CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Unleash the full power of your systems and data. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Noble Systems

OCTOBER 18, 2018

Improving contact center agent productivity can have a major impact on bottom-line results. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. —-.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. What does the coaching process look like?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Gamification uses game mechanics to encourage desired behaviors.

Gamification 61

Gamification Sales CRM Contact Center 61

Real Blue Sky

JULY 12, 2022

In our last blog post , we talked about how employee turnover rate can often be 100%+ annually in a contact center. The contact center is the heartbeat of every company. Advanced Technology in the Contact Center. Incentives and Gamification. The Heartbeat of Every Company. Speech Analytics.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Balto

JUNE 12, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email In today’s economy, contact center leaders are tasked with doing as much as possible with as few resources as possible. We talked to 400+ contact center leaders about exactly this phenomenon in order to understand how they are doing more with less.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Try These 3 Contact Center Strategies for Q4 Success. But why would anyone worry about potentially high sales volume? Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

JANUARY 8, 2018

Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. Gamification uses game mechanics to encourage desired behaviors.

Gamification 52

Gamification Sales CRM Contact Center 52

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Noble Systems

DECEMBER 18, 2018

Conventional motivational tactics are no longer effective, whether you manage an enterprise or contact center sales organization. That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. All of them can be enhanced with gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Balto

MAY 13, 2022

So much of the emphasis in contact centers is on providing the support and service that produce high customer satisfaction. However, we also need to focus on making sure our contact center agents are satisfied. However, we also need to focus on making sure our contact center agents are satisfied.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? These enable you to make progress on your most pressing challenges and transform into a high performance contact center. Perhaps not.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

Noble Systems

SEPTEMBER 20, 2019

How well are your customers being served by your customer support contact center? There are a number of things contact center management can do to improve AHT. Hone agent training and coaching. Implement gamification. Enter gamification. Gamification is not just about having fun. Abandon Rate.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Playvox

JULY 14, 2021

Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system.

Contact Center 52

Contact Center Gamification Coaching Management 52

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. We found that AI applications in contact centers serve two critical functions.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Balto

DECEMBER 4, 2023

Every contact center has the capability to add value to their company through customer acquisition. Get Clear on the Goal and Mission of Your Contact Center First, define what you’re trying to accomplish in your contact center. That’s the power of a centralized contact center. What is it?

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Gamification. billion in 2020. Customer Chit-Chat.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Talkdesk

SEPTEMBER 8, 2020

Gamification Applying typical elements of game playing, such as point scoring and unlocking rewards, into your training plan is a great way to create a spirit of healthy competition and engage your employees. Turning your coaching strategy into a game will improve training engagement.

Contact Center 71

Contact Center Gamification Coaching Personalization 71

Noble Systems

MARCH 20, 2020

It is a challenging time for all of us and many contact centers will be facing difficult decisions regarding the safety and well-being of their staff. Most cloud contact center solutions will be able to provide remote configuration with a web-based agent desktop and web-based system management and configuration.

Contact Center 82

Contact Center voip Gamification Government 82

Tethr

JUNE 5, 2020

Does your contact center need a morale boost? Improve employee morale and reduce call center stress using these strategies. Call center managers earn the respect of their employees by showing them that they are not above any task. Gamification works. Be a team player. Give them a career path.

Morale 65

Morale Contact Center Gamification Scripts 65

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Morale 78

Morale Gamification Contact Center Quality management 78

Noble Systems

SEPTEMBER 3, 2019

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Why is this so important? Agents are human. Humans have limits.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

NICE inContact

AUGUST 1, 2017

Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. Thus, it’s not surprising to see this behavior in coaching and management as well.

Coaching 49

Coaching Contact Center Construction Gamification 49

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88