Accountability Coaching Customer centricity Gamification 
CSM Magazine
JUNE 10, 2021
Build momentum around the story – ideally, the story will become a central part of an agent’s thought process, providing a continual source of motivation to help customers. This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles.
Playvox
APRIL 25, 2023
Ensure your remote agent training takes into account differences in learning styles, format preferences, length of sessions, technical skills, and a host of other considerations when building your remote training tools and content. Here are some ideas: Incorporate gamification into your agent training and professional development program.
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Noble Systems
FEBRUARY 14, 2019
Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.
Noble Systems
FEBRUARY 14, 2019
Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.
CSM Magazine
DECEMBER 5, 2017
Gamification. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z. Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important.
Noble Systems
MARCH 19, 2021
You won’t have to transfer a caller around to get them an answer – which is often one of the biggest customer complaints about customer service. The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). allow the number.
Customer Centric Support
SEPTEMBER 1, 2016
Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. Your objectives in a contact center are such that everyone should be working together to achieve and win – ultimately helping the customer to win. Accountability must exist on all levels and be part of the culture.
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