CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Greg Salvato is a CCNG member and regular contributor, CEO of TouchPoint One LLC based in New Albany, OH.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start? A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

SEPTEMBER 27, 2023

GETTING PRACTICAL Amid contact centers scrambling to utilize omnichannel while engaging employees with gamification software and IT departments driving toward AI solutions, helping the agent to find the answers quickly for customers seems to have fallen by the wayside. All this costs more money. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

Speaker: Casey Kostecka, Convergent

Gamification is still a hot topic within the contact center world. Yet most contact centers still haven't implemented gamification due to the limited real world ROI information available. During this webinar, Casey Kostecka will share Convergent's gamification experience, actual metric improvement results, and ROI data.

Gamification

CCNG

APRIL 20, 2022

More complex processes like performance reviews, quality and compliance audits, and even gamification provide similar opportunities to gather, analyze, and act on named or anonymous employee feedback in a structured, systematic way.? Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

SEPTEMBER 3, 2020

These strategies help keep supervisors, assistant center managers, and contact center managers off the hamster wheel of trying to launch the latest and greatest gamification program, agent incentive, or daily agent drawing for a Starbucks card, which can be exhausting.

Customer Care 369

Customer Care Gamification Contact Center Management 369