Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. The sixth and seventh segments refer to the necessary administrative and training and development responsibilities of a sales organization. Gamification uses game mechanics to encourage desired behaviors.

Gamification 52

Gamification Sales CRM Contact Center 52

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. To engage users and create a positive experience, good gamification design is essential. Analytics plays an important role in gamification success. Create a Positive UX.

Gamification 71

Gamification Best practices Analytics Feedback 71

USAN

JUNE 14, 2022

Contact center turnover rates have historically been high. These factors create more opportunities for agents looking to leave the contact center industry. These factors create more opportunities for agents looking to leave the contact center industry. Experiment with gamification. First is the U.S.

Contact Center 52

Contact Center Gamification Construction Technology 52

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. Getting and keeping contact center employees engaged is foundational to accomplishing this objective.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

NobelBiz

FEBRUARY 27, 2024

By optimizing call center operations, organizations can enhance the overall customer experience, leading to increased satisfaction. Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. Elevate Operational Efficiency : Efficiency matters.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. Getting and keeping contact center employees engaged is foundational to accomplishing this objective.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Monet Software

MARCH 19, 2020

“Know thyself” is a Greek aphorism, which turns up throughout literary history from Plato to Emerson to self-help blogs. It’s also great advice for call center leaders seeking to enhance employee engagement. It’s rather common for contact center leaders to hoist the “employee engagement project” on a manager or group of supervisors.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout?

Contact Center 0

Contact Center Gamification Morale Technology 0

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Aspect

OCTOBER 23, 2018

While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Gig workers are likely to be: More challenging to train (limited to online training typically). Less tenured and less likely to earn tenure.

Gamification 113

Gamification Contact Center Management Technology 113

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

VocalCom

JULY 3, 2017

As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible. Here are seven tips for training call center agents effectively. Use customer feedback as training material.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

Outsource Consultants

AUGUST 28, 2018

A recent article by Bill Price gives the viewpoint that first contact resolution (FCR) can be the most important contact center metric that drives customer satisfaction. However, it’s often a faulty metric with how contact centers track and report it as a one-size-fits-all piece of data. We can help!

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

TechSee

JUNE 25, 2019

This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

JANUARY 10, 2019

Contracting out your call center can cut overheads significantly, but poor service could lead to a mass departure of customers. In this blog, you’ll find three of the most notable pros and cons of outsourcing a call center. The biggest reason that a company would keep its call center in-house is control.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

USAN

MAY 19, 2022

Contact center agents have been under a lot of pressure since the pandemic began. By investing in helpful contact center tools and technologies. Technology has the power to help contact centers more effectively measure, monitor, and improve agent performance.

Technology 52

Technology Gamification Contact Center First call resolution 52

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Managing staff is far too big a topic for a single blog post. What is gamification? Benefits of gamification. Examples of gamification.

Gamification 194

Gamification Morale Contact center software B2B 194

NobelBiz

JUNE 5, 2023

Inbound lead generation includes blogging, SEO, social media, PPC. Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. To handle this, invest in compliance training and automate compliance checks using software.

Call Center 52

Call Center Scripts CRM Contact Center 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. Yeah, sure. My career began in HR actually.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

teleopti

JULY 15, 2019

With each new customer service representative hire estimated to cost the contact center $10,000 to $20,000 in training, direct recruiting costs and lost productivity during ramp up, it pays to nurture your talent and keep them on side. The post 7 Steps to CSR happiness appeared first on Teleopti Blog. Read the guide.

Gamification 57

Gamification Contact Center Self service Chatbots 57

Vonage

OCTOBER 22, 2015

With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition. Social media.

Technology 113

Technology Customer Service Gamification Wireless 113

Blueship Call Center

OCTOBER 9, 2023

With the extra time you’ll have, you may concentrate on more crucial tasks like team training, data analysis, or customer service issues. Gamifying your performance management and training is one approach to do this. By eliminating these manual procedures, agents may be more inclined to use technology that boosts productivity.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Hopefully, it helps with training purposes. What do you think are some of the biggest misconceptions about, specifically contact center agents?

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Outsource Consultants

MARCH 14, 2018

Tap into the knowledge and experience of the call center agents for some unexpected results. This portion of this blog post was based on an article from CustomerThink. To read the original article, please click the following: Give Your Call Center a Customer Service Makeover – Daniela Puzzo. Training Strategy.

Consulting 52

Consulting Consulting Call Center Calibration 52

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Implement effective online training.

At home agents 78

At home agents Coaching Gamification Metrics 78

VocalCom

AUGUST 14, 2017

For example, executives may relay brand goals to the rest of the organization, while managers implement those goals through in-depth training and mentoring of customer service agents. When employees receive customer service training, their skills and personalities may be matched to roles that suit them best.

Customer Service 48

Customer Service Contact center software Gamification Customer centricity 48

VocalCom

OCTOBER 9, 2017

Peer support, technology, and regular training are all essential to helping agents achieve their goals and driving brand success. No matter what the agent’s personality may be, interpersonal skills can be acquired and polished through training. Gamification is a great tool for motivating agents and boosting their productivity.

Sales 48

Sales Scripts Contact center software Gamification 48

VocalCom

OCTOBER 9, 2017

Peer support, technology, and regular training are all essential to helping agents achieve their goals and driving brand success. No matter what the agent’s personality may be, interpersonal skills can be acquired and polished through training. Gamification is a great tool for motivating agents and boosting their productivity.

Sales 48

Sales Scripts Contact center software Gamification 48

NICE inContact

MARCH 13, 2019

When I worked in a contact center, there was a complicated projections report that we presented to the leadership team every Monday morning. Once we documented the process, we could train someone else to run it in my absence. Automate your analysis process. But then – the macro broke! the answer is YES!

Management 54

Management Average Handle Time Gamification Contact Center 54