CCNG

JUNE 8, 2022

Gamification solutions that engage agents and align/reinforce performance targets ? ? ?Gamification They really couldn’t be called “true” gamification programs. ? ?This Touchpoint One has several case studies within the workflow and productivity categories described above. ? ?Hire

Contact Center 195

Contact Center CCNG Gamification Coaching 195

Fonolo

JULY 25, 2018

Think ‘gamification’. Gamification is the introduction of interactive, game-like principles and elements into different contexts. When in doubt, think of your employees and how to engage them. Think about how to impress your customers. Think about how to effectively change the behaviour of the people upon whom your business depends.

Gamification 83

Gamification Call Center Management Education 83

Call Design

NOVEMBER 14, 2021

Boosting employee motivation, training effectiveness, and quality of output can all be done by an ingenious method called gamification. Gamification refers to incorporating gaming elements into the training process or other elements of a workplace to diversify and improve the agent development. Read on to discover what they are.

Gamification 78

Gamification Consulting Consulting Management 78

Call Design

FEBRUARY 27, 2022

In a recent study, 25% of recipients found their virtual teams were not fully productive. As the pandemic shows no end in sight, operations managers need to employ solutions such as gamification to boost productivity. So how does gamification help? Gamification can help with this.

Gamification 78

Gamification Consulting Consulting Management 78

Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

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

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Gamification is no longer a buzzword. The Psychology Behind Gamification. Gamification drives employee behavior to achieve organizational objectives and reach the level of self-actualization. Why Does Gamification Work? According to Professor B.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

Noble Systems

DECEMBER 18, 2018

That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. A recent study conducted by CSO Insights, says that sales goal attainment across geographies and industries dropped from 63% in 2012 to 53% in 2016. All of them can be enhanced with gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. A UnitedHealth Group study found that U.S. Our well-being depends on the quality of our connections with others.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

TeleDirect

MARCH 13, 2025

Use case studies and real scenarios to reinforce decision-making skills. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated. Encourage Problem-Solving and Critical Thinking Train agents to think independently and confidently when resolving customer issues.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

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.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

Noble Systems

AUGUST 8, 2019

Studies indicate that the average age of at-home agents is 38 versus 23 for those working on-site. 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.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

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.

Gamification 61

Gamification Sales Contact Center CRM 61

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

Outsource Consultants

JUNE 6, 2022

98 percent of respondents to a study performed by Lifesize showed that video meetings helped with relationship-building both inside and outside of the company. Implement Gamification Systems. Gamification has been used in team settings to enhance training programs for a long time now.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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. A study from 2014 found that most people were not willing to stay on hold for longer than 13 minutes.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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. Improving & Sustaining Sales Effectiveness. Develop, Coach, Onboard, Motivate.

Gamification 52

Gamification Sales Contact Center CRM 52

TechSee

SEPTEMBER 29, 2020

A recent study on this topic found that customer satisfaction (CSAT) ratings are 35-45% lower for customers who must make a second call about the same issue. According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%.

Call Center 196

Call Center Self service Gamification Contact Center 196

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.

Gamification 53

Gamification Automotive Coaching Morale 53

Customer Interactions

NOVEMBER 29, 2016

Google gamification, and you’ll unearth theoretical treatises and complicated case studies in abundance. But gamification doesn’t have to be a challenge – in fact, it can be broken down into 10 basic principles, or game mechanics.

Gamification 49

Gamification 49

NICE inContact

JULY 19, 2019

So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line. With such clear benefits, incorporating gamification into your performance management program is a win-win situation. Team Competition.

Gamification 54

Gamification Contact Center Employee engagement Call Center 54

Call Design

FEBRUARY 19, 2025

These attitudes persist despite multiple studies showing that well-structured remote teams can be just as, if not more, productive than their in-office counterparts. For example, David Solomon, CEO of Goldman Sachs, has been vocal about his preference for in-office work, calling remote work an aberration.

Real estate 78

Real estate Gamification Transportation Employee engagement 78

Calabrio

FEBRUARY 26, 2025

According to a Gallup study , highly engaged teams experience: A 10% increase in customer ratings A 20% increase in sales Additionally, r esearch from Harvard Business Review confirms that companies with higher employee retention see improved customer satisfaction , as experienced agents provide more consistent, efficient service.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Serenova

APRIL 13, 2020

A study by Harvard Business School found that 28% of the time, an incident that had a minor impact on a project had a major impact on people’s feelings. Gamification, when done correctly, has been proven to motivate employees because it taps into our competitive nature. It doesn’t take much to add positivity back into an agent’s day.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

CCNG

APRIL 20, 2022

More complex processes like performance reviews, quality and compliance audits, and even gamification provide similar opportunities to gather, analyze, and act on named or anonymous employee feedback in a structured, systematic way.? Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

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.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Call Center Weekly

FEBRUARY 12, 2018

Ethnography is the study of human behavior in real life environments. How Ethnography Works Short ethnographic studies can be very useful for understanding the “customer journey” and customer experience. When conducting other types of studies, which are not based on observation or interaction, you can miss unexpected issues.

Journey mapping 245

Journey mapping Customer Experience Gamification Surveys 245

Maru Group

MARCH 3, 2025

We know Brits love to talk about the weather, and the respondents in this study didn't disappoint. Consider video tutorials, user forums and communities, expert webinars, personalised content, gamification, and quizzes.

Entertainment 52

Entertainment Finance Gamification Construction 52

Noble Systems

SEPTEMBER 19, 2017

The post Case Study: Multi-Site Call Center Uncovers the Revenue Sweet Milk with Gamification appeared first on Noble Systems.

Gamification 40

Gamification Call Center Employee engagement Sales 40

Vonage

OCTOBER 22, 2015

However, John highlights that in CCMC’s 2013 Customer Rage Study it was found that only 2-4% of Americans use social media as their preferred contact channel and, in most cases, they’ll first give businesses two opportunities to solve the problem by phone or email. Gamification. Video and vines.

Technology 113

Technology Customer Service Gamification Wireless 113

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

Vonage

JULY 22, 2016

In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout? Agents who had gamification systems were less of a burnout risk. On the board.

Contact Center 0

Contact Center Gamification Morale Technology 0

ProProfs Blog

SEPTEMBER 9, 2020

Many studies have shown that investing in your brand advocates will yield more revenue in the long-run. Studies have shown that for every hour spent contacting detractors, Apple has earned an additional revenue of $1000. Leverage Gamification. 5. Leverage Gamification. Why Is There A Buzz Around Customer Loyalty?

Gamification 144

Gamification Customer retention Metrics Sales 144

Fonolo

JUNE 17, 2021

Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. If your staff are starting to feel fatigued, consider changing the dynamic with gamification! But agent engagement isn’t just about making your employees happy. Call center work is tough.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Noble Systems

OCTOBER 11, 2018

Gamification is a powerful solution that should be included. In fact, according to a 2016 Gallup Study, engaged employees result in up to a 9% lower turnover rate. What is Gamification? How Gamification Impacts Employee Retention. Getting Your Game On. They are also more likely to stay with their current company.

Gamification 74

Gamification Employee engagement Call Center Morale 74

Taylor Reach Group

AUGUST 29, 2017

Only 17% of workers strongly agree, according to a recent Gallup study. “ A study of 264 new employees published in the Academy of Management Journal found that the first 90 days of employment (often called the probationary period) is pivotal to building rapport with the company, management, and co-workers.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99