Financial Services and Gamification: Train, Motivate & Retain

Noble Systems

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.

Why Using Gamification for Financial Services Makes Sense

Noble Systems

One of these technologies is Gamification. Using gamification for financial services can benefit firms in a variety of ways. Gamification can help insurance companies keep pace with consumers. Gamification is about having fun with a purpose.

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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? Watch Brett Brosseau share insight into winning with call center gamification. Gamification has experienced success as a result of tapping into both intrinsic and extrinsic motivators.

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. 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 uses game mechanics to encourage desired behaviors. Develop, Coach, Onboard, Motivate.

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. Gamification creates friendly competition within the BPO organization to motivate collectors without pushing them to turn toward unjust practices. Gamification must be systematically infused into operations with technology, executive buy-in, and cultural consistency.

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. 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 uses game mechanics to encourage desired behaviors. Develop, Coach, Onboard, Motivate.

How should we use gamification in workforce management (WFM)?

DMG Consulting

Question: Our new workforce management (WFM) solution includes gamification capabilities. Answer: Gamification can enable employees to earn rewards, recognition, and/or social rank for achieving key performance indicator (KPI)-based goals, helping peers improve performance, successfully completing eLearning activities, adhering to schedules, and much more. Successful gamification programs are based on the fundamental principle that people are motivated by different things.

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. Plus, gamification can be tailored to the needs of several employee groups, which makes it ideal for all generations of employees – from baby-ers and Generation Xers, to Millennials and the latest, Gen Zers. Factor in skill competency when determining frequency of feedback through gamification.

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. Focusing on these practices and employing gamification can set you on the path to becoming a world-class company. A bit about gamification. With gamification, goals are clearly communicated so that everyone understands them from the start and knows how their success will be measured.

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. One tried and true method is to employ gamification. Leveraging gamification begins with defining your organizational goals and mapping the behaviors agents need to exhibit to achieve them.

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. Plus, gamification can be tailored to the needs of several employee groups, which makes it ideal for all generations of employees – from baby-ers and Generation Xers, to Millennials and the latest, Gen Zers. Factor in skill competency when determining frequency of feedback through gamification.

Leverage Gamification to Level Up Call Center Service and Support

Noble Systems

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 applies game mechanics to other areas of activity to motivate and engage agents to continually improve by adding an element of fun to the work they do. Gamification is not just about having fun.

Tips and Techniques from the Gamification PlayBook

DMG Consulting

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.

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. Fidotrack’s Gamified Learning Management System includes an Employee Survey Engine and both features are fluidly integrated within the existing Fidotrack Gamification platform.

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 Consulting

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.

Improve CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback. By adding the power of gamification to a VoC platform, companies can put customer feedback at the center of their reward and recognition program. Gamification Also Rewards Customers for Their Feedback.

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. Gamification can also be used to encourage the use of internal and external social networks by rewarding employees for their efforts. Gamification also provides continuous feedback.

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. Thus, it’s not surprising to see this behavior in coaching and management as well. Thus, prep before every 1:1 coaching session and identify if there is at least one positive thing you can recognize in their performance.

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation.

Increase CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback. By adding the power of gamification to a VoC platform, companies can put customer feedback at the center of their reward and recognition program. Gamification Also Rewards Customers for Their Feedback.

It’s Time to Rethink Your Collection Strategy

Noble Systems

WFM allows you to quickly adjust forecasts for new contact patterns, so you can schedule the right resources to ensure proper staffing and reduce intraday adjustments. • Track, Analyze and Reward Collector Behavior with Speech Analytics and Gamification .

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. Start Building the Core of Your Employee Engagement Plan with Gamification. Many companies turn to gamification to address the top drivers of employee engagement.

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. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. The trend in 2019 is to leverage gamification to develop the soft skills that agents need to humanize conversations and communicate more effectively with customers.

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. Start Building the Core of Your Employee Engagement Plan with Gamification. Many companies turn to gamification to address the top drivers of employee engagement.

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 Consulting

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.”.

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. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. The trend in 2019 is to leverage gamification to develop the soft skills that agents need to humanize conversations and communicate more effectively with customers.

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. Armed with this information you can coach individual agents or identify pervasive agent, product/service or technology issues that need to be addressed. Gamification can help you get there and keep you there.

Contact Center Agent Burnout – Part 2, Causes and Remedies

Noble Systems

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Gamification. Gamification uses game mechanics to make training more fun. Companies that use gamification can easily provide feedback on performance and goal attainment on a continual basis. Gamification is great at recognizing and rewarding milestones and progress toward performance metric attainment.

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. Also, include them in joint coaching sessions, this will reinforce the message from the supervisor with the practical use case of the top 20 rep. What is the real difference between your top reps and bottom reps?

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 optimizationToday, it is all too easy for customers to switch to a competitor.

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. RCDA, a contact center consulting , training and coaching consultancy , works with contact center supervisors to help them become competent coaches and experts in demonstrating best practices and processes including RCDA’s exclusive Quality Conversation methodology.

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. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

How to Ensure Business Continuity for Call Centers During COVID-19

Noble Systems

VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. To make sure agents are fully engaged and can deliver accurate and consistent messaging to customers, ongoing training , coaching and interaction monitoring are essential. The coronavirus has resulted in a global crisis affecting millions of people.

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

BlueOcean

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak. Agent Insights Call Center Agents Contact Center Coaching Holiday Customer Service Patty Isnor contact center agent holiday customer service holiday season in the contact center

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.

3 ways to equip contact center agents with security training

Talkdesk

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.

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.

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. Gamification’s growing importance to the contact center industry was emphasized in the results of Saddletree Research’s 2019 survey of end-users, with over 30% of the North American contact center market planning to evaluate gamification for purchase in 2019, and nearly 10% having already implemented the technology.

What technology will help contact center agents manage the move to work from home permanently?

DMG Consulting

In addition to WFM and IA applications, other WFO modules such as knowledge management solutions, analytics-enabled quality management, eLearning/coaching, gamification, and more can provide benefits for work-at-home scenarios. Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move. What technology will help us manage this shift?