INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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. MORE
Yet, with the development of new technologies and methods, sales coaches can conduct the whole process in a much more effective way. Gamification is one of the methods that sales coaches and sales executives use in order to motivate their peers to hit better results. 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? MORE
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. 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
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. MORE
Our core principles for coaching and incentive programs remain consistent. In addition, positive coaching techniques are critical to ensuring that any program is well-received by the front line. MORE
Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. WFO’s Journey into the Future . The contact center workforce optimization (WFO) market is in transition. Companies large and small need WFO applications to optimize employee performance and to capture and analyze customer insights. MORE
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. MORE
Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification. In the contact center, gamification is about agent engagement and the use of game mechanics, recognition and intrinsic and extrinsic rewards to drive and sustain desired behaviors. By: Peg Ayers, MBA, CCXP. 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. Factor in skill competency when determining frequency of feedback through gamification. MORE
Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Call Center Coaching Can Lead to Attrition. MORE
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. MORE
To properly coach a team, supervisors must know where each person stands in relation to goals and key performance indicators (KPIs). Up from there, of course, there are numerous automated and convenient options, some using gamification, going so far as to turn the stats of your entire operation into one big fantasy sports league. And regular coaching conversations take the fear and surprise out of the evaluation process. By: Peg Ayers. A clean slate. A fresh start. MORE
Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. As Petra Coaching says, “A players will not play with C players for long.” When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. 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. Do your agents scatter like ants when they see you coming? MORE
Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most. MORE
Conversation Analyzer and our call recording technology enable managers to use these principles to coach agents by showing examples of calls that were handled well and those that could use improvement. Business has always been an exchange — people helping people get what they want. 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. A bit about gamification. AWL GROWS REVENUE WITH GAMIFICATION. Gamification can help. 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. MORE
As with all contact center gamification , make sure you are driving the right behaviors, that all agents have an opportunity to win, and that guidelines are clear. 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. 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: 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
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. MORE
There is a real depth to this technique, and it’s akin to methods I’ve also seen work well in coaching scenarios. So, it makes sense to think about gamification here. Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin. MORE
In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. To improve AHT, quality training and customized coaching should be done. CSAT scores can be improved through personalized coaching and training as well as ensuring that the best practices are observed to exceed the bar set for other inbound contact center metrics (FCR,AHT, service level, call abandonment, etc.). MORE
Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done. 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. 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. 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. MORE
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. MORE
There are three categories of training to consider: onboarding, ongoing training, and coaching. Coaching requires interactive tools and discipline. Coaching sessions should be mandatory and based on a predefined number over the course of a month. MORE
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. Gamification uses game mechanics to encourage desired behaviors. Develop, Coach, Onboard, Motivate.
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?
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.
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.
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. A bit about gamification. AWL GROWS REVENUE WITH GAMIFICATION. Gamification can help.
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.
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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.
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.
DMG
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
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.
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. Do your agents scatter like ants when they see you coming?
|
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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.
DMG
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
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.
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. Press Release.
DMG
JULY 26, 2018
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.
CSR Inc.
JULY 17, 2016
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.
DMG
MARCH 12, 2018
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.
Aspect
SEPTEMBER 21, 2018
There are three categories of training to consider: onboarding, ongoing training, and coaching. Coaching requires interactive tools and discipline. Coaching sessions should be mandatory and based on a predefined number over the course of a month.
CrazyCall
JANUARY 21, 2019
Yet, with the development of new technologies and methods, sales coaches can conduct the whole process in a much more effective way. Gamification is one of the methods that sales coaches and sales executives use in order to motivate their peers to hit better results.
Customer Service Life
OCTOBER 20, 2017
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.
Taylor Reach Group
DECEMBER 21, 2017
To properly coach a team, supervisors must know where each person stands in relation to goals and key performance indicators (KPIs). Up from there, of course, there are numerous automated and convenient options, some using gamification, going so far as to turn the stats of your entire operation into one big fantasy sports league. And regular coaching conversations take the fear and surprise out of the evaluation process. By: Peg Ayers. A clean slate. A fresh start.
Taylor Reach Group
AUGUST 29, 2017
Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification. In the contact center, gamification is about agent engagement and the use of game mechanics, recognition and intrinsic and extrinsic rewards to drive and sustain desired behaviors. By: Peg Ayers, MBA, CCXP.
DMG
JUNE 13, 2017
Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. WFO’s Journey into the Future . The contact center workforce optimization (WFO) market is in transition. Companies large and small need WFO applications to optimize employee performance and to capture and analyze customer insights.
CX Accelerator
APRIL 11, 2018
Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most.
Aspect
OCTOBER 19, 2017
Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done.
inContact
JANUARY 24, 2017
As with all contact center gamification , make sure you are driving the right behaviors, that all agents have an opportunity to win, and that guidelines are clear.
CSR Inc.
OCTOBER 8, 2016
Our core principles for coaching and incentive programs remain consistent. In addition, positive coaching techniques are critical to ensuring that any program is well-received by the front line.
Call Center Weekly
MARCH 9, 2018
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.
Insite Managed Solutions
MAY 23, 2013
Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Call Center Coaching Can Lead to Attrition.
NewVoiceMedia
MARCH 26, 2018
Conversation Analyzer and our call recording technology enable managers to use these principles to coach agents by showing examples of calls that were handled well and those that could use improvement. Business has always been an exchange — people helping people get what they want.
Customer Centric Support
SEPTEMBER 1, 2016
Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. As Petra Coaching says, “A players will not play with C players for long.” When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.
CX Journey
NOVEMBER 12, 2015
There is a real depth to this technique, and it’s akin to methods I’ve also seen work well in coaching scenarios. So, it makes sense to think about gamification here. Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin.
Tenfold - Contact Center Blog
JULY 9, 2018
In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. To improve AHT, quality training and customized coaching should be done. CSAT scores can be improved through personalized coaching and training as well as ensuring that the best practices are observed to exceed the bar set for other inbound contact center metrics (FCR,AHT, service level, call abandonment, etc.).
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