Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? This is where effective contact center training comes in. What is Contact Center Training? The stakes have never been higher.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Call Center Weekly

MARCH 9, 2018

By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” When I answered, “Getting people off the phones to do training,” the interviewer threw her hands in the air indicating I scored a touchdown. The answer is just so obvious.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

Noble Systems

AUGUST 25, 2020

Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, high performance services and build consumer trust. To address these challenges, many financial services firms are turning to Gamification. Gamification raises employee engagement by 48%.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Noble Systems

AUGUST 19, 2020

One of these technologies is Gamification. Using gamification for financial services can benefit firms in a variety of ways. Ongoing training for employees, keeping customers engaged and loyal, and continuing to build and strengthen consumer trust has never been more important. Gamification is about having fun with a purpose.

Gamification 98

Gamification Banking Enterprise Coaching 98

Call Design

APRIL 3, 2022

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. Gamification learning connects employees to business goals with progress bars, leader boards, and quick and easy learning that rewards achievements.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

InGenius

MARCH 28, 2019

Gamification helps organizations achieve their goals and reach new levels of success. For years now, app developers have been turning to gamification to incentivize their users to stay active and teachers have been giving gold stars to their students for good behavior. Why does gamification work? It isn't a new concept.

Gamification 91

Gamification Sales Management 91

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

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

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Call Center Contact Center Coaching Gamification 141

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Call Design

SEPTEMBER 9, 2021

If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. Continuous Training . Continuous training is key to a contact centre’s longevity and performance. As technology and social circumstances change, training procedures must also keep up to date.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Agent training is more important than ever before. Balancing education and engagement.

Call Center 148

Call Center Abandon rate Gamification Education 148

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Due to cost and the fact that many contact center agents worked in the center (with in-person training), most video training systems often were reserved for contact center leadership rather than front-line agents. ?

Contact Center 195

Contact Center CCNG Gamification Coaching 195

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.

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Gamification Benchmark Automotive Wireless 236

Call Design

OCTOBER 29, 2021

A customer can easily identify the difference between an engaged agent and one that is not so it is important to make sure your staff have the training and skills they need to keep them motivated. Lower gross agent training costs. It is for this very reason that gamification has become so popular all over the world.

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Gamification Customer Service Consulting Consulting 78

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. Look Long-Term.

Gamification 78

Gamification Consulting Consulting Management 78

Call Design

AUGUST 4, 2020

This is where gamification can help. Gamification is typically split into smaller “levels” that agents can complete in their own time. Increasing the focus of your agents helps them to get the most out of the training. Training your agents can be a complicated process, especially if your team is working remotely.

Gamification 78

Gamification Entertainment Employee engagement Customer Experience 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! When in doubt, think of your employees and how to engage them.

Gamification 83

Gamification Call Center Management Education 83

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. Use gamification.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

Call Design

FEBRUARY 27, 2022

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? Here are ways contact centres can harness the power of gamification to boost performance and engagement in remote teams. Gamification can help with this.

Gamification 78

Gamification Consulting Consulting Management 78

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

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

Cincom

FEBRUARY 21, 2025

However, the true power of CPQ lies in proper training. A well-trained sales team can navigate the system effortlessly, configure products accurately, and apply pricing rules without errors. Without the right training, inefficiencies and mistakes can slow down the sales cycle, leading to lost opportunities.

Sales 40

Sales Gamification Finance Best practices 40

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

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

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.

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Gamification Best practices Contact Center Consulting 75

Call Center Weekly

NOVEMBER 1, 2017

W hat is your top priority, when implementing a training team? So often training folks focus on developing other people and they get stale doing the same old things all of the time. So often training folks focus on developing other people and they get stale doing the same old things all of the time. What is she learning next?

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Gamification Management 149

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

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Strengthen connection through volunteering.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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

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

Win the Customer

JUNE 23, 2015

In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences.

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Gamification Technology Entertainment Customer Experience 122

ShepHyken

SEPTEMBER 13, 2023

Gamification (I love that word) allows for interactions that get customers to engage in some of the most fascinating ways. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. Copyright ©MMXII, Shep Hyken)

Customer Experience 187

Customer Experience Customer Service Gamification Technology 187

Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement. Agents are the core of one’s business.

Gamification 72

Gamification Technology Employee engagement Engineering 72

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

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

TechSee

SEPTEMBER 29, 2020

Enhance new hire training with clear workflows. Make sure all your contact center agents have sufficient knowledge, training and resources to adequately address customers’ needs. This starts from the first day on the job. Accelerate resolutions with AI-powered agent assistance. Use automation as a force multiplier.

Call Center 196

Call Center Self service Gamification Contact Center 196