Call Design

OCTOBER 30, 2019

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). Here are 3 of the best ways gamification is used to drive agent engagement in contact centres.

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Gamification Construction Benchmark Employee engagement 60

NobelBiz

APRIL 18, 2023

Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors. Why is benchmarking important? One way to tackle these agent-related issues is by introducing gamification into the contact center workflow.

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OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. This may help them with benchmarking and goal setting. Some companies even use call center gamification as an incentive system for performance.

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Interactive Voice Response Call Center Gamification Schedule adherence 62

Balto

MAY 13, 2022

Gamification. Gamification can make things a bit more fun. Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance. Research backs up the power of gamification. This empowers agents. 98% of workers say they perform better when they know what to do.

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Contact Center Gamification Scripts Coaching 52

Nicereply

APRIL 7, 2020

These features include but are not limited to a built-in call center, automation rules, gamification, reporting and analysis tools, native live chat widget widgets with proactive chat invitations, and much more. Nicereply enables you to reward your customer service agents by incorporating gamification into their day to day activities.

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Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Why Gamification Matters. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations.

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Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

DECEMBER 10, 2020

SaaS gamification is one such technique that has helped businesses up to a vast extent in this context. Gamification has turned out to be quite effective towards that end. The gamification market has grown so big that it was predicted to reach $2.8bn by 2016. What is SaaS gamification? People love games.

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Gamification SaaS Education Upselling 11

Playvox

JANUARY 13, 2022

This leads to improved employee morale and greater productivity – two benchmarks I bet most companies want to achieve in 2022 and every year! Gamification. More contact centers are using gamification to complement their training programs and to incentivize teams. When agents’ voices are heard, the culture of open feedback grows.

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Fonolo

JANUARY 31, 2023

Use incentives and gamification Call center training material can get pretty dry. Add a few gamification elements and your call center will be singing. Host training sessions regularly for all agents The first thing to have in your plan is a regular, formal, group training session for employees. How to Buy Contact Center Software 6.

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Call Center Contact Center Coaching Gamification 141

Fonolo

DECEMBER 11, 2018

The tweets informing the report this year confirm that: a) customers are increasingly turning to social media to publicly out companies for poor customer service handling; and b) a benchmark of this poor service is placing a customer on hold. What’s Inside: Gamification in the Contact Center. Investing in Agents.

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Balto

OCTOBER 20, 2022

For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. 6) Use Gamification.

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Best practices Call Center Gamification Coaching 52

Monet Software

MARCH 19, 2020

After all, how do you know whether to use gamification tools or overhaul the hiring process if you haven’t first identified your barriers to workforce buy-in? A comprehensive examination of workforce engagement can help target initiatives and provide benchmarks against which to judge progress.

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Serenova

JUNE 5, 2020

With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks. Gamification options can also promote a stronger feeling of community. You can help combat this by dialing up feedback with quality management tools.

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Call Center Schedule adherence Contact Center Gamification 75

Balto

SEPTEMBER 23, 2022

You should benchmark performance against other tenured agents that do stick to the playbook to see what works best. Gamification is built into the Balto platform, including challenges, leaderboards, and badges. However, there are two things you need to watch carefully: An agent may not be performing at optimal levels.

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Scripts Gamification Benchmark Surveys 52

Serenova

JUNE 20, 2019

By giving agents visibility into their performance, they can benchmark their efforts against other agents and themselves. You can also increase engagement by using gamification techniques to reward them when specific goals are achieved. Performance management tools can help here. Challenge: FOMO.

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VHT

OCTOBER 18, 2018

A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5 And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers. times as many engaged employees as others. Remote work platforms open up more flexible schedules.

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Contact Center Gamification Employee engagement Chatbots 48

CSR Inc.

OCTOBER 8, 2016

Make it fun Look for ways to use gamification strategies as much as possible in your program. Create rewards internal groups can compete for, or better yet, rewards that every group can earn by achieving benchmark goals.

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Best practices Gamification Coaching Benchmark 48

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? Break and refreshment areas (and what is provided within them).

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? Break and refreshment areas (and what is provided within them).

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? Break and refreshment areas (and what is provided within them).

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Contact Center Customer Experience Gamification Benchmark 48

JustCall

MARCH 9, 2023

What Are the Must-Have Skills for a Good Call Center Trainer?

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Call Center call center software Construction Best practices 52

JustCall

MARCH 9, 2023

You can compare your reps’ performance with industry benchmarks across industries and roles. Analytics and Benchmarking A conversation intelligence platform will pull data from your calls, emails, and other customer interactions. The best part is that these calls don’t even have to be from your team.

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Coaching Sales Chatbots Analytics 52

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers. Request a demo today to learn more!

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Contact Center Gamification Coaching Quality management 84

aircall

MARCH 22, 2021

Automates sales reward and incentive systems with gamification, contests, and automated leaderboards for transparency and improved performance. . IT staff will be able to invest more time in researching the best business tools, benchmarking solutions, and negotiating with vendors. .

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JustCall

AUGUST 10, 2022

Provides 360 Degree Feedback (complete customer view) as a feature Offers the ability to access alerts and escalate tickets Provides additional features such as calendar management and benchmarking Offers onboarding features like employee coaching tools and an employee directory. Genesys CloudX Pricing Plans. Genesys Cloud CX 1: $75.00

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Interactive Voice Response voip CRM call center software 52

Vistio

APRIL 2, 2022

And we also do a couple benchmarking surveys a year for member companies and also have an online forum, some private meeting groups for members to be able to exchange digitally in that environment. Things like gamification and automated recognition and reward, and aggregated data for performance support, and things like that.

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Contact Center Real estate Customer Service Self service 52

CSM Magazine

AUGUST 5, 2021

Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home. It’s the perfect time to step up your staff engagement programme and consider simplification from a human point of view.

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Agent Empowerment Gamification Metrics Morale 59

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Fonolo

JUNE 17, 2015

Use incentives and gamification. On top of that, each new employee should have a benchmark assessment during a one-on-one session (we’d suggest on live calls) to highlight areas where they need to improve from the start. Use incentives and gamification. Add a few gamification elements and your call center will be singing.

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Call Center Gamification Coaching Contact Center 96

LiveChat

SEPTEMBER 21, 2018

There are lots of online benchmarks that will give you a good sense of what you can expect. The best idea to do that is to introduce gamification. Thanks to that, you’ll be able to tell how many agents you’ll need this year to deliver amazing customer support and keep customer happiness high.

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Chatbots Gamification Sales Benchmark 63

ProProfs Blog

AUGUST 6, 2021

Key features of Fortay are: Use company culture benchmarks to identify the right candidates for your company. Boost employee engagement with gamification, rewards, points, badges, social praise, and so on. After hiring, you can track your employee engagement levels through feedback surveys.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

NobelBiz

MARCH 23, 2022

Ask the provider the right questions If the contact center solution provider is willing to provide detailed benchmark information, see what they include. From speech analytics to quality assurance and quality management (QA/QM) and gamification, it all comes down to compatibility and the correct fit for the firm.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Fonolo

NOVEMBER 24, 2022

If you want benchmarks, the American Customer Satisfaction Index is a fantastic place to start. Gamification is linked to a 10% increase in customer satisfaction. Gamify the Goals: Zippie reports that gamification of goals generates a 10% increase in customer satisfaction. Gamification. DID YOU KNOW? How do you do that?

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Call Center Gamification Abandon rate Outbound sales 147