple sources and manually selecting and merging them to create the complete picture, help your supervisors with a single view of the truth based on standardized metrics that are aggregated automatically.

Management 54

Management Gamification Contact Center CRM 54

Win the Customer

FEBRUARY 3, 2016

There are a wealth of statistics and metrics to monitor to understand customer experience. I’ve collated the four best simple, effective and affordable online solutions to help you track your metrics. Comprehensive video demo. Gamification’ facility to boost the productivity of support teams through motivation and awards.

Customer Experience 64

Customer Experience Gamification Feedback Metrics 64

Playvox

AUGUST 15, 2022

Overall, key metrics such as job satisfaction and retention rates have increased with the flexibility of remote work. Birthday, work anniversary, and outstanding performance celebrations, for example, aren’t the same over a video call without the energy of a live gathering. Gamification in remote workforce training is one approach.

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

APRIL 27, 2023

Synchronous engagement channels include: Voice Live chat Video chat Real-time messaging In an asynchronous channel, people interact without concurrently engaging in an active conversation. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Remember to keep it focused on key metrics.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Calltools

DECEMBER 23, 2020

Gamification. Gamification is the implementation of game mechanics as a way to increase employees’ motivation. Callers can either choose voice calls, emails, chat, video, or even social media. This software feature analyzes metrics such as processing time, missed calls, caller ratings, etc. Omnichannel Communications.

call center software 52

call center software Call Center Interactive Voice Response Gamification 52

Fonolo

DECEMBER 5, 2018

In today’s report , one of the most impressive numbers was “UCaaS/CCaaS seats grew 312% year-over-year” Counting seats is probably less satisfying for someone doing a purely financial analysis, but in many way this is a more important metric than revenue. Video courtesy of analyst Dave Michels.). Slides are here.

Gamification 57

Gamification Contact Center Call Center Marketing 57

Expivia

JULY 21, 2021

Gamification. Not every advanced call center technology needs to be about KPIs and call center metrics. And gamification is a great way to do that. . Video Customer Service. While it’s still pretty rare, companies are moving toward video customer service. Some can also be for fun.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

USAN

MAY 19, 2022

While scorecards work, they’re mainly metrics-driven and don’t factor into the agent’s experience. With that information, the system can suggest the agent look at specific training materials, like a short video on defusing angry callers. That’s the issue with quantitative monitoring.

Technology 52

Technology Gamification Contact Center First call resolution 52

Playvox

SEPTEMBER 2, 2022

Anyone not performing to satisfaction will be required to report to the office five days per week until metrics are maintained.” Our remote work policy focuses on the environment they will work in, such as having a quiet room and clean desk, consenting to video recording, etc.”. Agents must meet certain performance standards.

Contact Center 70

Contact Center Management Gamification Surveys 70

CSM Magazine

NOVEMBER 1, 2018

Users are able to build courses using existing presentations or videos as well as connect to other online content sources and marketplaces. They must allow for blended learning, where users are able to customize training modules by combining e-learning with instructor-led training in a live classroom or via video conferencing.

Customer Service 40

Customer Service Gamification industry standards Metrics 40

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. 2017 Key Metric Success.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

JivoChat

JULY 20, 2021

Some ways you can implement this approach include creating a knowledge base, how-to videos, or using automated chatbots. An excellent example of educational content is Canva’s Design School , where Canva offers users how-to guides and step-by-step videos to help people improve their graphic design skills. Use Gamification.

Customer retention 52

Customer retention Gamification Education Self service 52

RapportBoost

NOVEMBER 5, 2018

At RapportBoost, we changed the outcomes of chat conversations for brands, like Jenny Craig , we supercharge agents with technology and we are not a bot or a chat platform, we are a chat analytics company, we found that that most important metrics for contact centers are those that measure the quality of the conversation and are specific to chat.

Contact Center 40

Contact Center Scripts Sales Metrics 40

CSM Magazine

MARCH 5, 2024

They can also facilitate communication with doctors and other healthcare providers through messaging, chat, or video calls. Enhanced self-management: the patient mobile app can help patients track their symptoms, adherence to treatment, and other health metrics.

Healthcare 52

Healthcare Education Gamification Consulting 52

Playvox

DECEMBER 21, 2022

an agent at a pharmaceutical company, told us she’s a visual learner, so she likes to review new material with self-paced videos followed by instructor-led training. Paired together, they can show you the impact of behavior adjustments on hard metrics so you know exactly which agents need to improve in specific areas. Motivation.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

JivoChat

JULY 27, 2021

Use gamification. Gamification is a powerful way to influence customers and reward loyalty. Allow customers to access knowledge base, webinars, video tutorials and support articles so they can answer queries without contacting support. Measure your engagement metrics. So collect and publish user-generated content.

Gamification 52

Gamification Chatbots Sales Feedback 52