Fixing the Corporate Learning Engagement Shortfall with Gamification

Noble Systems

Building proficiencies for technologies like AI, machine learning, and data analytics is becoming increasingly important as enterprises expand their presence and compete digitally. Gamification, however, is the perfect answer for this engagement deficit. Gamification’s Cross-Generational Appeal. Gen Z specifically is inherently inclined to concepts of gamification. Gamification

Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 3

Noble Systems

In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term success with gamification. As we noted in Part 1 and Part 2 of the series, while launching a gamification program can be easy, keeping the program fresh so that users continue to achieve sustainable results requires more attention. To engage users and create a positive experience, good gamification design is essential.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 2

Noble Systems

In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving long-term success with gamification. Here in Part 2, we will cover the next two best practices for introducing gamification seamlessly in your contact center – choosing appropriate rewards and intervals, and the need to constantly change the gamification experience. Rewards play a major role in the success of your gamification program.

Tips and Techniques from the Gamification PlayBook

DMG Consulting

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 methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification.

Call Journey and nGUVU to change business landscape with innovative gamification technology

Call Journey

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. In its quest to further improve agent operational metrics, nGUVU partners with Call Journey, the leading pioneer in Conversation Analytics, to provide businesses with an immersive and comprehensive solution in tracking insightful KPI’s and boosting agent satisfaction and engagement.

How customer feedback fuels our innovation

Customercount

At CustomerCount, we value our client feedback so much that we use it to guide our innovations and enhancements including text analytics and gamification Continue reading → The post How customer feedback fuels our innovation appeared first on CustomerCount. News Customer Feedback feedback management feedback system gamification innovation text analytics

InformaTech

The Burgeoning World of CX Analytics

Serenova

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Customer experience analytics designed for employees typically fall into three primary categories: Executive dashboards : Analytics tools that leverage roll-ups of both internal and external customer ratings, including structured and unstructured data.

It’s Time to Rethink Your Collection Strategy

Noble Systems

Here are the some of the strategies and technologies that successful collections organizations are using now to solve today’s business problems. • Boosting Productivity and Revenue with Omnichannel and Predictive Analytics. It’s Time to Rethink Your Collection Strategy.

Some Nice Niche Technologies

Contact Center Pipeline

But I’d like to put a spotlight on a few intriguing niche technologies for your consideration: Desktop Analytics Desktop analytics—aka Desktop and Process Analytics, or DPA—captures agent desktop activity. […]. Technology call center contact center context-aware applications desktop analytics gamification speech analytics technologyMainstream technologies get a lot of press.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

Lee explains that interaction analytics and workforce engagement technologies may actually represent an even more valuable use of fintech, especially when it comes to cultivating exceptional customer experiences. Analytics Customer Experience Fintech Gamification Workforce Engagement ANALYTICS BANKING CUSTOMER EXPERIENCE CX FINANCE FINTECH GAMIFICATION WORKFORCE ENGAGEMENT WORKFORCE MANAGEMENT

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

Lee explains that interaction analytics and workforce engagement technologies may actually represent an even more valuable use of fintech, especially when it comes to cultivating exceptional customer experiences. Analytics Customer Experience Fintech Gamification Workforce Engagement ANALYTICS BANKING CUSTOMER EXPERIENCE CX FINANCE FINTECH GAMIFICATION WORKFORCE ENGAGEMENT WORKFORCE MANAGEMENT

InformaTech

Improve CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Speech analytics monitors and analyzes customer feedback and other insights automatically so that companies can see trends or spot early warning signs, and even provide guidance to contact center agents and other employees in real-time during an interaction. You can maximize ROI by teaming up Voice of the Customer and Gamification technologies.

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers.

Agent Retention: Closing the Revolving Door

Contact Center Pipeline

As Matt Stevenson, Mercer Partner and Leader of Mercer’s Workforce Strategy and Analytics group, pointed out, the growth of the on-demand economy will only drive up turnover rates. Agent Retention agent retention call center contact center gamification incentives new-hire retention recognitionWe know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers.

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. The trend in 2019 is to leverage gamification to develop the soft skills that agents need to humanize conversations and communicate more effectively with customers. Dive Deeper into Customer Intelligence with Analytics.

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Analytics. Gamification.

Increase CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Speech analytics monitors and analyzes customer feedback and other insights automatically so that companies can see trends or spot early warning signs, and even provide guidance to contact center agents and other employees in real-time during an interaction. You can maximize ROI by teaming up Voice of the Customer and Gamification technologies.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. The trend in 2019 is to leverage gamification to develop the soft skills that agents need to humanize conversations and communicate more effectively with customers. Dive Deeper into Customer Intelligence with Analytics.

Move Over Millennials, Generation Z is Here

Noble Systems

Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification can also be used to encourage the use of internal and external social networks by rewarding employees for their efforts. Gamification also provides continuous feedback.

These 8 Technologies Are Transforming the Contact Center

DMG Consulting

Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. The success of speech analytics demonstrates how good technology accompanied by best practices is a winning formula for companies that can afford the investment. Customer journey analytics. Gamification. Thank you for your interest in DMG Consulting’s publications.

Contact Center Agents and the Importance of Engagement

Noble Systems

Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase customer satisfaction and retention. Thanks to modern data analytics tools, contact center leaders are able to provide agents with timely and relevant feedback that give them valuable insights into their performances. Motivation Through Gamification .

Contact Center Agent Burnout – Part 2, Causes and Remedies

Noble Systems

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Speech analytics. Advanced solutions offer post call and real-time speech analytics to provide feedback, assist agents with calls, identify areas for improvement and give kudos to top performers. Gamification. Gamification uses game mechanics to make training more fun.

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Examples include call recording, speech analytics and real-time monitoring.

Contact Center Agent Burnout – Part 1, Warning Signs

Noble Systems

Speech analytics can help you identify issues so that they can be resolved before they become major problems. Gamification can motivate agents and keep them engaged, productive and happy. Contact Center AGENT BURNOUT AGENT OVERLOAD AGENT PERFORMANCE ATTRITION CONTACT CENTER EMPLOYEE ENGAGEMENT GAMIFICATION PRODUCTIVITY SPEECH ANALYTICS WORKFORCE MANAGEMENTCall centers are high-pressure, stressful environments.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. RPA makes the output from desktop analytics actionable by identifying activities that can be automated.

10 Contact Center Technologies You Need to Know

Fonolo

Aside from making calls physically easier to handle, computer telephone integration has several advantages; most CTIs now come with analytics modules that can both provide the agent with caller information and history, and record information about the calls themselves for analysis later. Gamification. Gamification uses the typical elements of game playing in the contact center as a way to encourage agent engagement and improve retention. Speech Analytics.

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. After 14 years in the commercial market, speech analytics has reached maturity, but the solutions have not become commoditized. The future of speech analytics is positive.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

Gamification, which applies game mechanics to engage employees by tracking and rewarding desired behaviours, has made recent gains in popularity in the global financial industry due to its effectiveness in improving engagement, customer experience and customer loyalty. There are soft-skills KPIs that can dramatically improve the customer experience and be tracked and rewarded through gamification as well. Gamification can help you get there and keep you there.

NICE Releases New Sales Performance Management Solution for Large Sales Organizations and NICE introduces Total Voice of the Customer, Combining Surveys with Interaction Analytics

Natalie Petouhof

The solution covers the full breadth of sales organization needs, including incentive compensation, quota and territory management, coaching, analytics and gamification. Analytics of Everything CEO Chief Revenue Officer Customer Experience Customer Service Customer Service Agents Customer Success Management digital transformation Dr. Natalie's Blog @constellationrg @drnatalie Amazon analytics Apache Abdera Business business intelligence Constellation Research.

Contact Center Agents and the Importance of Engagement

Noble Systems

Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase customer satisfaction and retention. Thanks to modern data analytics tools, contact center leaders are able to provide agents with timely and relevant feedback that give them valuable insights into their performances. Motivation Through Gamification .

Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights. How Can Companies Benefit from Advanced Analytics? What Does Gamification Have To Do With Performance? Tweet Why is this announcement so important? Verint ® Systems Inc.

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

big data, predictive analytics). • Digital Marketing Transformation – Personalized, data-driven digital marketing. • Future of Work: Social Business – The technologies enabling teams to work together efficiently. Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016.

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

examples: big data, predictive analytics) . Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If so, let us know.

Employee Engagement and Better Customer Engagement in 2016

Verint

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

"Follow the Leader", Featuring Patrick Russell

Call Center Weekly

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Gamification Technology There are a handful of tech companies that offer gamification solutions but they’re not all created equal. Gamification Practices Nothing is worse than participating in something that isn’t fair or lacks follow through from the managing party.

4 Suggestions to Help Prepare for the Millennial Tsunami

Noble Systems

Millennials are very analytical and practical when it comes to learning and implementing their skill set. Gamification 101 AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES EMPLOYEES ENGAGEMENT GENERATIONAL SPECTRUM INSIDER MILLENNIALS PRODUCTIVITY REVENUE RECOVERY SALES AND PERFORMANCE MARKETINGHere come the Millennials, also known as Next Gen and the Baby-On-board Generation.

3 Ways to Drive Agent Engagement in a Contact Centre

Call Design

On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite). They focus on gamification as well as analytics to provide insights, and throw a few games into the mix – which ultimately get’s everyone a little excited (and productive). Here are 3 of the best ways gamification is used to drive agent engagement in contact centres.