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

Noble Systems

AUGUST 19, 2020

Three main factors are driving digital transformation in the financial services sector – smart devices that are enabling an interconnected world, millennials and other tech-savvy employees and consumers, and ever-changing demands for consistent and personalized experiences with brands. One of these technologies is Gamification.

Gamification 98

Gamification Banking Enterprise Coaching 98

Call Design

SEPTEMBER 21, 2021

Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. Gamification changes the game in the agent training space. 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

Noble Systems

MARCH 20, 2019

They want to feel good about their interactions with technology, and this requires some element of the personal touch.”. Taken together, customer service and support personnel represent a major nexus where brands and consumers meet—and where digital and human come together. How Gamification Works. So how does gamification work?

Gamification 75

Gamification Call Center Customer Experience Banking 75

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Whether in sales, customer service, or collections, ensuring that your employees are motivated and engaged should be a key focus. Gamification is no longer a buzzword. The Psychology Behind Gamification. Maslow’s Hierarchy of Needs Five Stage Pyramid.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. 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.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Fonolo

JULY 25, 2018

Think ‘gamification’. Gamification is the introduction of interactive, game-like principles and elements into different contexts. And remember: As a call center manager, anything that benefits customers, agents, and the overall infrastructure benefits you. Learn the trends for improving the customer experience this year!

Gamification 83

Gamification Call Center Management Education 83

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 338

Technology Customer Experience Complaint resolution Gamification 338

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. These outcomes typically fall into three main categories – customer experience and satisfaction, regulatory compliance and revenue recovery.

Gamification 60

Gamification Customer centricity Contact Center Average Handle Time 60

Noble Systems

SEPTEMBER 20, 2019

A recent report by PwC, Experience is Everything, found that customers are willing to spend as much as 16% more with companies that offer a great customer experience. Moreover, 63% are willing to share more personal information and opinions when a company provides a great experience. Implement gamification.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

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. These outcomes typically fall into three main categories – customer experience and satisfaction, regulatory compliance and revenue recovery.

Gamification 52

Gamification Customer centricity Contact Center Average Handle Time 52

Playvox

FEBRUARY 13, 2024

They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Are you trying to boost customer sentiment ? Do you want to improve overall customer experience? Get clear and honest about your real goals.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 159

Customer Service Gamification Customer retention Customer Experience 159

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. ” Hundreds of global enterprises trust Zenarate AI Coach to develop confident, top-performing customer-facing teams.

Gamification 52

Gamification Coaching Scripts SaaS 52

Noble Systems

SEPTEMBER 20, 2019

A recent report by PwC, Experience is Everything, found that customers are willing to spend as much as 16% more with companies that offer a great customer experience. Moreover, 63% are willing to share more personal information and opinions when a company provides a great experience. Implement gamification.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 179

Customer Service Gamification Customer Support Customer centricity 179

CX Accelerator

APRIL 11, 2018

The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

CSM Magazine

MAY 22, 2024

New and tenured agents receive personalized learning journeys with simulation training and gamification, real-time performance feedback, and hyper-targeted simulation coaching with the ability to track their skill-building progress.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

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? A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

COPC

MARCH 11, 2024

By guiding them through a personalized experience, you can better engage them and set them up for success. Personalization of Microlearning: If included, is there AI-powered customization that delivers content based on specific knowledge gaps and performance levels?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media. VoC identifies the gaps between what customers expect and the actual experience they have with your company. Find out how in this on-demand webinar.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

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

Transparent BPO

AUGUST 13, 2019

How can contact centers turn that around so that customers are left feeling positive about the interaction? Contact center technology provider Serenova has some suggestions — five, in fact — that can transform how you operate your contact center to deliver customer experience success. Attrition, for one.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Playvox

MARCH 12, 2024

When agents are motivated by a sense of purpose, they are more likely to remain committed to their role, resulting in reduced turnover and a more consistent, high-quality customer experience. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CCNG

SEPTEMBER 27, 2023

The frustrated customer hangs up and may even try a different channel, but when there is no resolution or they get a wrong answer from the chat agent, they pick up the phone and try calling in again. 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.

Management 195

Management Average Handle Time Self service First call resolution 195

DMG Consulting

JANUARY 29, 2021

And, mobile solutions enable on-site employees to complete self-service activities, view personal, team, and site performance results, and more, when they are not in the contact center. OT/VTO), from their smartphone or tablet. Mobility enables administrators to support contact center personnel and applications remotely.

Gamification 101

Gamification At home agents Self service Contact Center 101

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys, and social media. VoC identifies the gaps between what customers expect and the actual experience they have with your company. Find out how in this on-demand webinar.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

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

OctopusTech

APRIL 29, 2022

Until the internet came, companies could only influence the customers who visit their stores. Nowadays businesses can reach their customers in any location just to improve the customer experience as customers are the backbone of a successful business organization. 8 Effective ways to grow your customer base.

Gamification 62

Gamification outsourcing Customer retention Customer advocacy 62

Real Blue Sky

JULY 12, 2022

In today’s world, customer expectations are higher than ever before, which means contact center employees must be trained at a much higher level than in the past. Customer are Becoming More and More Demanding. Customers today have higher expectations than ever before. Incentives and Gamification. We’d love to chat!

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Outsource Consultants

FEBRUARY 22, 2021

Areas of innovation your BPO should already offer supervisors: LMS solutions to replace or supplement in-person training. Their experience will help influence your entire call center operation. Quite simply, agents enjoy competing against one another and your customer experience improves.

Call Center 76

Call Center Gamification Coaching Morale 76

Serenova

APRIL 13, 2020

Keep the Focus on the Customer Experience. They have a customer on the phone, they’re entering or researching information and they have a chat open asking for feedback. These dashboards give agents visibility into how they directly impact the customer experience and the health of the business. Be Authentic.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Fonolo

NOVEMBER 22, 2022

The Manager’s Guide to Call Center Gamification. Their call center management class focuses on the customer experience and how to build and keep positive customer relationships. In fact, COPC provides training courses for call center teams looking to boost operational efficiency while improving customer satisfaction.

Call Center 147

Call Center Management Benchmark Contact Center 147

Balto

JUNE 3, 2022

more likely to feel extremely empowered to solve customer issues. Customer experience and attrition are focal points for many contact centers and engagement is a proven factor in improving both, so leaders can’t afford to shrug their shoulders when it comes to engaging remote employees. Still, engaged and satisfied agents are 8.5x

Gamification 52

Gamification Scripts Contact Center Surveys 52

TechSee

DECEMBER 16, 2021

Customers want to help themselves through mobile, web, phone, text messages, and more. 86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels. Rising demand for self-service Today’s on-demand generation will not be kept waiting.

Call Center 124

Call Center Self service Gamification Contact Center 124