DMG Consulting

MAY 15, 2017

Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance.

Gamification 48

Gamification Contact Center Consulting Consulting 48

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 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Taylor Reach Group

DECEMBER 21, 2017

Set aside time to consider 2017. To properly coach a team, supervisors must know where each person stands in relation to goals and key performance indicators (KPIs). Give Feedback! And regular coaching conversations take the fear and surprise out of the evaluation process. How can you show them the way? If not, why not?

Coaching 54

Coaching Gamification Feedback Personalization 54

NICE inContact

MARCH 13, 2019

According to a 2017 ICMI research study , 47% of surveyed organizations listed “consolidating reports” as one of the top challenges with performance management processes. Let me tell you – for the weeks it took to get the projections again, leadership was not happy, and we were hindered in our ability to make smart decisions.

Management 54

Management Average Handle Time Gamification Contact Center 54

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. 2017-11-22T14:53:16+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. 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. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Taylor Reach Group

AUGUST 29, 2017

And only 27% strongly agree they’re getting feedback that helps them do their jobs better. Research indicates , more than one-third of managers (37%) say they are uncomfortable providing feedback to employees that might elicit a bad response. Make career pathing a critical part of regular coaching meetings with front-line associates.

Gamification 99

Gamification Contact Center Coaching Personalization 99