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?

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.

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.

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.

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.

29 Customer Service Training and Coaching Tips

Stella Service

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver.

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.

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?

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.

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.

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.

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.

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.

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.

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?

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.

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.

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.

NICE Releases New Sales Performance Management Solution for Large Sales Organizations and NICE introduces Total Voice of the Customer, Combining Surveys with Interaction Analytics

Natalie Petouhof

The solution covers the full breadth of sales organization needs, including incentive compensation, quota and territory management, coaching, analytics and gamification. Next generation coaching: enables the implementation of a collaborative, guided coaching process to increase productivity and effectivity of sales reps. ​A Tweet What Does This Announcement Mean To Your Company?

Performance Management Takes Your Reporting to the Next Level

inContact

A performance management platform also provides data transparency for all levels of the organization, provides holistic view through data aggregation from disparate data sources, engages and retains employees through gamification, coaching and feedback mechanisms, and SO much more. I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment.

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.

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.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG

Workforce Optimization Ushers in the Real-Time Contact Center. By Donna Fluss. View this document on the publisher’s website. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years.

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.