Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Talent Culture ).

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Implement Gamification Systems. Get Feedback.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Gamification breaks up the daily routine while promoting team collaboration.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Noble Systems

AUGUST 8, 2019

Studies indicate that the average age of at-home agents is 38 versus 23 for those working on-site. At-home agents add a wealth of experience to the team along with a strong work ethic and professionalism that leads to higher levels of productivity and performance and better employee and customer satisfaction.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

CCNG

APRIL 20, 2022

Truth In Compensation Research indicates that compensation models that tie individual performance to rewards and financial incentives positively impact job satisfaction, employee engagement, organizational commitment and trust in management. Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Call Design

OCTOBER 30, 2019

What contact centre managers have realised is that their investment in training and development, along with employee satisfaction and engagement, is the best investment they could ever make. According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Call Design

OCTOBER 30, 2019

What contact centre managers have realised is that their investment in training and development, along with employee satisfaction and engagement, is the best investment they could ever make. According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Noble Systems

OCTOBER 11, 2018

Retaining good employees is good business. Although there are many conditions that affect a company’s ability to effectively deal with the challenge of employee retention, it all really boils down to keeping employees engaged and tapping into their emotional intelligence. What is Gamification? How do you do that?

Gamification 74

Gamification Employee engagement Call Center Morale 74

Serenova

JULY 23, 2019

One of the foundational elements of employee engagement is clear expectations. According to Gallup analytics , workers who strongly agree that their supervisor helps them determine performance goals are nearly eight times more likely to be engaged than those whose supervisors don’t help them set performance goals.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Playvox

FEBRUARY 2, 2022

According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. In short, you need a solid employee engagement program. A high-performing contact center with empowered agents is far less likely to experience burnout among employees.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Balto

JUNE 3, 2022

Are Remote Agents Really Less Engaged? Nearly a quarter of contact centers believe that remote work has had a negative impact on employee engagement. Just 10 years ago, only about 10% of agents ever worked from home, so the contact center environment isn’t historically built for virtual engagement.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Fonolo

JANUARY 31, 2023

Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees. The rest of the groups offer feedback and share their opinions.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

APRIL 18, 2023

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, etc. One way to tackle these agent-related issues is by introducing gamification into the contact center workflow.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Why Gamification Matters.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

DECEMBER 6, 2018

Employers also want to engage new employees in the corporate culture and keep the onboarding process from becoming tedious to ensure they stay with the company. Beating the odds with Gamification. According to a study by BambooHR, one-third of all new hires quit their job within the first six months.

Gamification 61

Gamification Contact Center Education Call Center 61

Playvox

MARCH 12, 2023

If a new way to perform heart surgery was developed that ensured a 99.99% success rate, it would make sense for all practicing surgeons to study, learn, and implement this new operation. Use your leadership foundation to engage with agents about their metrics, where they’re excelling, and how they can improve.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

ProProfs Blog

SEPTEMBER 17, 2021

A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. Studies show that companies that invest in employee experience outperform the ones that don’t by 4.2x 31 Ways to Improve Employee Experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Playvox

JULY 28, 2022

But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded. Keeping agents of any generation motivated starts by keeping them engaged. Multigenerational Workforce Challenges.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

Balto

NOVEMBER 2, 2022

By communicating regularly with your call center employees, you’ll be able to increase employee engagement. In addition, it provides an opportunity to listen to agent feedback, which you can use to help improve processes and scripts. Motivation is also essential to the success of your call center.

Call Center 52

Call Center Management Average Handle Time Gamification 52

ProProfs Blog

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . According to a study , disengaged American employees cost organizations around $450-550 billion each year. What is Employee Engagement Software?

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One proven way to motivate your team is to drive engagement with gamification.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

Transparent BPO

AUGUST 13, 2019

Eighty-three percent of consumers say that they prefer human interaction over digital channels when trying to solve customer service issues, according to the Global Consumer Pulse Research study from Accenture Strategy. Engaged agents, on the other hand, help drive up customer satisfaction and positively impact ROI.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Serenova

JULY 7, 2020

You can pair this with gamification that encourages learning. According to an MIT Sloan study , just eight months of soft skills training can yield 250% return on investment through increased productivity, better efficiency and improved employee engagement. The key to soft skills training is consistency and practice.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Noble Systems

AUGUST 1, 2019

Studies have indicated that as much as 74 percent of agents are at risk of burnout and you can lose between 30-45 percent to attrition. When agents feel overwhelmed, they often become impatient and irritable making it more difficult to appropriately handle minor setbacks and feedback. Outbursts and conflicts.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Serenova

JULY 7, 2020

You can pair this with gamification that encourages learning. According to an MIT Sloan study , just eight months of soft skills training can yield 250% return on investment through increased productivity, better efficiency and improved employee engagement. The key to soft skills training is consistency and practice.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Vonage

FEBRUARY 7, 2017

Don’t just deal with issues or enquiries as they arise; instead, introduce strategies that reward your existing customers, show you’re there for them, and improve their overall experience – such as customer loyalty schemes and regular requests for feedback. Ignoring employee engagement. Getting the tone wrong.

Interactive Voice Response 48

Interactive Voice Response Customer Service Gamification Cloud contact 48

ProProfs Blog

JUNE 30, 2020

That’s what Simon Sinek discovered when studying these leaders closely. And who can resist an online quiz with instant feedback?” American Express, in one of its studies, revealed that 68% of customers believe a polite customer service representative is the key to great customer service. Goodreads Rating: 4.1/5.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

RapportBoost

DECEMBER 10, 2018

Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. I know Nate and Kaye got a few case studies about these topics to share. Okay, Nate will discuss the hectic reality of modern contact centers.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Taylor Reach Group

AUGUST 29, 2017

Employee Engagement. Only 17% of workers strongly agree, according to a recent Gallup study. And only 27% strongly agree they’re getting feedback that helps them do their jobs better. Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization.

Gamification 99

Gamification Contact Center Coaching Personalization 99

Aspect

JANUARY 21, 2019

Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. Concise and regular feedback on the employee’s personal performance vs. goal : Graphically display individual agent’s adherence vs. goal and team adherence vs. goal (for supervisors).

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

ClearAction

NOVEMBER 21, 2015

Studying the customer life cycle from the customer's viewpoint is eye-opening, especially when the research covers the end-to-end journey / cycle. Silos are exhausting for customers and employees alike, causing distrust, low morale, and churn. That way the feedback is about the customer. What erodes trust? The cost is high.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67