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.
Nicereply
NOVEMBER 21, 2019
…Once upon a time (in truth it was in 2011) we ran across Nicereply – an interesting tool for getting feedback from our customers developed by a very successful Slovak company Websupport. Another restrictor of more ratings was an inability to integrate feedbacks from a chat software we used back then. The wind of change.
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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.
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.
CX Journey
NOVEMBER 12, 2015
Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. The point of our exercise, where much went wrong – but that is the curse of the ‘live demo’ – was to design more fun ways for customers to give feedback. So, it makes sense to think about gamification here. But it works well.
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.
Fonolo
FEBRUARY 14, 2019
This is a staggering number, given that the average employee turnover rate in 2015 for all industries in the United States was 16.7 Someone who is experiencing burnout often responds very emotionally to minor setbacks, feedback, or reproach. What’s Inside: Gamification in the Contact Center. Investing in Agents.
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