Top 10 gamification blogs
Callminer
NOVEMBER 14, 2018
Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read our top ten blogs below
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Gamification and Analytics Drive Better Agent Engagement and Performance
Callminer
APRIL 8, 2019
Using analytics and gamification is an effective way to encourage successful agent engagement with the right incentives to measure, monitor, and promote the KPI’s vital to your company’s success
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How To Use Gamification To Improve CX In Your Contact Centre
Call Design
SEPTEMBER 21, 2021
Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. Data Analytics. Replace Smaller Assessments With Gamification.
Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 3
Noble Systems
JULY 11, 2019
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.
Fixing the Corporate Learning Engagement Shortfall with Gamification
Noble Systems
JULY 18, 2019
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 2
Noble Systems
JULY 1, 2019
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
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 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
JULY 25, 2019
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.
The Burgeoning World of CX Analytics
Serenova
DECEMBER 4, 2019
Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Performance analytics: Data and analysis that evaluates how agents are performing, using various Key Performance Indicators.
5 Applications to Boost Contact Center Performance in a Tough Economy
DMG Consulting
MARCH 10, 2023
Analytics-enabled quality management (AQM) (a.k.a. Gamification. To be effective, the gamification solution must have the flexibility to gamify a variety of contact center key performance indicators (KPIs), including the traditional ones, such as average handle time (AHT), QM scores, and FCR, as well as the more sophisticated ones, like interaction sentiment, customer satisfaction results, and knowledge management usage.
Move Over Millennials, Generation Z is Here
Call Design
MAY 24, 2022
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.
How customer feedback fuels our innovation
Customercount
OCTOBER 31, 2019
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
DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report
DMG Consulting
MAY 8, 2017
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.
Improve CSAT and Brand Loyalty with Voice of the Customer Feedback
Noble Systems
DECEMBER 4, 2019
In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback.
Contact Center Update: Catching Up With Noble Systems
Noble Systems
JANUARY 2, 2019
Lee and Erik covered a wide range of subject matter in the two-part Q&A, such as mitigating agent attrition, CCaaS adoption, gamification, and the requisite omnichannel functionality that today’s contact centers need. Analytics Gamification 101 Omnichannel Workforce Engagement ANALYTICS CCAAS CLOUD CONTACT CENTER CUSTOMER EXPERIENCE GAMIFICATION OMNICHANNEL WORKFORCE ENGAGEMENT
Banking Strategies: A guide to effective fintech in 2019
Noble Systems
JANUARY 27, 2019
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
JANUARY 27, 2019
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
It’s Time to Rethink Your Collection Strategy
Noble Systems
AUGUST 4, 2020
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
MAY 17, 2016
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.
Agent Retention: Closing the Revolving Door
Contact Center Pipeline
MAY 16, 2017
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.
These 8 Technologies Are Transforming the Contact Center
DMG Consulting
AUGUST 17, 2017
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.
Increase CSAT and Brand Loyalty with Voice of the Customer Feedback
Noble Systems
DECEMBER 4, 2019
In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback.
Top trends for the contact center in 2019 – part 1, the human touch
Noble Systems
JANUARY 30, 2019
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
SEPTEMBER 29, 2020
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.
DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report
DMG Consulting
AUGUST 3, 2020
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.
Move Over Millennials, Generation Z is Here
Noble Systems
JUNE 18, 2019
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.
Top trends for the contact center in 2019 – part 1, the human touch
Noble Systems
JANUARY 30, 2019
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.
Contact Center Agents and the Importance of Engagement
Noble Systems
JANUARY 14, 2019
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 .
DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report
DMG Consulting
OCTOBER 17, 2019
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.
DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report
DMG Consulting
SEPTEMBER 26, 2018
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.
Contact Center Agent Burnout – Part 2, Causes and Remedies
Noble Systems
SEPTEMBER 3, 2019
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.
What Contact Centers Can Do Now to Address Shifting Customer Behaviors
Noble Systems
FEBRUARY 10, 2021
To meet customer expectations, agents must be able to access all pertinent customer data in one place from a variety of sources – CRM, external databases, speech analytics and other enterprise systems. What Contact Centers Can Do Now to Address Shifting Customer Behaviors.
Contact Center Agent Burnout – Part 1, Warning Signs
Noble Systems
AUGUST 1, 2019
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 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report
DMG Consulting
AUGUST 21, 2017
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.
Innovations in Performance Management: Verint’s Workforce Optimization
Natalie Petouhof
FEBRUARY 28, 2016
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.
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
MARCH 5, 2016
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.
24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call
Callminer
NOVEMBER 18, 2020
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.
DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report
DMG Consulting
OCTOBER 18, 2017
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.
I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study
Natalie Petouhof
MAY 11, 2016
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
FEBRUARY 21, 2016
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.
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