Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Storyline: Gamification. Call Center Trends 2015.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

JUNE 3, 2022

Social events are one of the easiest ways to give agents a sense of community at work, but the number of contact centers that host social activities has fallen by more than 25% since 2015. Over 67% of contact centers measure engagement through periodic agent feedback surveys. If you don’t yet complete engagement surveys, start now.

Gamification 52

Gamification Scripts Contact Center Surveys 52

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. There is a real depth to this technique, and it’s akin to methods I’ve also seen work well in coaching scenarios. So, it makes sense to think about gamification here. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

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

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. 5) Provide Coaching. Offering a mentor or coach is crucial to keeping your agents around.

Call Center 56

Call Center Gamification Coaching Surveys 56

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Jenine Kent. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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