Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Agent training is more important than ever before. Balancing education and engagement.

Call Center 148

Call Center Abandon rate Gamification Education 148

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

Gamification 52

Gamification Call Center Contact Center Coaching 52

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

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? Training What is our first-day attendance rate for new hires? Do our learners find the training experience engaging or boring? How do we know?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

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. Strengthen connection through volunteering.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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

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

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

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

Call Design

JANUARY 20, 2022

If your contact centre also wants to increase its customer service satisfaction score, managers can coach agents to amplify customer service quality, and provide constructive feedback to improve performance. Another method of building engagement that is pivoting is gamification. The Power of Gamification.

Gamification 78

Gamification Coaching Construction Employee engagement 78

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

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

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

Talkdesk

SEPTEMBER 8, 2020

With many agents now working from home, consider utilizing dynamic training materials in order to keep them engaged and make sure they retain all the necessary security information and procedures. Turning your coaching strategy into a game will improve training engagement.

Contact Center 71

Contact Center Gamification Coaching Personalization 71

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 is not just about having fun.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Call Design

MAY 24, 2022

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. . – Like collaboration and competition.

Gamification 78

Gamification Enterprise Coaching Feedback 78

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

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 89

Customer Experience Gamification Benchmark Chatbots 89

CCNG

SEPTEMBER 27, 2023

GETTING PRACTICAL Amid contact centers scrambling to utilize omnichannel while engaging employees with gamification software and IT departments driving toward AI solutions, helping the agent to find the answers quickly for customers seems to have fallen by the wayside. All this costs more money. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 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

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Coaching is a critical aspect of agent engagement in contact centers. Using a coaching solution lets you address opportunities to improve as they happen and keep feedback frequent and useful.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

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. About Fidotrack, LLC. .

Gamification 40

Gamification Call Center Management Coaching 40

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 is not just about having fun.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

CCNG

APRIL 20, 2022

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. Senior managers gain insight to maximize their support role and their organization's supervisor training and skills development budgets.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

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 78

Best practices Employee engagement Coaching Feedback 78

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

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. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

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

ShepHyken

DECEMBER 5, 2022

Your employees want a culture that includes flexibility, learning (training), and opportunities for advancement. Centrical) Enterprises everywhere are transforming their frontline teams through interval learning and coaching, with a gamified approach. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 175

Customer Service Gamification Customer Support Customer centricity 175

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

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

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

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

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 105

Best practices Call Center Interactive Voice Response First call resolution 105

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. Score Cards Directly Tied to Coaching.

Coaching 40

Coaching Call Center Gamification Feedback 40

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62