Brett Brosseau shares insight into Call Center Gamification

Call Center Coach

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?

Gamification: Your Key to Balancing Compliance and Debt Collections

Noble Systems

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. The post Gamification: Your Key to Balancing Compliance and Debt Collections appeared first on Noble Systems.

Accelerate Sales Effectiveness with Gamification

Noble Systems

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. Develop, Coach, Onboard, Motivate.

Accelerate Sales Effectiveness with Gamification

Noble Systems

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. Develop, Coach, Onboard, Motivate.

Grow Revenue and Elevate Your Sales Organization to World-Class Status with Gamification

Noble Systems

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. A bit about gamification. AWL GROWS REVENUE WITH GAMIFICATION. Gamification can help.

Sustaining Agent Engagement with Continuous Feedback Through Gamification

Noble Systems

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.

Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

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.

Fidotrack Gamification Releases Robust Gamified Learning Management System for Call Centers

Noble Systems

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System.

Tips and Techniques from the Gamification PlayBook

DMG

Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification.

Cough or Infection: 7 Call Center Agent Coaching Tips

Noble Systems

Regardless if your call center is focused on collections, revenue recovery, sales or customer service it’s likely you have had coaching sessions with agents and thought afterward, “ok, we are good now, they get it”, only to realize 2 days later that the symptoms are back. This is the foundation of determining who needs coaching assistance and who doesn’t. Score Cards Directly Tied to Coaching. Coaching Directly Tied to a Gamified Learning Management System.

How can we improve our contact center coaching?

DMG

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. Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications.

Move Over Millennials, Generation Z is Here

Noble Systems

Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times.

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

NICE inContact

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. Do your agents scatter like ants when they see you coming?

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Leverage Gamification for Soft Skills Development. Effective agent training and coaching have been a top priority for contact centers for a long time.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Leverage Gamification for Soft Skills Development. Effective agent training and coaching have been a top priority for contact centers for a long time.

We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Can you share some ideas to help us get started?

DMG

Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Build a culture dedicated to providing continuous feedback, coaching and training – this creates a positive environment where agents will go above and beyond, as they know that management “has their back.”.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

Gamification, which applies game mechanics to engage employees by tracking and rewarding desired behaviours, has made recent gains in popularity in the global financial industry due to its effectiveness in improving engagement, customer experience and customer loyalty.

4 Steps to Increase a Call Center’s Middle 60% Productivity

Noble Systems

Efficient managers spend most of the time coaching and getting new hires up to a solid contribution level and don’t let the ones on the way out drain their time and resources. This gets a whole lot easier by using Gamification, this is how it happens.

Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Robert Davis

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Press Release.

The New Face of Performance Management

Verint

Enterprise Workforce Optimization Back-Office Operations Coaching Performance Management Contact Centers eLearning Workforce Optimization key performance indicators Customer Service Customer Experience Scorecards Productivity, Loyalty Gamification customer engagement optimization

Employee Engagement and Better Customer Engagement in 2016

Verint

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. Everyone is looking for a competitive advantage in 2016.

Getting Comfortable at SNUG 2019

Noble Systems

One of Paul’s favorite topics to write about is gamification – he has an extensive catalog of published analysis on the technology. So naturally, he was delighted by the event’s heavy focus on gamification, coaching, and learning management.

Call center training time comes down with these 7 technologies

TechSee

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. The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Whisper coaching.

Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

To help companies master these dynamics, Verint Performance Management ™ features a unified set of dashboards, scorecards, coaching, e-learning and g amification capabilities that enable a closed-loop cycle and advanced approach to performance management. What Does Gamification Have To Do With Performance? Tweet Why is this announcement so important? Verint ® Systems Inc.

Five Tactics to Retain Your Top Call Center Agents

NICE inContact

Challenges can consistently be given through gamification tools. 5) Provide Coaching. Offering a mentor or coach is crucial to keeping your agents around. It doesn’t have to be a time-consuming task either, you can unify coaching capabilities via powerful performance management. Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired.

Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

Contact Center Pipeline reports that increasing the focus on coaching and development for agents is a top priority for contact centers worldwide. Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG

Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task. Encourage coaches to share positive feedback as well as constructive criticism. Use gamification to recognize and reward agents for doing a good job. Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss.

CX FORUMS: 2019 Keynote Speakers

Livepro

An accredited Coach and Emotional Intelligence assessor, she believes that in order to be truly successful, we need to connect with people, align with their purpose and bring them with us on the journey. Topic: ‘Leveling up your organisation with gamification’.

What is Call Center Performance Management?

Talkdesk

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. What is Performance Management?

So You Need a Quality Application? Consider These 7 Things

Customer Service Life

Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most. Among their many features is a robust coaching module where supervisors can set and track goals for their agents.

Want to Elevate Customer Experience? Start by Driving Down Agent Stress

Serenova

Workplace stress is increasing. And so are the sources of it. A survey by Northwestern National Life revealed that 40% of respondents say their job is “very stressful” or “extremely stressful.”.

Our contact center only has 25 agents, what workforce optimization applications should we use?

DMG

Contact centers of all sizes should do QA/QM so that the staff knows they are being monitored, to identify coaching opportunities, improve regulatory compliance, enhance customer engagement, and improve results (e.g., Other applications that are part of feature-rich WFO suites include: speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics, gamification, coaching and eLearning.

Building a Training Strategy

Call Center Weekly

Will providing resources to supervisors for better coaching address the need? She is a Certified Professional in Learning and Performance (CPLP) and holds a Master (Level 3) Gamification Certification from Sententia.

Customer Service Predictions for 2018

CSM Magazine

Gamification. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z. Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Voice Recognition.

The Automated Solution Your Customer Service Employees Will Actually Welcome

CSM Magazine

Your agents want: coaching that actually improves their performance. Frontline agents will probably also appreciate all the coaching feedback PMS provides.). So aside from the targeted coaching mentioned above, how do you go about coaxing those top performances out of your people?

4 Ways Technology Will Bring out the Best in Your Contact Center Agents

CSM Magazine

Leading solutions even include gamification to further engage and motivate agents. WFM solutions free up a lot of the time your coaches and managers spend doing things other than coaching and managing, thereby making it possible for agents to receive better, more focused coaching.

Incentive Programs for Service Agents: A Pre-Implementation Checklist

Customer Service Life

At some point we need to focus on managing and coaching to the behaviors we want to see rather than turning to incentives to motivate people. I’ve seen a number of gamifications platforms complete with elaborate games and leaderboards to foster competition around contact center metrics.