Expert insights. Personalized for you.
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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 . MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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.”. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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.
Noble Systems
AUGUST 19, 2020
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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Call Center Coach
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? 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.
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 uses game mechanics to encourage desired behaviors. Develop, Coach, Onboard, Motivate.
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 must be systematically infused into operations with technology, executive buy-in, and cultural consistency.
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 uses game mechanics to encourage desired behaviors. Develop, Coach, Onboard, Motivate.
|
DMG Consulting
JANUARY 3, 2020
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.
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. 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.
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. With gamification, goals are clearly communicated so that everyone understands them from the start and knows how their success will be measured.
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. 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.
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. 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.
|
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 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.
DMG Consulting
MAY 15, 2017
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.
Noble Systems
OCTOBER 25, 2017
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.
Noble Systems
JANUARY 12, 2018
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.
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. Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications.
Noble Systems
DECEMBER 4, 2019
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.
Noble Systems
JUNE 18, 2019
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.
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. Thus, prep before every 1:1 coaching session and identify if there is at least one positive thing you can recognize in their performance.
Noble Systems
SEPTEMBER 29, 2020
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.
Noble Systems
DECEMBER 4, 2019
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.
Noble Systems
AUGUST 4, 2020
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 .
Noble Systems
FEBRUARY 14, 2019
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.
Noble Systems
JANUARY 30, 2019
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.
Noble Systems
FEBRUARY 14, 2019
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.
DMG Consulting
DECEMBER 11, 2017
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.”.
Noble Systems
JANUARY 30, 2019
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.
Noble Systems
OCTOBER 22, 2018
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.
Noble Systems
SEPTEMBER 3, 2019
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.
Noble Systems
DECEMBER 29, 2017
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?
Verint
FEBRUARY 19, 2016
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 Davis
NOVEMBER 10, 2018
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.
Verint
FEBRUARY 10, 2016
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.
Noble Systems
APRIL 21, 2020
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.
BlueOcean
DECEMBER 16, 2019
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
Natalie Petouhof
FEBRUARY 28, 2016
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.
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.
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. 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.
Noble Systems
JUNE 7, 2019
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.
DMG Consulting
MAY 26, 2020
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?
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