Fonolo

MARCH 22, 2022

In the call center, it can be even more difficult due to the repetitive nature of the job (answering an endless stream of phone calls) and the metrics-based approach used in performance tracking. One strategy employed by many companies is “gamification.” What is Call Center Gamification? Surprising Statistics About Gamification.

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Gamification Call Center Contact Center Feedback 75

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Storyline: Gamification. FCR is the Most Important Metric. contactcenter #2020trends Click To Tweet.

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Contact Center Gamification Call Center Average Handle Time 176

Natalie Petouhof

FEBRUARY 28, 2016

Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions. What Does Gamification Have To Do With Performance? Why Is It Important to Balance Cost, Quality and Customer Service?

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Gamification Management Analytics Metrics 45

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 80/20 service level metric used by call centers does not, in fact, fit for most call centers. Call center volumes have dropped by 71% since 2015. The global cloud-based contact center market is expected to grow from (what was) USD 6.80

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Call Center Airlines Contact Center Self service 85

JivoChat

JULY 20, 2021

Major League Baseball, Advanced Media (MLBAM) , used in-app messaging as a content promotion tool by sending personalized messages to fans as soon as teams settled a 2015 playoff series. Use Gamification. Gamification is perfect for online customer retention. Keep Track of Retention Metrics. The outcomes are impressive.

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Customer retention Gamification Education Self service 52

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. 2017 Key Metric Success.

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Contact Center Technology Gamification call center workforce 40