Outsource Consultants

JUNE 6, 2022

These quick Q&A sessions may feel informal, but they often serve as a critical vehicle for ongoing training and growth. Instant messaging has become a ubiquitous part of everyday life, so dropping it into a professional environment requires little training. Implement Gamification Systems.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. Improves employee morale. This is the case with gamification.

Gamification 47

Gamification Feedback Morale Employee engagement 47

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

Outsource Consultants

DECEMBER 13, 2021

Agents are only as good as the training and resources at their fingertips. 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.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Playvox

FEBRUARY 20, 2024

“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. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

Management 88

Management Gamification Calibration Quality management 88

Win the Customer

JUNE 23, 2015

In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences.

Gamification 122

Gamification Technology Entertainment Customer Experience 122

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 to truly succeed, call centers need to empower supervisors with training to support their agents. Here are three “I”s that are essential for call center success in 2021. Generosity. Lowest AHT.

Call Center 76

Call Center Gamification Coaching Morale 76

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

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. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Outsource Consultants

NOVEMBER 29, 2021

This has created improvements to team efficiency, bottom-line revenue, and agent morale. Your HQ or “hub” feeds the decentralized “spokes” of your at-home agents, with in-person visits typically narrowed around ongoing training or remedial supervision for under-performing team members. Biggest Remote Work Challenges in 2022.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. Enhance new hire training with clear workflows. Make sure all your contact center agents have sufficient knowledge, training and resources to adequately address customers’ needs. Use automation as a force multiplier.

Call Center 196

Call Center Self service Gamification Contact Center 196

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. 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.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Outsource Consultants

SEPTEMBER 14, 2021

Higher customer satisfaction and higher agent morale. There’s no time to train your agents when you’re already in the middle of Q4 call spikes or high seasonal demand. There’s no time to train your agents when you’re already in the middle of Q4 call spikes or high seasonal demand. Empower Agents Now for Success Later.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Noble Systems

JULY 24, 2020

GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers. A growing number of organizations are adopting Gamification in an effort to help improve employee engagement and morale, especially in the challenging collections environment. Motivation impacts everything in a contact center.

Call Center 87

Call Center Technology Gamification Analytics 87

Hodusoft

NOVEMBER 6, 2024

Missed Training Opportunities QA processes help identify skill gaps and training needs. Create a Positive Work Environment A positive work environment boosts employee morale, which directly correlates with service quality. Without proper monitoring, agents may not adhere to best practices. Now, the question comes how to do that.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Noble Systems

OCTOBER 11, 2018

The next group, Millennials, born between 1981 and 1996, value achievement, extreme fun, personal attention and high morals. Millennials are goal-oriented and want career development and training. Self-actualization achievement in the workplace comes from providing autonomy, challenging work and training for performance and growth.

Gamification 74

Gamification Employee engagement Call Center Morale 74

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

Balto

SEPTEMBER 26, 2024

Data-Driven Insights: QA provides valuable data that can inform strategic decisions, from training needs to process improvements. Maintaining Agent and Rep Morale Obstacle: Constant monitoring and feedback can negatively impact agent and rep morale if not handled sensitively. Celebrate successes and improvements.

Call Center 52

Call Center Coaching Morale Calibration 52

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 Call Center Morale Contact Center 52

CSM Magazine

APRIL 15, 2021

Start with good training for new recruits as well as experienced members of the team. 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

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 presentation is shown to everyone in the training. Matt Skoglund. LawnStarter.

Call Center 182

Call Center Management Scripts Coaching 182

Noble Systems

SEPTEMBER 3, 2019

When you factor in that call centers typically spend $8800 on hiring and training new agent, attrition can cost a 100-agent contact center about $325,600 per year. Lack of proper agent training. All new agents need training. Training bolsters agent confidence and keeps them engaged which increases job satisfaction.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Tethr

MAY 11, 2020

When it comes to hiring, training and monitoring agents, there are many aspects at play. Although platforms like Tethr can evaluate the effectiveness and quality of customer interactions and provide guideposts for managers to better coach their reps, the right leadership pursuits can foster team morale. Gamification works.

Call Center 67

Call Center Morale Gamification First call resolution 67

Fonolo

OCTOBER 3, 2018

Unfortunately, some contact centers still insist on a no-hangup rule (agents are penalized for ending a call) in order to improve or sustain metrics; and they do not offer moral or psychological support to front-line agents who live through some horrific experiences on the job. No Money, Honey. Contact centers are expensive, it’s true.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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.

Contact Center 98

Contact Center Gamification Morale Feedback 98

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

BlueOcean

DECEMBER 16, 2019

A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. That may mean adding more muscle to your frontlines as they respond to problems originating in the warehouse, or perhaps doing on-demand training to help agents cope with holiday-specific issues.

Contact Center 62

Contact Center Morale Gamification Transportation 62

Fonolo

APRIL 5, 2022

The best call center leader retains the strongest agents for a long time, saving valuable company dollars and time in recruitment, onboarding, and training. Between call volume forecasting, agent training and performance management, and handling call escalations, even a typical word day can become overwhelming, fast. Bottom line?

Call Center 99

Call Center Contact Center Gamification Construction 99

Fonolo

DECEMBER 13, 2018

Prepare a training manual and ensure there is a management team in place to supervise and support the on-boarding process. Managers can keep both morale and productivity high by incentivizing employees. What’s Inside: Gamification in the Contact Center. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Customer Service 113

Customer Service Call Center Gamification Self service 113

Playvox

OCTOBER 12, 2022

Stay aware of the warning signs of underperformance or low team morale and communicate to get to solutions. Train Well. Top-performing contact center leaders understand that ongoing agent training is critical to success. Keeping remote customer service agents motivated requires new thinking and new training approaches.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

MARCH 12, 2023

Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business. Therefore, it’s important to train agents to respond quickly and effectively to customer inquiries. The same can be said for contact center training.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

SEPTEMBER 9, 2022

Train new recruits and experienced members of the team then inspire and motivate them through gamification. Focus on the human element of customer – and agent – conversations to develop the right training and management techniques. Offer rewards to those who share their brand story successes and learning, with others.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

BlueOcean

DECEMBER 17, 2018

The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism. Giving your teams a creative mission to embrace may help combat a low morale.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

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. Agent monitoring with listen, coach and barge modes help ensure quality and provide opportunities for training and the ability to provide assistance during a call.

virtual call center 98

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

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

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Training and coaching have never been more vital to success. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

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. Many teams thrive off healthy competition, there are plenty of ways to bring some gamification back into the virtual workplace.

Call Center 112

Call Center Morale Contact Center Gamification 112