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

Noble Systems

DECEMBER 18, 2018

That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. A recent study conducted by CSO Insights, says that sales goal attainment across geographies and industries dropped from 63% in 2012 to 53% in 2016. All of them can be enhanced with gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 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. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Call Center Trends 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

MARCH 31, 2017

DMG’s tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. 2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

NICE inContact

JULY 25, 2019

According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits. Challenges can consistently be given through gamification tools. The research shows that ideal company cultures prioritize an environment of listening. 4) Help Your Agents Set a Career Path.

Call Center 56

Call Center Gamification Coaching Surveys 56

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government. Luke Jamieson | Head of Service Centre at First State Super. livepro team .

Transportation 40

Transportation Government Multichannel Consulting 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. A 2016 survey by Call Center Helper shared that 62.7% As stated in the 2016 U.S. Cost Per Contact. operational costs, wages, benefits).

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78