USAN

JUNE 14, 2022

Instead of being judged for a reflexive action, the agent is nudged toward positive solutions in a way that feels constructive, not critical. Experiment with gamification. Gamification technologies are an innovative, rewarding way to optimize your workforce.

Contact Center 52

Contact Center Gamification Construction Technology 52

NobelBiz

FEBRUARY 27, 2024

Use gamification as part of training Incorporate game-like elements in training programs to increase engagement and motivation. Gamification can make learning more interactive and enjoyable, leading to better retention of information and skills. Offer regular feedback Constructive feedback is vital for agent development.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CSM Magazine

DECEMBER 12, 2019

Coming with a natural “if/then/else” construction, decision trees make an excellent instrument helping you visualize a decision and break it in categories and components. Gamification in the Decision-Making Process. Based on the design and laws of computer video games, gamification is an advanced tool.

Gamification 52

Gamification Construction Accountability Coaching 52

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc. Assess Team is an easy-to-use tool for getting clear and constructive feedback.

Management 59

Management Gamification Analytics Enterprise 59

Fonolo

APRIL 5, 2022

The Manager’s Guide to Call Center Gamification. A call center leader should deliver encouragement and constructive criticism in a way that helps the agent grow. Customer experience managers agree that patience is one of the most vital soft skills that surpasses even technical knowledge in importance. Change management.

Call Center 99

Call Center Contact Center Gamification Construction 99

Balto

OCTOBER 20, 2022

Be sure to highlight where they are performing well and providing constructive feedback on areas they can improve. 6) Use Gamification. With gamification, you’ll encourage agents to hit all their marks during customer interactions and everyone will have transparency in the QA process. Assign Quality Assurance Ownership.

Best practices 52

Best practices Call Center Gamification Coaching 52

Tethr

MAY 11, 2020

Gamification works. Be sure to give personal constructive criticism to the individual in private so they don’t feel embarrassed or attacked. Get in the habit of holding end-of-quarter dinners to celebrate the quarter’s biggest achievements and growth, and discuss the plan to perform even better over the next quarter. Not so much.

Call Center 68

Call Center Morale Gamification First call resolution 68

COPC

JANUARY 15, 2024

By providing feedback and constructive criticism, staff productivity and performance will improve.   Engagement for Retention: Maintain engagement through consistent coaching by recognizing milestones and promoting social knowledge sharing and gamification.   Inconsistency can cause frustration and lead them to leave the company. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

DMG Consulting

JULY 26, 2018

Encourage coaches to share positive feedback as well as constructive criticism. Use gamification to recognize and reward agents for doing a good job. Document the QA criteria and what is expected for each call type so that call scoring is objective and agents know what is expected of them.

Best practices 48

Best practices Call Center Calibration Gamification 48

Blueship Call Center

OCTOBER 9, 2023

Giving your staff constructive criticism as opposed to merely pointing out where they are falling short can encourage improvement. You can make sure your outsourced customer care services staff are engaged by utilising gamification, giving useful feedback, and keeping excellent connections and communication with your team.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Calabrio

AUGUST 7, 2019

ICCU invites agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification, scheduling policies, new program rollouts, etc. The credit union has constructed a new building to house a state-of-the-art contact center and IT operations.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

Monet Software

APRIL 24, 2020

If an agent feels threatened or disconnected, constructive critique can come across as harsh criticism. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

JustCall

MARCH 9, 2023

Always Provide Customized and Relevant Feedback Perhaps the most important strategy of them all you need to set up a constructive feedback mechanism in place. If the goal is unattainable, it might dampen your agent’s motivation and set them for failure. What Are the Must-Have Skills for a Good Call Center Trainer?

Call Center 52

Call Center call center software Construction Best practices 52

NICE inContact

AUGUST 1, 2017

Lead with those positives, and then provide constructive feedback related to the performance gaps on your mind. Additionally, you can employ gamification and recognition to track agent performance and reward them with coins and achievements that positively reinforce desired behaviors. This makes work fun and engaging for agents.

Coaching 49

Coaching Contact Center Construction Gamification 49

ProProfs Blog

SEPTEMBER 17, 2021

Even when they have some shortcomings to work upon, make sure to give them constructive feedback by highlighting their strengths and weaknesses alike. Gamification is the method of turning work into a game wherein employees have to compete to get the job done. Design Dynamic HR Processes. Implement Gamified and Personalized L&D.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

CX Journey

NOVEMBER 12, 2015

Legoland, home to the legendary construction toy, never struck me as a conference venue. 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. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

Verint

NOVEMBER 27, 2017

As times change and customer preferences evolve, so do the dos and don’ts of constructing effective surveys. The trend toward using more photos, graphics and gamification techniques is a good one, but proceed carefully. The basics covered in that September 2016 column do still hold true. Involve the experts.

Surveys 32

Surveys Construction Feedback Gamification 32

Vistio

JUNE 29, 2021

It can be done using gamification. And to my mind, the only way things are going to get better is if people on the front lines are vocal and that they come to the table with constructive ideas and constructive ways of improving solutions. But in my mind, this is probably the frontline solution of 2021.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Playvox

APRIL 27, 2023

Gamification: Sometimes Work Can Be Fun And Games Contact center gamification includes a wide variety of strategies and programs designed to introduce friendly competition, social recognition, and a sense of progression into the day-to-day activities of your agents. The gamification software Kahoot!,

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Lumoa

FEBRUARY 9, 2023

Customer experience is constructed in direct or indirect interaction with your company but it always involves the subjective response of the customer. Customer Service Gamification Customer service gamification is a customer experience strategy used to enhance customer engagement and customer loyalty.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Call Center Weekly

MARCH 9, 2018

That reminds me of the freeway construction that never ends – once one end is finished, they start all over again at the other end because traffic has outgrown the infrastructure. She is a Certified Professional in Learning and Performance (CPLP) and holds a Master (Level 3) Gamification Certification from Sententia.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

Liveops

MARCH 12, 2020

They also know they don’t need to raise salaries, offer four-week sabbaticals, or construct onsite gyms to attract and keep people. . Another key to success in adult learning is gamification. This may sound like a crisis, but smart business leaders see it as an opportunity. They know that the best employees aren’t born—they’re created.

Education 62

Education Gamification Construction Morale 62

Balto

APRIL 20, 2023

The least pressured industries were Home Improvement, Construction, and Retail. Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. The most pressured industries were Transportation, Travel & Hospitality, Collections, Insurance, and Financial Services.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52