Fonolo

MARCH 22, 2022

One strategy employed by many companies is “gamification.” Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group. What is Call Center Gamification? Gamification is the introduction of interactive, game-like principles and elements into different contexts.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Consumers want a place to give quick feedback, vent, and interact with their favorite brands. Call Center Trends 2015. Why Gamification Matters.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NICE inContact

JULY 25, 2019

2) Ask for Feedback. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. Challenges can consistently be given through gamification tools. 4) Help Your Agents Set a Career Path. Employees don’t want to be stagnant.

Call Center 56

Call Center Gamification Coaching Surveys 56

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. According to a 2015 survey conducted by Aspect , 32% of respondents pointed to phones as the most frustrating customer service channel. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78