How To Use Gamification To Improve CX In Your Contact Centre

Call Design

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. Replace Smaller Assessments With Gamification.

Gamification Is No Longer a Buzzword

Verint

Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.” The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials.

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Move Over Millennials, Generation Z is Here

Call Design

Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times.

Move Over Millennials, Generation Z is Here

Noble Systems

Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate. Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times.

Still Struggling with Employee Retention? It’s Time to Get in the Game

Noble Systems

The newest generation in the workforce is Gen Z , those born between 1997 and 2010. Gamification is a powerful solution that should be included. What is Gamification? Gamification is the application of game mechanics across the generational spectrum to engage employees, motivate certain behaviors and align their activities with company goals. How Gamification Impacts Employee Retention. Are you using gamification? Does Gamification Really Work?

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Gamification is one key way to do so. Gamification is critical in a contact center, but we’re not talking about your old school, gamification where supervisors manually tally scores at the end of the week.

5 Fascinating CX Predictions to Inform Your 2019 CX Strategy

Fonolo

2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. What’s Inside: Gamification in the Contact Center. 2018 has been a pivotal year for customer experience (CX). Industry wide, there is now a deeper understanding of CX as a multi-faceted, complex, incredibly important piece in the success (or failure) of any brand.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

In 2010, DMG reported that the number of CCaaS seats was 483,875 out of an estimated 14 million worldwide contact center infrastructure seats, an adoption rate of 3.5%. DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/2/2020.

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report

DMG Consulting

The market began the 2010’s with contact center WFO revenues of $1,012.1 DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. 2/18/2020. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison

Comm100

Freshdesk is a cloud-based support software that was founded in Chennai, India, in 2010. It’s intuitive and designed so well for managing customer support tickets” Freshdesk also gets points for its gamification features that help increase agent productivity.