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. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

APRIL 11, 2025

Are there common trends indicating specific skill deficiencies? Shadowing live calls helps trainees understand nuances, hear best practices in action, and ask questions in context, while also fostering social learning, a more collaborative culture, and better team morale. Ask: Where are the gaps in performance?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 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. Industry Report: Contact Center Trends 2022. Change management.

Call Center 99

Call Center Contact Center Gamification Construction 99

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

APRIL 11, 2023

Ongoing learning opportunities keep staff updated on industry trends, best practices, and customer service techniques. Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged. Related Article: How Gamification Can Help Call Centers Operate More Efficiently 5.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. It’s a field that – without a doubt – has been exclusively enabled by technology.

Call Center 48

Call Center Technology Gamification Coaching 48

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

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. Read this next!

Contact Center 54

Contact Center Morale outsourcing Gamification 54

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. . Culture Amp is an all-in-one employee engagement solution to run culture surveys, create performance reviews, analyze employee morale, and more. Culture Amp. Officevibe.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Interaction Metrics

FEBRUARY 20, 2025

Then, look for hidden trends. This not only boosts customer satisfaction but also enhances employee morale and engagement. Track NPS Trends Over Time A single data point doesnt show if youre improving or sliding backward as time passes. You can also encourage your customer base to participate through gamification.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Gamification. Gamification uses game mechanics to make training more fun. This enhances motivation, builds morale and a sense of community. Leaderboards also help.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Outsource Consultants

JANUARY 9, 2025

Several key strategies can significantly enhance agent effectiveness and morale. Regular updates to training materials reflect new products, services, and customer trends. Gamification and Incentive Programs Gamification introduces elements of competition and reward into the workplace, boosting motivation and performance.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Fonolo

FEBRUARY 14, 2019

The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. By hiring the right people and engaging agents in meaningful ways, contact centers can increase call center agent retention, reduce hiring and training costs, and improve call center profitability. Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

delighted

APRIL 27, 2021

Gamification of the survey can also improve the response rate. Also, taking the time and effort to work on a product that doesn’t solve your clients’ problems is a major cost to your company, not to mention the morale of your team. Simply put, you don’t! Customer feedback guides product. To ignore changing attitudes is to fail.

Feedback 98

Feedback Surveys Management Advertising 98

ClearAction

NOVEMBER 21, 2015

Because being out of touch with reality means wasted opportunities, time, confidence, morale, and costs. Silos are exhausting for customers and employees alike, causing distrust, low morale, and churn. On the flip side, being in touch with reality avoids these drags on profitability. What erodes trust? Incongruence with expectations.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

CSM Magazine

AUGUST 5, 2021

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Agent involvement is vital, so discuss ideas for new metrics and the types of gamification techniques people prefer during weekly virtual huddles. Make simplicity a top priority.

Agent Empowerment 59

Agent Empowerment Gamification Morale Metrics 59

CSM Magazine

SEPTEMBER 9, 2022

Ever since the COVID crisis, 60% of consumers report they now have higher customer service standards and the trend is set to continue with 73% of business leaders reporting a direct link between customer service experience and business performance. [i] Customer service is now a key differentiator in the eyes of consumers and companies alike.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

ProProfs Blog

SEPTEMBER 17, 2021

Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. Source: HR Trend Institute. When a customer appreciates good work done by your employee, it boosts their morale and encourages them to continue giving good output. Source: HR Exchange Network.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Calabrio

JUNE 17, 2019

This is a trend we should truly embrace as it means the workforce management team can dramatically impact employee recruiting and retention! 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.

Contact Center 40

Contact Center Management Gamification Morale 40

NobelBiz

JUNE 5, 2023

Scaling and Adapting to Change Finally, as the market evolves, call centers must be able to scale their outbound lead generation programs and adapt to new trends and changes – a challenge that requires foresight, flexibility, and strategic planning. However, it can take a toll on the morale of the call center staff.

Call Center 52

Call Center Scripts CRM Contact Center 52

Balto

JANUARY 18, 2025

Call centers, a critical touchpoint for many organizations, must adapt to changing customer expectations, technological advancements, and industry trends. Use gamification, leaderboards, and rewards to keep agents motivated and invested. Strong leadership ensures both team morale and customer satisfaction remain high.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Call centers, a critical touchpoint for many organizations, must adapt to changing customer expectations, technological advancements, and industry trends. Use gamification, leaderboards, and rewards to keep agents motivated and invested. Strong leadership ensures both team morale and customer satisfaction remain high.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 14, 2025

Types of Call Center Analytics and Applications Descriptive Analytics: Summarizes past performance to identify trends and patterns. Chat Transcripts : Reveal trends in digital customer interactions, like repeated inquiries about pricing. Gamification : Tools turn performance goals into rewards, boosting morale.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

aircall

APRIL 16, 2021

Team building and improving morale. Use Aircall’s dashboard analytics to evaluate metrics and KPIs, set goals, gain insights, and spot trends. Set daily goals according to how many interactions a sales rep needs to have to close a sale, and leverage gamification software for a little friendly competition. Increase revenue.

SaaS 62

SaaS Sales Coaching APIs 62

Balto

NOVEMBER 2, 2023

CI solutions collect data by automatically recording and transcribing customer interactions and then analyzing these interactions to search for trends, patterns, and customer sentiment. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Vistio

FEBRUARY 1, 2022

What are some of the things that you have seen throughout your time as managing agents most effective for boosting the morale of the customer service agents? I know there’s a lot out there, like gamification or free pizza or whatever it is. The listening part is really what I have seen. We’re human. ” Yeah.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Fonolo

NOVEMBER 7, 2018

As we wind down the year, one exploding with news of mergers, acquisitions, emerging technologies, dying technologies, and the like, sometimes it’s good to go back to basics when the volume on industry news and trends has been turned up to dizzying, deafening degrees. Gamification. And, you know, we’re here to help. Service Levels.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

NobelBiz

AUGUST 28, 2023

Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization. High turnover not only affects the contact center performance but also dampens team morale. Check out our free, on-demand Contact Center Gamification Workshop.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98