Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Why Gamification Matters. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. The longest hold time on record lasted five hours, 40 minutes and one second ; in 2012, a customer was placed on hold by Australian Airlines for this jaw-dropping duration. Concentrix Analytics Practice Lead. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16. Topic: ‘Using Analytics to improve Customer Experience’. Luke Jamieson | Head of Service Centre at First State Super.

Transportation 40

Transportation Government Multichannel Consulting 40

TechSee

MARCH 7, 2019

With speech analytics, agents are equipped with a wide range of voice-based tools, enabling auto-recognition of accent, gender, and emotion. Gamification. Current approaches to automation in contact centers are mainly focused on structured data, text and voice.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104