Outsource Consultants

APRIL 12, 2021

Here are some ideas: Leverage a knowledge base. A knowledge base is a solution that provides agents of all levels a reliable location to pose questions, get answers, and exchange valuable training resources. Training Tip: Have the trainer ask a question, and have the trainees search for answers in the knowledge base.

Management 125

Management outsourcing Average Handle Time Gamification 125

ChurnZero

MAY 4, 2023

Many people requested best practices for the CSM role and for using the ChurnZero platform. Vanilla offered new elements that we were looking for such as: gamification to drive adoption and engagement; customization; and comprehensive analytics. Vanilla also enabled us to link our knowledge base within our community.

SaaS 98

SaaS Best practices Gamification Feedback 98

Fonolo

JUNE 22, 2021

Getting started is easy: you can read all about it in our latest practical guide, How to Foster Engagement in a Hybrid Contact Center , a rich report offering concrete insights and best practices for supporting your employees whether they’re in-office or remote. Gamification and performance-based incentives.

Call Center 151

Call Center call center software Employee engagement Gamification 151

CSM Magazine

JUNE 10, 2021

Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. To improve results, teams will share best practices, creating a learning culture that cultivates great improvements in customer satisfaction. If these tactics prove successful, shout it from the rooftops.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

JustCall

MARCH 9, 2023

Build a Resource Hub Another extremely important strategy that works wonders is empowering agents with a knowledge hub in the form of how-to guides and other resources on the product (and the company). A knowledge base comes in handy if your workforce is dispersed across the globe and your company engages in remote working.

Call Center 52

Call Center call center software Construction Best practices 52

Tethr

JUNE 5, 2020

As long as your reps have an updated knowledge base, scripts are not necessary. Gamification works. Using listening enterprise software like Tethr, you can offer each rep a personalized training program based on actionable insight from their calls. Get rid of scripts. They can even demotivate your staff.

Morale 65

Morale Contact Center Gamification Scripts 65

OctopusTech

MARCH 1, 2023

Best Practices For Effective Inbound Calls Strategy 1. Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

inSided

OCTOBER 2, 2019

Online communities give your users a transparent platform to interact and share best practices with each other—and you. Think of a knowledge base as home for both company-created Customer Success content and the best answers from your online community. What's not to love?

Self service 67

Self service B2B SaaS Gamification 67

Outsource Consultants

AUGUST 3, 2020

Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. . Through gamification and competition, your call center can help agents achieve clarity and accountability in their work, which helps bolster customer satisfaction. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. Why Gamification Matters. Gamification guides and reinforces high-value activity by capturing employee performance data and, in turn, using that data to motivate them with rewards and points. In this video, experts discuss if gamification will grow in the next year. 3. Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

NOVEMBER 2, 2022

Let’s dive into the most helpful call center management techniques and best practices you can use to improve the customer experience and the performance of your team. To help motivate your agents, consider bonus targets and incentives based on their QA checklist performance. How Do You Effectively Manage a Call Center?

Call Center 52

Call Center Management Average Handle Time Gamification 52

NobelBiz

APRIL 18, 2023

Implementing Continuous Training and Development Investing in ongoing training and development helps call center agents to stay up-to-date with industry trends, product knowledge, and best practices. One way to tackle these agent-related issues is by introducing gamification into the contact center workflow.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Magazine

JULY 3, 2017

For some, simply having easy access to detailed reports on their own performance will be a motivator, but PMS rounds out its inspirational offerings by sharing best practices and encouraging collaboration and cooperation amongst agents as well as amongst departments.

Customer Service 44

Customer Service Coaching Gamification Sales 44

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.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

TechSee

JUNE 4, 2019

Lessonly for Chrome is an engaging onboarding platform that provides agents with individualized learning, practice opportunities in real-life customer service scenarios, and clear feedback and insights that help pinpoint areas for further improvement. Gamification is an immersive, exciting experience that engages and motivates agents.

Call Center 117

Call Center Technology Gamification Coaching 117

NobelBiz

FEBRUARY 22, 2023

Enhance your Knowledge Base with a chapter devoted to remote work and best practices, which includes all of the methods, rules, and solutions to particular telecommuting queries. Knowledge base An effective knowledge management platform provides remote agents with rapid access to client replies.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

Enhance your Knowledge Base with a chapter devoted to remote work and best practices, which includes all of the methods, rules, and solutions to particular telecommuting queries. Knowledge base An effective knowledge management platform provides remote agents with rapid access to client replies.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Playvox

JUNE 22, 2023

Incorporate gamification and other engagement tactics to boost retention of content. Develop and enhance your knowledge base and resources available to agents to help them better resolve customer questions and challenges.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Comm100

NOVEMBER 23, 2020

Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! The Comm100 system now includes a full digital omnichannel solution combining live chat, email, social media, SMS, chatbots, and knowledge base, all in one. Free Live Chat Software for Unlimited Agents. Get Comm100 Free.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

Fonolo

JUNE 17, 2015

Use incentives and gamification. Curate a knowledge base. Call Center Training Best Practice. If there’s one thing any coach or contact center manager will agree with, it’s that the best type of call center training is hands-on. Use incentives and gamification. Create a buddy system.

Call Center 96

Call Center Gamification Coaching Contact Center 96

DMG Consulting

OCTOBER 4, 2018

Today it is viewed as an essential contributor to AI solutions, as the knowledge base is a great source of the data needed to feed AI solutions. The KM solutions are allowing and even encouraging their users to access a variety of sources to participate in knowledge creation, including customers, communities and crowdsourcing.

Management 72

Management Virtual Agent Gamification Technical Support 72

aircall

APRIL 16, 2021

They’d rather take the lead and get an answer on their own using an automated voice response system or a knowledge base. They can use a knowledge base to answer questions, transfer calls to agents that are available, and access all the details that make for excellent customer service. 7) Failing to personalize calls.

SaaS 62

SaaS Sales Coaching APIs 62

JustCall

MARCH 9, 2023

Best Practices for Improving Conversation Intelligence From designing corporate-wide objectives to making and monitoring significant improvements, conversation intelligence can greatly impact your business operations. The scores should be based on what salespeople say during conversations with prospects.

Coaching 52

Coaching Sales Chatbots Analytics 52

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. This is achieved maintaining a comprehensive knowledge base (FAQs) that customers can use as the first line of support. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78