Calabrio

FEBRUARY 26, 2025

Real-Time Feedback & Coaching for Continuous Improvement Employees who receive regular, meaningful feedback are more likely to stay motivated and aligned with company goals. Career Growth & Recognition Programs to Drive Engagement Lack of career progression is one of the biggest drivers of attrition.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Calabrio

JANUARY 27, 2025

that have to be addressed with the department to reduce the number of times and duration that customers are place on hold How to Share Your Speech Analytics Findings Some companies have started to tie speech analytics findings to their gamification environments, while others share team findings with all supervisors to encourage healthy competition.

Analytics 52

Analytics Contact Center Gamification Coaching 52

Calabrio

JANUARY 27, 2025

that have to be addressed with the department to reduce the number of times and duration that customers are place on hold How to Share Your Speech Analytics Findings Some companies have started to tie speech analytics findings to their gamification environments, while others share team findings with all supervisors to encourage healthy competition.

Contact Center 52

Contact Center Analytics Gamification Coaching 52

Calabrio

MARCH 7, 2025

Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. Listen to your customers! Share these with your team to raise the bar for everyone.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Calabrio

MAY 15, 2025

Our automated quality management solution delivers consistent evaluations, free from human error and bias, and drives deep sentiment analysis, personalized agent coaching, and streamlined quality reporting. By integrating quality scoring with gamification elements, we transform quality management into a development tool agents value.

Enterprise 52

Enterprise Analytics Quality management Contact Center 52

Calabrio

MARCH 4, 2025

Develop a clear workforce engagement management (WEM) strategy, and leverage the right tools to support them with the data, coaching, and flexibility they need to handle interactions effectively and manage their work-life balance. Your contact center software should provide a unified agent desktop and access to complete customer history.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Calabrio

MAY 26, 2025

You’ll learn how forward-thinking organizations are using AI-powered analysis, coaching tools, and integrated feedback loops to transform quality from a periodic checkbox into a continuous competitive advantage. This article talks more about what a truly effective quality management system looks like in 2025. Book a demo to learn more.

Quality management 52

Quality management Management Coaching Contact Center 52

Interaction Metrics

FEBRUARY 20, 2025

Provide workshops and targeted coaching based on NPS insights. You can also encourage your customer base to participate through gamification. A well-trained frontline team can turn a negative experience into a positive one, creating opportunities to build stronger customer relationships.

Surveys 62

Surveys Benchmark Feedback Metrics 62

CX Global Media

APRIL 27, 2017

Gamification in customer experience has been used for several years. However the use of gamification tools in employee experience and performance has really just begun to emerge. But can game mechanics and adding gamification to the contact center deliver your win? Avoid Losing with Gamification. Clic k to Tweet.

Gamification 227

Gamification Call Center Morale Contact Center 227

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Many of our clients and other contact center enterprises are embracing video capabilities for their agents for new-hire on-boarding, platform training, mentoring, coaching, and more. ? ? That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CSM Magazine

JULY 3, 2017

Your agents want: coaching that actually improves their performance. Secondly, leading performance management systems will include automated coaching workflows and coaching tools that are tied to the organization’s specific key performance indicators, helping managers provide the most targeted and effective coaching possible.

Customer Service 44

Customer Service Coaching Gamification Sales 44

Noble Systems

AUGUST 19, 2020

One of these technologies is Gamification. Using gamification for financial services can benefit firms in a variety of ways. By incorporating gamification into their digital engagement strategy, banks and other lenders can improve the digital experience for employees, and ultimately, for consumers.

Gamification 98

Gamification Banking Enterprise Coaching 98

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

Call Design

APRIL 3, 2022

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. Gamification learning connects employees to business goals with progress bars, leader boards, and quick and easy learning that rewards achievements.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Gamification solutions are designed to improve “connectedness” for agents working at home, and to enhance engagement for employees performing their job in a physical contact center setting.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

DMG Consulting

JANUARY 3, 2020

Question: Our new workforce management (WFM) solution includes gamification capabilities. Organizations in many industries are leveraging the positive contributions of gamification in many areas of the enterprise, from human resources to risk management. . How should we use this feature?

Gamification 78

Gamification Management Coaching Quality management 78

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

Noble Systems

AUGUST 25, 2020

To address these challenges, many financial services firms are turning to Gamification. From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. Gamification can be used by banks, lenders, and other financial institutions to: 1.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Call Design

NOVEMBER 14, 2021

Boosting employee motivation, training effectiveness, and quality of output can all be done by an ingenious method called gamification. Gamification refers to incorporating gaming elements into the training process or other elements of a workplace to diversify and improve the agent development. Read on to discover what they are.

Gamification 78

Gamification Consulting Consulting Management 78

Noble Systems

DECEMBER 18, 2018

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. Focusing on these practices and employing gamification can set you on the path to becoming a world-class company. A bit about gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time.

Gamification 61

Gamification Sales Contact Center CRM 61

Noble Systems

FEBRUARY 4, 2019

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification. This is the case with gamification. Recognition is contagious.

Gamification 62

Gamification Feedback Morale Employee engagement 62

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Gamification is an immersive, exciting experience that engages and motivates agents. Whisper coaching. Get in the game.

Call Center 117

Call Center Technology Gamification Coaching 117

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Noble Systems

JULY 30, 2019

That’s why one BPO turned to Noble Gamification — to bring a new sense of motivation to debt collectors and improve business results. 3 Benefits of Debt Collection Gamification. Gamification creates friendly competition within the BPO organization to motivate collectors without pushing them to turn toward unjust practices.

Gamification 53

Gamification Coaching Automotive Morale 53

Noble Systems

OCTOBER 18, 2018

Identification of areas for improvement and definition of new goals should be discussed during coaching sessions. Agents taking too much time dallying between calls needs to be dealt with through coaching and setting expectations. Gamification motivates employees to stay on track. Why gamification works. —-.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Example includes random sampling calls and scoring performance through a quality monitoring program, providing reporting and remediation coaching.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Accelerate resolutions with AI-powered agent assistance. Use automation as a force multiplier.

Call Center 196

Call Center Self service Gamification Contact Center 196

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time.

Gamification 52

Gamification Sales Contact Center CRM 52

Callminer

APRIL 24, 2020

In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents. One best practice recommended by experts is to have the agent discuss what they believe to be their strengths and weaknesses during coaching sessions.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Gamification, when done correctly, has been proven to motivate employees because it taps into our competitive nature. Contact centers can tap into the same motivation.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

ShepHyken

DECEMBER 5, 2022

(Centrical) Enterprises everywhere are transforming their frontline teams through interval learning and coaching, with a gamified approach. In this guide nine operations leaders share their stories of transformation, and the positive impact gamification has had on their business.

Customer Service 190

Customer Service Gamification Customer Support Customer centricity 190

JustCall

MARCH 9, 2023

The impact of sales gamification is much lar ger than you think. Gamification is being embraced by more than 70% of organizations belonging to the Global 2000 list of companies. Gamification is known to enhance loyalty, customer engagement, and motivation. The need of the hour? Let’s get going. How does this help?

Gamification 52

Gamification Sales Morale CRM 52

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

SEPTEMBER 20, 2019

Hone agent training and coaching. Implement gamification. Learn how a global customer support operation leveraged gamification technology to reduce costs and increase service levels, while engaging employees to help improve productivity. Enter gamification. Gamification is not just about having fun. Abandon Rate.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51