CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins. Gather in person. Strengthen connection through volunteering.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

COPC

MARCH 11, 2024

Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members? By guiding them through a personalized experience, you can better engage them and set them up for success. Training What is our first-day attendance rate for new hires?

Call Center 99

Call Center Gamification Coaching Employee engagement 99

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Benefits Of Talent Development Initiatives Professional development and training programs create a culture of learning, which is attractive to top-performers. One of the most effective forms of training is peer learning.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Call Design

MAY 14, 2024

Self-Rostering of Coaching and Training activities Empower your agents by giving them access to book their own coaching, training, or even follow-up time. If you pair an IDP Checker Rule, with a Personal Account Rule you can allow your agents to schedule these activities when it suits.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Real Blue Sky

JULY 12, 2022

This month, as part of our ongoing series on employee experience, we focus on arguably the most important aspect of your employees’ journey – training! (PS There are two ways in which a manager can impact employee’s output: motivation and training. If you are not training, then you are basically neglecting half the job.”.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Balto

JUNE 12, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%), and bringing up the rear were none of the above (5.71%), and gamification tools (9.43%). How can agent training act as a lever to drive positive outcomes for your contact center?

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

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. The sixth and seventh segments refer to the necessary administrative and training and development responsibilities of a sales organization. Develop, Coach, Onboard, Motivate.

Gamification 61

Gamification Sales CRM Contact Center 61

Outsource Consultants

APRIL 12, 2021

In part two, we’re focusing on how business leaders can work with their BPO partners to set more ambitious training targets. In the last year, organizations with rock-solid training processes were handsomely rewarded, quickly scaling their teams remotely as the need for work-from-home agents skyrocketed. What gets you over the hump?

Management 125

Management outsourcing Average Handle Time Gamification 125

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Talkdesk

SEPTEMBER 8, 2020

With the shift to remote work due to COVID-19, protection of data has become a sensitive topic as more employees are using their home connection or working from personal devices. Turning your coaching strategy into a game will improve training engagement. Cybersecurity hackers lured by this newfound opportunity.

Contact Center 71

Contact Center Gamification Coaching Personalization 71

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

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. The sixth and seventh segments refer to the necessary administrative and training and development responsibilities of a sales organization. Develop, Coach, Onboard, Motivate.

Gamification 52

Gamification Sales CRM Contact Center 52

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. Gamification is one of the best ways to help your agents internalize these important skills and use them effectively in their roles. Customer Call Roleplay.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. When agents can find the answers quickly instead of scrolling through a lot of information, new hire training quizzes take on a whole new meaning. This can add another 30 to 45 seconds to the call.

Management 195

Management Average Handle Time Self service First call resolution 195

Noble Systems

SEPTEMBER 20, 2019

Moreover, 63% are willing to share more personal information and opinions when a company provides a great experience. Hone agent training and coaching. Implement gamification. Enter gamification. Gamification is not just about having fun. Optimize call routing. Build a knowledge base. Streamline processes.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. To do that effectively takes well-trained agents and ongoing, consistent agent training programs—from onboarding and beyond. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

ShepHyken

DECEMBER 5, 2022

From Thanksgiving celebrations to Christmas festivities, end-of-year reflections, and year-ahead preparations, our personal and professional calendars are likely brimming with activity and commitments. Personalization is more important than ever. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 174

Customer Service Gamification Customer Support Customer centricity 174

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

Noble Systems

SEPTEMBER 20, 2019

Moreover, 63% are willing to share more personal information and opinions when a company provides a great experience. Hone agent training and coaching. Implement gamification. Enter gamification. Gamification is not just about having fun. Optimize call routing. Build a knowledge base. Streamline processes.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Callminer

APRIL 24, 2020

In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Train Your Agents Effectively. Thanks for your patience.”.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

COPC

JANUARY 15, 2024

But before they become proficient and fully productive, there are activities to onboard, train, nest, and become operational, usually happening within their first 90 days.   Delivering a high-quality training program is essential for new hires to build their skills and become proficient.  Training must be continuous.

Best practices 79

Best practices Employee engagement Coaching Feedback 79

Outsource Consultants

FEBRUARY 22, 2021

But to truly succeed, call centers need to empower supervisors with training to support their agents. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. Areas of innovation your BPO should already offer supervisors: LMS solutions to replace or supplement in-person training.

Call Center 76

Call Center Gamification Coaching Morale 76

CSM Magazine

DECEMBER 12, 2019

But, can one train such skills? Gamification in the Decision-Making Process. Experts agree that leaders can align each action’s immediate return with the value of its long-term consequences through gamification. Based on the design and laws of computer video games, gamification is an advanced tool. Author Bio.

Gamification 52

Gamification Construction Accountability Coaching 52

Noble Systems

DECEMBER 4, 2019

Training employees when and how to ask for feedback is vital. 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.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

NobelBiz

FEBRUARY 27, 2024

Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Elevate Operational Efficiency : Efficiency matters.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Your team has to know you as a person, not just a supervisor. Joe Bailey.

Call Center 182

Call Center Management Scripts Coaching 182

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. To do that effectively takes well-trained agents and ongoing, consistent agent training programs—from onboarding and beyond. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Embrace continuous training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Noble Systems

JUNE 18, 2019

Appreciate simplicity, personalized experiences. 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 72

Gamification Feedback Enterprise Coaching 72

Balto

MAY 13, 2022

That’s why so much of the measurement and training we do is aimed at providing the level of service that creates high CSAT and NPS scores. Attracting, recruiting, hiring, onboarding, and training are expensive. Not only does this encompass training, but it also means providing the tools and knowledge agents need to do their job.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

Noble Systems

DECEMBER 4, 2019

Training employees when and how to ask for feedback is vital. 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.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Balto

OCTOBER 20, 2022

Based on the data received from the QA program, you’ll be able to coach and train agents to work towards this business goal and others important to your organization. Use call center quality assurance training on a regular and recurring basis to empower your agents to provide better customer conversations.

Best practices 52

Best practices Call Center Gamification Coaching 52

Playvox

NOVEMBER 16, 2021

The challenge of hiring and training more than 100 remote employees, as well as the operational considerations stemming from increased product demand, meant it wasn’t feasible for contact center leaders to spend hours conducting manual agent quality assessments. More companies are using gamification to train their employees.

Quality management 78

Quality management Management Coaching Contact Center 78

Blueship Call Center

OCTOBER 9, 2023

Empathy will assist you in concentrating on improving customer happiness, which will have an impact on your bottom line, as part of your performance coaching objectives. It entails bringing it up in every conversation that you, your staff, and the client have over the phone, via email, and in person. It makes everything clear.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Noble Systems

SEPTEMBER 3, 2019

When you factor in that call centers typically spend $8800 on hiring and training new agent, attrition can cost a 100-agent contact center about $325,600 per year. Lack of proper agent training. All new agents need training. Training bolsters agent confidence and keeps them engaged which increases job satisfaction.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53