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.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Storyline: Gamification. Why Gamification Matters. Social Media ?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JANUARY 31, 2023

TIP: Using interactive online training techniques with video conferencing can give agents opportunities to engage with their team mates on a more personal level. During this training, encourage your agents to find ways to personalize their messaging for each profile. Add a few gamification elements and your call center will be singing.

Call Center 141

Call Center Contact Center Coaching Gamification 141

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. It’s vital that you have a point person or persons assigned with complete ownership of your call center QA process.

Best practices 52

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.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Serenova

JUNE 5, 2020

With childcare centers and schools closed, navigating the challenges of trying to work productively in shared spaces can mean managing relationships, (often increasing) responsibilities, schedules and personal wellbeing. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

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. Meanwhile, build-in time for mentoring and personal development for remote workforces. 5 Ways to Simplify the Agent Experience.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Serenova

JUNE 20, 2019

Gen Z is the first generation born into a world where every person and place has a digital equivalent. By giving agents visibility into their performance, they can benchmark their efforts against other agents and themselves. Let’s take a look at the seven key treats of Gen Z: Phigital. Virtual is simply part of their reality.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

VHT

OCTOBER 18, 2018

The bot features a cheeky personality and will discuss late-night snacks, tv re-runs and weekend plans to help the involuntarily awake pass the time. They can also access customer history, account information and product lists to personalize service or offer upsells. Knowledge Management Systems.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Balto

SEPTEMBER 23, 2022

You should benchmark performance against other tenured agents that do stick to the playbook to see what works best. With Balto, you can let agents set up the platform and put their personal stamp on it. Gamification is built into the Balto platform, including challenges, leaderboards, and badges.

Scripts 52

Scripts Gamification Benchmark Surveys 52

JustCall

MARCH 9, 2023

So, while you’re on the call with the customer, the solution can leverage AI, NLP, and machine learning in real-time to provide insights and situational prompts to help personalize your pitch and say just the right things that land well with customers and prospects. In some cases, conversation intelligence software can work in real-time.

Coaching 52

Coaching Sales Chatbots Analytics 52

8x8

DECEMBER 4, 2017

The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks?

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks?

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks?

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

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

JustCall

AUGUST 10, 2022

Internal extensions – Each agent is given a personal extension line so customers can reach them easily. Voicemail – Voicemail can be enabled with personalized greetings. Avoxi, on the other hand, does not offer in-person training. Call queuing – Inbound calls can be routed based on custom rules.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

LiveChat

SEPTEMBER 21, 2018

There are lots of online benchmarks that will give you a good sense of what you can expect. Tip #2: Set up personalized greetings on your website. The best idea to do that is to introduce gamification. If it happened that you didn’t use live chat last year, don’t despair. The holiday season is a season of high competition.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

ProProfs Blog

AUGUST 6, 2021

Are they able to balance their personal-professional life? With logos, scores, polls, quizzes, and so on, you can create a completely personalized experience for your employees. Key features of Fortay are: Use company culture benchmarks to identify the right candidates for your company. Is there any pressure at work?

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

aircall

MARCH 22, 2021

Gives support agents the ability to personalize calls. Automates sales reward and incentive systems with gamification, contests, and automated leaderboards for transparency and improved performance. . Syncs data to bring the call history and other customer details into a pop-up window for easy accessibility. .

CRM 62

CRM Sales voip APIs 62

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. People that really seek a lot of personal social interactions at work may struggle more. Rate it on a scale of 1 to 10.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Fonolo

JUNE 17, 2015

Use incentives and gamification. It takes a lot more than watching a video on empathy to actually be an empathetic person. 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.

Call Center 96

Call Center Gamification Coaching Contact Center 96