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

Calabrio

FEBRUARY 26, 2025

Poor work-life balance lowers morale and contributes to high turnover rates. With Calabrios self-scheduling tools , agents can adjust their work hours within set parameters, reducing stress and improving work-life balance. Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Outsource Consultants

DECEMBER 13, 2021

And while it’s common to fall in love with shiny new objects, such as cutting-edge tech tools, few things produce better ROI across CX than hands-on training that’s fun. That’s why it’s better to invest in proven tools and training to elevate agent performance. Agents are only as good as the training and resources at their fingertips.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Calabrio

MARCH 7, 2025

Go beyond basic training and include introductions to company culture and values, thorough technology and tools training, clear performance expectations and plans for growth and development, as well as mentorship or buddy programs. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

TechSee

SEPTEMBER 2, 2020

Creating a culture of collaboration drives teamwork and a higher sense of morale for agents who see themselves as part of a bigger picture, working together toward a greater goal. Introduce fun through rewards and gamification. Keep WFH employees motivated by making tasks more engaging through gamification.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

Noble Systems

JULY 24, 2020

As a direct result, numerous tools and solutions have emerged to address this issue. Self-service tools are growing in popularity and functionality. 6 Collections Tools to Improve Operations. See 6 more technology tools for collections centers in our Infographic. REAL-TIME MANAGEMENT TOOLS for Reporting & Monitoring.

Call Center 87

Call Center Technology Gamification Morale 87

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. One of the best tools I have seen and used for call centers is improv training…”.

Call Center 182

Call Center Management Scripts Coaching 182

Outsource Consultants

SEPTEMBER 14, 2021

Higher customer satisfaction and higher agent morale. Technology is a tremendous tool with huge benefits. Make It Fun: Whether through big changes (like gamification software) or smaller initiatives (like reward contests), look for opportunities to increase agent morale. Empower Agents Now for Success Later.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Hodusoft

NOVEMBER 6, 2024

It comes equipped with advanced features such as real-time analytics and reporting tools that can help contact center management make data-driven decisions and improve operations. Create a Positive Work Environment A positive work environment boosts employee morale, which directly correlates with service quality.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. These tools all currently exist but cannot be found as a single off-the-shelf product.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Vonage

JULY 22, 2016

Does gamification prevent burnout? Despite a hypothesis that gamification might cause burnout by distracting employees from their job, Toister’s results proved the opposite. Agents who had gamification systems were less of a burnout risk. Advocates will argue it is a morale builder. On the board.

Contact Center 0

Contact Center Gamification Morale Technology 0

Outsource Consultants

FEBRUARY 22, 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Lowest AHT. Highest FCR.

Call Center 76

Call Center Gamification Coaching Morale 76

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Storyline: Gamification. Give agents the right tools, and they will finish the job, happily. Going forward, what will these trends be? Look no further … we have you covered! Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Playvox

FEBRUARY 20, 2024

The operations team was using spreadsheets and calendar tools for their scheduling needs. The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate.

Management 88

Management Gamification Calibration Quality management 88

Aspect

JANUARY 21, 2019

For the most part, contact center employees are provided a limited set of tools and processes, and they must live with what they are provided. But enhancements to agent software tools are only part of the picture. Unfortunately, the contact center environment has a few more limitations.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Noble Systems

APRIL 14, 2021

With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. An effective workforce management and scheduling tool helps manage flexible shifts and reduces administration time.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Calltools

MARCH 22, 2023

To combat this, keep your agents engaged in their work through gamification software, monthly work incentives, and creative offerings. Taking measures to build bonds between team members helps improve morale and employee satisfaction. Using these tips to keep teams cohesive, your contact center will thrive in no time!

Contact Center 98

Contact Center Gamification Morale Feedback 98

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Outsource Consultants

JANUARY 13, 2025

You need a comprehensive suite of tools that work seamlessly together. Implementing robust reporting and analytics tools can provide AI-powered performance management with real-time speech analytics and automated QA scoring, enhancing compliance and risk management. Implement an open-door policy through instant messaging platforms.

Call Center 67

Call Center Management Gamification call center software 67

Serenova

AUGUST 30, 2019

However, 82% of American employees feel like they are not recognized enough by their leaders for the contributions they make, which takes a toll on productivity, morale and profitability in a workplace ( HBR ). Recognition doesn’t have to be extravagant; it just needs to happen regularly to be a consistent morale boost.

Morale 60

Morale Gamification Coaching Employee engagement 60

Playvox

APRIL 11, 2023

Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged. In addition to motivating agents, gamification also adds a sense of friendly competition and accomplishment to everyday tasks. Related Article: How Gamification Can Help Call Centers Operate More Efficiently 5.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Outsource Consultants

JANUARY 9, 2025

These AI-driven tools provide instant responses and allow human agents to focus on complex issues that require empathy and critical thinking. Workforce Management Tools Optimize Operations Effective workforce management maintains high service levels while controlling costs.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

NICE inContact

APRIL 1, 2019

How did we go for so long without using this tool?” Likewise, having the performance transparency and visibility of inView TM Performance Management for CXone has been a real booster for Athens’ 78 contact center agents—in motivation, in morale, in productivity and efficiency. And it’s all working.”.

Gamification 55

Gamification Morale Interactive Voice Response Contact Center 55

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

NobelBiz

OCTOBER 18, 2021

That is why Call Center Shrinkage is commonly used as a planning tool to determine how many agents to recruit. Today’s call center systems include gamification features that boost staff morale and motivation. The post Call Center Shrinkage: Strategies and Tools for Decision-makers appeared first on NobelBiz.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

FEBRUARY 22, 2023

That is why Call Center Shrinkage is commonly used as a planning tool to determine how many agents to recruit. Today’s call center systems include gamification features that boost staff morale and motivation. The post Call Center Shrinkage : Strategies and Tools for Decision-makers appeared first on NobelBiz.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Fonolo

APRIL 5, 2022

The Manager’s Guide to Call Center Gamification. But transitional periods involving employee turnover, new management, and the adoption of new tools and technology can also have a significant impact on agent morale and performance. Change management. Workplace transitions can turn into utter chaos without proper management.

Call Center 99

Call Center Contact Center Gamification Construction 99

Noble Systems

SEPTEMBER 3, 2019

In addition to training on the product they are servicing or the offer they are selling, they also need training on security, regulatory compliance, soft skills and proper use of the tools and technologies that they are required to use each day. Insufficient tools and resources. Gamification.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

CSM Magazine

APRIL 15, 2021

These are fundamental questions that we set out to explore in our latest Recovery Accelerator Kit EBook , outlining a set of modern tools and templates for winning customer loyalty and growing market share post-COVID. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Serenova

JULY 23, 2019

Tools like CxEngage Scoreboard are designed to help supervisors set precise KPI expectations with their agents. A great way to shift agents’ work from tedious and frustrating to engaging and exciting is to offer gamification. CxEngage Scoreboard gamification offers challenges for agents to compete against each other or by themselves.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Noble Systems

SEPTEMBER 8, 2020

Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. Internal chat tools can help, as well as daily video standups and team check-ins. Contact center morale is important – even more so in today’s environment.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Interaction Metrics

FEBRUARY 20, 2025

You can also use sentiment analysis tools to categorize open-ended responses into positive, neutral, or negative feedback. Give them the tools and authority to resolve issues with the customer experience on the spot. This not only boosts customer satisfaction but also enhances employee morale and engagement.

Surveys 62

Surveys Benchmark Feedback Metrics 62

JustCall

MARCH 14, 2023

Personal problems take up a lot of a person’s energy and morale. Incorporate Gamification Who said promoting employee productivity has always got to be a serious business? Gamification is one fun and engaging way to improve employee productivity by making work more enjoyable. Learn to listen to your employees.

Gamification 52

Gamification Morale Call Center Contact Center 52

Playvox

OCTOBER 12, 2022

Stay aware of the warning signs of underperformance or low team morale and communicate to get to solutions. Gamification in remote workforce training is proven to be effective. Video conferencing may be the single most important tool for managing remote contact center agents. Communicate More Often Than You Think You Should.

Best practices 76

Best practices Contact Center Management contact center solutions 76

NobelBiz

AUGUST 28, 2023

Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions. High turnover not only affects the contact center performance but also dampens team morale. The struggle to retain skilled agents is real.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Balto

SEPTEMBER 26, 2024

Advanced tools offer a more comprehensive approach to monitoring and improving call quality, ensuring actionable insights rather than just recordings. These could include integrating real-time feedback tools, gamified learning systems, or collaborative peer reviews to engage agents in the process.

Call Center 52

Call Center Coaching Morale Calibration 52