Serenova

APRIL 13, 2020

Agents can ask for assistance via chat; supervisors can provide feedback through team meetings, suggestion boxes or surveys. It’s the reason adults play sports and video games in increasing numbers. Gamification, when done correctly, has been proven to motivate employees because it taps into our competitive nature.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

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

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Nicereply

APRIL 7, 2020

The easiest way to do this is to empower your customers to share their opinions about the service they’ve received from you through surveys. All Nicereply surveys are fully customizable, so you can make the design of your surveys match your business’s color palette and style. What sets LiveAgent apart from the competition.

Gamification 90

Gamification Surveys B2C Feedback 90

Call Center Weekly

FEBRUARY 12, 2018

The researcher will use participant observation, interviews and surveys to understand what the customer is trying to accomplish and how the current environment contributes to a good or bad customer experience. Because of its richer output, an ethnographic study will tend to take longer to generate and analyze its data than a standard survey.

Journey mapping 245

Journey mapping Customer Experience Gamification Surveys 245

ProProfs Blog

SEPTEMBER 9, 2020

Besides that, they also get to enjoy other Amazon services like joining a sale hours before it actually starts or access to Prime videos where they can watch latest shows or movies of their choice. Apple is known for conducting frequent NPS surveys at all its stores to identify detractors. Leverage Gamification. 5.

Gamification 144

Gamification Customer retention Metrics Sales 144

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% Facial recognition identifies and verifies an individual by comparing facial features from a digital image or video to a face database. Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents. Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

Calabrio

APRIL 11, 2025

Use surveys, interviews, and focus groups. Yet, as our recent survey found , nearly two-thirds of contact centers are not prioritizing emotional intelligence and social interaction training. Ask: What types of customer interactions do you struggle most to resolve efficiently? This is one of the effective call center training ideas.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Cincom

FEBRUARY 21, 2025

Organizations should also provide access to knowledge bases, video tutorials, and user forums to support ongoing learning. Gamification elements, such as leaderboards, badges, and rewards for completing training milestones, can motivate sales teams to actively participate and master the system.

Sales 40

Sales Gamification Finance Best practices 40

Noble Systems

DECEMBER 6, 2018

Beating the odds with Gamification. To achieve a winning onboarding strategy, many companies are leveraging gamification to remove the tedium of traditional programs and accelerate learning. They recently deployed Noble Systems gamification and saw a dramatic improvement in new hires’ understanding their goals.

Gamification 61

Gamification Contact Center Education Call Center 61

UJET

NOVEMBER 3, 2020

Digital information such as photos, videos, screenshots, and SMS messages are automatically uploaded to the CRM record, which reduces AHT and ACW—and improves both the agent and customer experience. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

COPC

NOVEMBER 15, 2023

Twenty-five percent of those surveyed said that they did not agree that the recruitment team accurately described the job. Make Introductions During preboarding, have the new hire’s supervisor, team , and other key employees/potential mentors send a video introduction.

Call Center 94

Call Center Employee engagement Best practices Gamification 94

Playvox

APRIL 25, 2023

Meet your agents where they are, incorporating flexible opportunities and customized learning options found in contact center software for a modern approach, including: Recorded videos: Provide illustrative examples and how-tos versus talking heads. Provide opportunities to role-play on video with peers and managers.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Playvox

OCTOBER 12, 2022

Creative team building and sharing are also important, according to the customer service agents surveyed. Managers in the Playvox survey cited this as an important benefit of remote work. Gamification in remote workforce training is proven to be effective. Remember that better communication is two-way. Train Well.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. planned, 46.5%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

UJET

NOVEMBER 3, 2020

Digital information such as photos, videos, screenshots, and SMS messages are automatically uploaded to the CRM record, which reduces AHT and ACW—and improves both the agent and customer experience. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Playvox

AUGUST 15, 2022

In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders. Training was cited by remote agents surveyed for the research as a key success factor, but it must be well-designed and delivered effectively.

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Over half the managers we surveyed told us they work remotely five days per week, and the overwhelming majority (84%) said they were happy with that.

Contact Center 70

Contact Center Management Gamification Surveys 70

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

CSM Magazine

JULY 21, 2020

Send new employees a welcome email a week or two before they begin with details of what to expect when they arrive, or login, along with mugs, T-shirts and other promotional accessories plus links to videos or a company handbook by way of introduction. In addition, use video to introduce other members of the team. About the Authors.

Gamification 52

Gamification Cloud contact Surveys Education 52

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Call centers have the option to promote friendly competition and collaboration through gamification and performance management. Myth #1: Remote work decreases productivity and increases attrition.

Contact Center 54

Contact Center Gamification Call Center call center software 54

DMG Consulting

JANUARY 8, 2018

Targeted coaching sessions can be delivered to agents automatically, triggered by low-scoring evaluations, or, if integrated with surveying/voice of the customer (VoC) applications, low-scoring customer feedback results.

Coaching 48

Coaching Contact Center Gamification Analytics 48

USAN

JUNE 14, 2022

As such, companies put tools in place to score agents’ capabilities based on everything from call length to post-call customer survey responses. Later, the agent could receive a reminder to watch a video on de-escalating intense conversations during five minutes of downtime. Experiment with gamification.

Contact Center 52

Contact Center Gamification Construction Technology 52

DMG Consulting

MARCH 12, 2018

Other applications that are part of feature-rich WFO suites include: speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics, gamification, coaching and eLearning. As specific needs arise, or as your contact center grows, additional WFO components can be added.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

USAN

MAY 19, 2022

But adopting the following workforce optimization technologies can elevate the agent’s voice and ensure an enhanced experience for all: Post-Call Surveys Reinforced by AI. A post-call survey (given immediately after a call with a customer ends) can pinpoint agent issues in near real-time.

Technology 52

Technology Gamification Contact Center First call resolution 52

Win the Customer

FEBRUARY 3, 2016

Survey stats and response rate: e.g. sent, delivered, opened, responded. Startup prices come in at highly affordable $39 (annual) or $49 (monthly) plans allowing 1,000 surveys per month and multiple methods of integration. Comprehensive video demo. Built in email customer satisfaction surveys. Monthly trend analysis.

Customer Experience 64

Customer Experience Gamification Feedback Metrics 64

Expivia

JULY 21, 2021

You can’t rely on customer surveys to see how well you’re performing. . Gamification. And gamification is a great way to do that. . Video Customer Service. While it’s still pretty rare, companies are moving toward video customer service. Advanced Analytics Software. Some can also be for fun.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

JivoChat

JULY 20, 2021

Some ways you can implement this approach include creating a knowledge base, how-to videos, or using automated chatbots. You can collect customer feedback with a survey or by conducting user testing and focus groups with your customers. Use In-Moment Surveys. Set Up Triggered Emails. Start a Customer Loyalty Program.

Customer retention 52

Customer retention Gamification Education Self service 52

Liveops

SEPTEMBER 2, 2020

Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving, saying they felt overwhelmed, under-qualified, and under-appreciated. Another key to success in adult learning is gamification. Their top complaint? Poor preparation. But It Doesn’t End There.

Education 62

Education Gamification Morale Call Center 62

Liveops

MARCH 12, 2020

Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving , saying they felt overwhelmed, under-qualified, and under-appreciated. Another key to success in adult learning is gamification. Their top complaint? Poor preparation. and the Rest of the Employee Lifecycle.

Education 62

Education Gamification Construction Morale 62

Playvox

APRIL 27, 2023

Synchronous engagement channels include: Voice Live chat Video chat Real-time messaging In an asynchronous channel, people interact without concurrently engaging in an active conversation. The gamification software Kahoot!, There is also a clear start and finish in these conversations. This kind of customer engagement is open-ended.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

VHT

OCTOBER 18, 2018

Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. Social Media Customer Care.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

CSM Magazine

MARCH 5, 2024

They can also facilitate communication with doctors and other healthcare providers through messaging, chat, or video calls. Gamification elements, rewards, and social features can motivate patients to continue their treatment plans and adopt healthy behaviors.

Healthcare 52

Healthcare Education Gamification Consulting 52

Playvox

DECEMBER 21, 2022

an agent at a pharmaceutical company, told us she’s a visual learner, so she likes to review new material with self-paced videos followed by instructor-led training. Playvox Motivation helps you do that through gamification and healthy competition. For instance, Lindsey J.,

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Serenova

APRIL 9, 2019

In fact, the second annual Aspect Agent Experience Index survey revealed 45% of Generation Z and Millennials say they plan to resign from their current job, creating huge potential financial exposure for most contact centers since this is often their single largest expense. Challenge with Stretch Assignments. Soft skills are also important.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40