CSM Magazine

MARCH 14, 2025

Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. Lets first look at how personalization is taking center stage in modern loyalty strategies. Programs showcase how gamification reinforces customer engagement while building a sense of accomplishment.

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Gamification Entertainment Brand ambassadors Personalization 52

Call Center Weekly

MARCH 9, 2018

One thing that will help, though, is having a training strategy. A training strategy is a plan for what training is needed and an action plan for how that training will be accomplished. It should be part of a greater corporate strategy, or at least the contact center strategy. or when performance slips quite a bit.

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Contact Center Gamification Transportation outsourcing 143

Concentrix

FEBRUARY 17, 2019

The post Concentrix Gamification and Training Strategy Recognized at Global Training & Development Leadership Awards appeared first on Concentrix.

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Gamification 78

Callminer

NOVEMBER 13, 2019

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

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Gamification 182

Callminer

JULY 16, 2018

Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Use gamification. Gamification is the use of games and technology to offer incentives to employees based on their performance metrics. Tips to Keep At-Home Agents Engaged.

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At home agents Call Center Gamification Average Handle Time 196

Playvox

JANUARY 30, 2024

In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification?

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Gamification Contact Center Coaching Quality management 79

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.

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Gamification Call Center Contact Center Feedback 75

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Gamification is no longer a buzzword. Contact centers are using a wide range of new strategies to ensure their customer service representatives are engaged – encouraging them to offer a world-class customer experience to clients. The Psychology Behind Gamification.

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Gamification Contact Center Employee engagement Average Handle Time 79

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. How do you craft a winning big-picture strategy without losing sight of the granular details? For many leaders, it might often feel like a high-wire act.

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Call Center Metrics Gamification Contact Center 52

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. Why Does Gamification Work? Maslow’s Hierarchy of Needs Five Stage Pyramid.

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Gamification Contact Center Employee engagement Morale 73

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration.

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Gamification Customer Experience CCNG Employee engagement 195

Interaction Metrics

FEBRUARY 20, 2025

Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Understanding how NPS influences purchasing habits helps tailor marketing strategies that encourage repeat business and higher-value transactions. You can also encourage your customer base to participate through gamification.

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Surveys Benchmark Feedback Metrics 62

Noble Systems

AUGUST 4, 2020

It’s Time to Rethink Your Collection Strategy. To address both new and ongoing needs, collection contact centers must rethink their current collection strategy and rely on technology more than ever before. Collection Firms Can Survive and Thrive with the Right Strategy and Technology. APAC – 2:00pm AEDT. EMEA – 2:00pm BST.

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Gamification Analytics Contact Center Coaching 86

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.

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Gamification Customer Experience Customer centricity Personalization 156

Noble Systems

JANUARY 21, 2019

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 uses game mechanics to encourage desired behaviors. Get more details on their strategies, goals and results in the case study.

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Gamification Sales Contact Center CRM 61

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. This is the case with gamification.

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Gamification Feedback Morale Employee engagement 62

Fonolo

DECEMBER 12, 2018

Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. For an organization to successfully implement a CX strategy, regularly assessing and evaluating prevailing trends should be commonplace. What’s Inside: Gamification in the Contact Center. This in turn can transform your business.

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Gamification Airlines Contact Center B2B 116

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g., Examples include measuring defects (issues) by agent, client, vendor, and call type.

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Contact Center Call Center Gamification Wait times 345

CX Accelerator

MARCH 28, 2018

There is undeniable science behind the "gamification" movement that deserves our attention. Gamification (using game mechanics to drive agents toward high-value behaviors) is one additional technique that can be used to design meaningful play at work. Do your employees have a sense of curiosity and excitement about their work?

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Gamification Employee engagement Contact Center Self service 140

TeleDirect

APRIL 7, 2025

With the right training strategies in place, call centers can deliver superior customer experiences, improve agent performance, and drive business growth. A: Use gamification, interactive content, quizzes, and real-life scenarios to make training more dynamic and engaging. Q4: How often should call center agents receive training?

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Call Center First call resolution Best practices Gamification 62

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. An agent on the phone might be unaware of a previous email exchange.

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Contact Center Contact center software Multichannel APIs 52

TeleDirect

MARCH 13, 2025

In this blog, we will explore effective training strategies that help develop high-performing call center agents, improve customer service skills, and enhance overall call center performance. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated.

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Best practices Call Center Customer Service Average Handle Time 62

Noble Systems

JANUARY 21, 2019

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 uses game mechanics to encourage desired behaviors. All of these examples can be tracked and rewarded through gamification.

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Gamification Sales Contact Center CRM 52

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.

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Gamification Automotive Coaching Morale 53

ShepHyken

NOVEMBER 29, 2019

By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . This adds gamification to the customer experience mix and it could very well make your app viral. This effect is more pronounced than ever. And you know what that means?

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Technology Customer Experience Complaint resolution Gamification 267

Call Design

JULY 22, 2020

In this blog, we have four strategies for contact centres that are hoping to retain their agents and reduce turnover. There is a large variety of workforce management, gamification and automation tools that not only make the jobs of your agents easier but also give them a way to track their growth and performance each day.

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Gamification Consulting Consulting Personalization 173

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

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Gamification Call Center Contact Center Coaching 52

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?

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Gamification Sales Morale CRM 52

TeamSupport

MAY 17, 2019

The more formal definition – gamification – is essentially a tactic used by the customer support industry to incentivize agents to reach specific (yet often arbitrary) goals put in place by leadership. Below are 3 reasons why gamification is a bad strategy for B2B customer support.

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Gamification B2B Customer Support B2C 49

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. This is the case with gamification.

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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.

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Contact Center Gamification Abandon rate Call Center 182

Advantage Communications

MARCH 10, 2020

If your company manages its customer service strategy in house, you’ll probably know just how difficult it is to keep staff motivated and engaged while at the same time ensuring you hit important metrics and efficiencies.

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Gamification Call Center Metrics Customer Service 69

Vonage

OCTOBER 22, 2015

High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition. Many employee gamification programs focus on the ‘employee of the month’.

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Technology Customer Service Gamification Wireless 113

Calabrio

FEBRUARY 26, 2025

On the flip side, companies that invest in workforce engagement strategies see significant improvements in both employee retention and customer satisfaction. Bridging the Gap: How Employee Experience Impacts Customer Satisfaction The connection between engaged employees and happy customers is undeniable.

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Coaching Gamification Employee engagement Morale 64

CCNG

APRIL 20, 2022

Contact centers with advanced data management capabilities can easily leverage performance-based compensation strategies. Performance-based pay programs, to be effective, must align employee achievement to performance goals and apply impartially to others in the same role.?

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Customer Experience CCNG Gamification Analytics 195

Aspect

OCTOBER 23, 2018

If training isn’t handled property, access to training could be part of a retention strategy. This could be merit increment for gamification, different pay rate, or other special incentive. Example strategies for managing access: Free for all. Reward a group or groups(s) with early access as part of gamification strategy.

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Gamification Contact Center Management Technology 113