Beyond Philosophy

APRIL 6, 2016

For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. They are looking for better experiences across channels, as well as reasons to spend.

Gamification 236

Gamification Benchmark Automotive Wireless 236

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. Personalize their training. At-home agents have different struggles, needs, and resources which sometimes requires specific training in regards to customer satisfaction, average handle time, compliance, or even sentiment.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Playvox

JANUARY 30, 2024

One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification? Why Gamification? Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Noble Systems

AUGUST 8, 2019

Improving agent retention also lowers hiring and training costs. According to a recent study by GlobalWorkplaceAnalytics.com, at-home workers typically save businesses $11,000/per person per year. Gamification can help right from the start. Leverage gamification for at-home agent onboarding. Be clear about expectations.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Call Design

OCTOBER 29, 2021

As many brands no longer have physical stores and in-person sales representatives, building strong customer service through their contact centres has become essential. Lower gross agent training costs. It is for this very reason that gamification has become so popular all over the world. Building Engagement. Channel Engagement.

Gamification 78

Gamification Customer Service Consulting Consulting 78

Fonolo

JULY 25, 2018

Think ‘gamification’. Gamification is the introduction of interactive, game-like principles and elements into different contexts. You have new employees who need to meet the team and train up on your company and their roles, and fast!

Gamification 83

Gamification Call Center Management Education 83

Call Design

SEPTEMBER 21, 2021

Ensuring agents are trained to the highest standard and represent the company’s personality, values, and characteristics in all communication remains paramount to a successful customer service model and company success but also by investing in upskilling your staff, they feel motivated and engaged. Data Analytics.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Fonolo

MARCH 22, 2022

One strategy employed by many companies is “gamification.” Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group. What is Call Center Gamification? Gamification is the introduction of interactive, game-like principles and elements into different contexts.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Outsource Consultants

APRIL 12, 2021

In part two, we’re focusing on how business leaders can work with their BPO partners to set more ambitious training targets. In the last year, organizations with rock-solid training processes were handsomely rewarded, quickly scaling their teams remotely as the need for work-from-home agents skyrocketed.

Management 125

Management outsourcing Gamification Average Handle Time 125

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

Call Design

JULY 22, 2020

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. This can be expensive. Implement the Right Tools.

Gamification 173

Gamification Consulting Consulting Personalization 173

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Fonolo

JUNE 17, 2015

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. Use incentives and gamification. Support extra online training. Small group training sessions & discussions. Demonstration for training technical skills.

Call Center 96

Call Center Gamification Coaching Contact Center 96

ShepHyken

MAY 26, 2023

These programs go beyond transactional rewards and focus on creating meaningful, personalized interactions that foster lasting loyalty. These programs revolutionize how businesses engage and retain customers by incorporating elements such as gamification, personalization, experiential rewards, and social loyalty.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

ShepHyken

SEPTEMBER 13, 2023

Gamification (I love that word) allows for interactions that get customers to engage in some of the most fascinating ways. The lucky recipient’s Coke machine has a video camera which allows the gift-giver to watch the expression of the person when they find out their drink is free. How much fun is that! Connect with Shep on LinkedIn.

Customer Experience 197

Customer Experience Customer Service Gamification Technology 197

Noble Systems

JUNE 25, 2019

Gamification is the process of applying game mechanics to non-gamified environments, such as contact center operations. Although launching a gamification program can be easy, keeping the program fresh so that users continue achieving sustainable results requires more attention. A gamification program is not a one-and-done endeavor.

Gamification 75

Gamification Best practices Contact Center Consulting 75

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification. Rewarding agents for personal bests is a great example of an extrinsic motivator.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

Noble Systems

JANUARY 21, 2019

The sixth and seventh segments refer to the necessary administrative and training and development responsibilities of a sales organization. By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time.

Gamification 61

Gamification Sales Contact Center CRM 61

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

ShepHyken

DECEMBER 5, 2022

From Thanksgiving celebrations to Christmas festivities, end-of-year reflections, and year-ahead preparations, our personal and professional calendars are likely brimming with activity and commitments. Personalization is more important than ever. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 197

Customer Service Gamification Customer Support Customer centricity 197

Noble Systems

FEBRUARY 4, 2019

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. 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.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Beyond Philosophy

APRIL 6, 2016

For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. They are looking for better experiences across channels, as well as reasons to spend.

Gamification 150

Gamification Benchmark Automotive Wireless 150

Noble Systems

JANUARY 15, 2019

To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. Defining the key performance indicators (KPIs) in each of these areas will help you determine what to reward through gamification. Clear Communication.

Gamification 60

Gamification Customer centricity Contact Center Average Handle Time 60

Noble Systems

JANUARY 21, 2019

The sixth and seventh segments refer to the necessary administrative and training and development responsibilities of a sales organization. By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time.

Gamification 52

Gamification Sales Contact Center CRM 52

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Senior managers gain insight to maximize their support role and their organization's supervisor training and skills development budgets. Machine learning and AI can add predictive and prescriptive guidance for the end-user.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. To do that effectively takes well-trained agents and ongoing, consistent agent training programs—from onboarding and beyond. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. When agents can find the answers quickly instead of scrolling through a lot of information, new hire training quizzes take on a whole new meaning. This can add another 30 to 45 seconds to the call.

Management 195

Management Average Handle Time Self service First call resolution 195

Talkdesk

SEPTEMBER 8, 2020

With the shift to remote work due to COVID-19, protection of data has become a sensitive topic as more employees are using their home connection or working from personal devices. Turning your coaching strategy into a game will improve training engagement. Cybersecurity hackers lured by this newfound opportunity.

Contact Center 71

Contact Center Gamification Coaching Personalization 71

ShepHyken

FEBRUARY 18, 2024

My favorite touches on personalization. I haven’t seen an article about “gamification” in quite some time. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Did you really think I could go a week without sharing an article that featured AI!?

Customer Service 178

Customer Service Gamification Customer retention Customer Experience 178

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

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. There’s no excuse for gaps in training or knowledge when all the information you need is just a few clicks away! The Manager’s Guide to Call Center Gamification. It includes 1.5

Call Center 147

Call Center Management Benchmark Contact Center 147

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. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

Noble Systems

JANUARY 15, 2019

To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. Defining the key performance indicators (KPIs) in each of these areas will help you determine what to reward through gamification. Clear Communication.

Gamification 52

Gamification Customer centricity Contact Center Average Handle Time 52

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Callminer

APRIL 24, 2020

In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Train Your Agents Effectively. Vary Training for Retention.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. Gamification is one of the best ways to help your agents internalize these important skills and use them effectively in their roles. Customer Call Roleplay.

Call Center 81

Call Center Scripts Contact Center Gamification 81