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.

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?

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.

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.

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.

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.

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.

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.

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.

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

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?

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.

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.”.

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.

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.

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.

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.

Work from home programs are no longer a reward system

Aspect

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.

What Is Inside Sales And How Does It Differ From Telemarketing?

CrazyCall

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.

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.

Help Your Supervisors Start 2018 Out Right

Taylor Reach Group

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.

5 Ways to Engage Your Front-Line Staff

Taylor Reach Group

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.

WFO’s Journey into the Future

DMG

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.

Why Survival Mode Kills The Customer Experience

CX Accelerator

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 CEC Benchmark – Early Results In

Aspect

Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done.

Ensuring a Successful Go-Live Launch for Your Call Center Technology

inContact

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.

Top 5 Best Practices for Deploying a Behavior-Based Mystery Calling Incentive Program

CSR Inc.

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.

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.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

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.

The year of emotive customer experience

NewVoiceMedia

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.

The Key to Great Customer Service: Collaboration

Customer Centric Support

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.

Moments of Truth Day 2015 - at Legoland

CX Journey

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.

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

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.).