Noble Systems

JULY 30, 2019

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. Gamification creates friendly competition within the BPO organization to motivate collectors without pushing them to turn toward unjust practices.

Gamification 53

Gamification Automotive Coaching Morale 53

Outsource Consultants

NOVEMBER 29, 2021

This has created improvements to team efficiency, bottom-line revenue, and agent morale. Many productivity studies were launched early in 2020, sparked by the remote shift, so preliminary results run the spectrum of outcomes: A Stanford study of 16,000 workers saw a productivity increase of 16%. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Gamification.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Vonage

JULY 22, 2016

In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout? Agents who had gamification systems were less of a burnout risk. On the board.

Contact Center 0

Contact Center Gamification Morale Technology 0

Calabrio

MARCH 7, 2025

However, one study found that, in 2022, the average turnover rate reached as high as 38%. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. One of the best ways to gauge how to boost morale is by asking your team what flexibility means to them.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Noble Systems

OCTOBER 11, 2018

The next group, Millennials, born between 1981 and 1996, value achievement, extreme fun, personal attention and high morals. Gamification is a powerful solution that should be included. In fact, according to a 2016 Gallup Study, engaged employees result in up to a 9% lower turnover rate. What is Gamification?

Gamification 74

Gamification Employee engagement Call Center Morale 74

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. In fact, a study by The Wall Street Journal suggested that ‘a sense of belonging’ could be the differentiator for success for companies.

Call Center 112

Call Center Morale Contact Center Gamification 112

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Storyline: Gamification. Going forward, what will these trends be? Look no further … we have you covered! Investing in Agents. Voice-Powered Technology (VPT). Artificial Intelligence (AI): Hero or Villain?

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Aspect

JANUARY 21, 2019

Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Playvox

APRIL 11, 2023

A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. When agents are clear on their priorities, they become more engaged, according to the Gartner study. And happy agents tend to deliver experiences that delight your customers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Serenova

JULY 23, 2019

A study done by The Harvard Business School found that within seven different companies, 28% of incidents that had a minor impact on a project had a major impact on people’s feelings about it. According to a study done by The University of Johannesburg , “All agents stressed the importance of variety in their day-to day-actions.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

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. A study by MentorcliQ found that mentoring programs boost employee retention by 50% and increase productivity by 64%. Design your gamification strategy carefully.

Call Center 67

Call Center Management Gamification call center software 67

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

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

OCTOBER 3, 2018

In order to move forward, company leadership should invest in a feasibility study of its procedures to ensure that there are not too many silos or touch-points in between contact center managers and decision-makers. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Outsource Consultants

JANUARY 9, 2025

Several key strategies can significantly enhance agent effectiveness and morale. Flexible scheduling options can lead to a 25% reduction in turnover rates (according to a Deloitte study). A study by inContact found that 87% of customers want companies to contact them proactively.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Interaction Metrics

FEBRUARY 20, 2025

This not only boosts customer satisfaction but also enhances employee morale and engagement. You can also encourage your customer base to participate through gamification. Look at industry reports, competitor case studies, and customer satisfaction surveys to gauge where your NPS stands in comparison to others in your field.

Surveys 62

Surveys Benchmark Feedback Metrics 62

CSM Magazine

APRIL 15, 2021

Meanwhile, in a recent study of UK organisations, McKinsey talks about the importance of ‘agile resilience’. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story. Like anything, there are right ways and wrong ways to implement and maintain a successful gamification strategy.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

ProProfs Blog

AUGUST 6, 2021

According to a study , disengaged American employees cost organizations around $450-550 billion each year. Culture Amp is an all-in-one employee engagement solution to run culture surveys, create performance reviews, analyze employee morale, and more. Option to like and add public comments for your employees to boost their morale.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

ClearAction

NOVEMBER 21, 2015

Because being out of touch with reality means wasted opportunities, time, confidence, morale, and costs. Studying the customer life cycle from the customer's viewpoint is eye-opening, especially when the research covers the end-to-end journey / cycle. They’re reality, and the laws of nature favor truth and reality.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

Liveops

SEPTEMBER 2, 2020

This laissez-faire approach to education has detrimental effects on worker morale, particularly in the early days of a position. A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. . Another key to success in adult learning is gamification. Poor preparation.

Education 62

Education Gamification Morale Call Center 62

Liveops

MARCH 12, 2020

This laissez-faire approach to education has detrimental effects on employee morale, particularly in the early days of a job. A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. . Another key to success in adult learning is gamification. Their top complaint?

Education 62

Education Gamification Construction Morale 62

Calabrio

JUNE 17, 2019

Add Gamification. Studies have shown that implementing a gamification component to your KPI’s is a very effective way to motivate your employees to high levels of performance. When you embed a gaming aspect into your performance management program it enables agents to see the value they are bringing to the organization.

Contact Center 40

Contact Center Management Gamification Morale 40

ProProfs Blog

SEPTEMBER 17, 2021

Studies show that companies that invest in employee experience outperform the ones that don’t by 4.2x When a customer appreciates good work done by your employee, it boosts their morale and encourages them to continue giving good output. Implement Gamified and Personalized L&D.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Playvox

MARCH 12, 2023

If a new way to perform heart surgery was developed that ensured a 99.99% success rate, it would make sense for all practicing surgeons to study, learn, and implement this new operation. Showing that you care goes a long way in helping boost team morale and, as a result, performance. The same can be said for contact center training.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Balto

NOVEMBER 2, 2023

These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. Case Studies: Success Stories with Balto’s Enterprise Contact Center Solution Integrating Balto into your contact center can have tangible benefits that are noticed both in the short and long term.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. What’s Inside: Gamification in the Contact Center. A drop in agent productivity or performance is one tell-tale sign of burnout. The Top Contact Center Trends to Watch in 2019.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80