Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

Improving contact center agent productivity can have a major impact on bottom-line results. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. Gamification motivates employees to stay on track.

Accelerate Sales Effectiveness with Gamification

Noble Systems

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. Understanding the sales stages in the Hierarchy of Revenue Needs is the first step toward achieving a highly effective contact center sales team. Contact per Hour.

Outbound Call Centers: From Robocalls to Gamification

Noble Systems

Outbound call centers get a bad rap as people often think of robocalls from companies you may have never heard of, let alone have a relationship with. It is the technology behind it, however, that can make or break the overall success of the center’s day-to-day operations.

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. For decades contact centers have explored ways to turn the tide of low employee engagement and low morale.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Gamification is an enabling technology that can help. Start Building the Core of Your Employee Engagement Plan with Gamification. Contact center agents are no different.

Advance Collections and Debt Recovery with Gamification

Noble Systems

Collections and debt recovery call centers don’t have a great reputation with consumers. For those who work in collections and debt recovery call centers, this scenario is a day-to-day reality. Some customers get easily frustrated when contacted by a collector.

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.

Contact Center Update: Catching Up With Noble Systems

Noble Systems

Lee and Erik covered a wide range of subject matter in the two-part Q&A, such as mitigating agent attrition, CCaaS adoption, gamification, and the requisite omnichannel functionality that today’s contact centers need. Contact Center Update: Catching Up With Noble Systems.

Building Contact Center Solutions for Modern Businesses

Noble Systems

In the 2nd part of a Q&A with CUSTOMERZONE360, Editor Erik Linask and Noble’s VP of Marketing Lee Allum discuss maximizing the value of your contact center to both your customers and your company, and how your technology stack can be a big difference-maker. “Contact center technology is shifting from reactive to proactive to improve the customer experience.” Building Contact Center Solutions for Modern Businesses.

What’s Holding Back the Contact Center Industry?

Fonolo

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal.

Grow Revenue and Elevate Your Sales Organization to World-Class Status with Gamification

Noble Systems

Conventional motivational tactics are no longer effective, whether you manage an enterprise or contact center sales organization. That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. Leverage Gamification for Soft Skills Development.

Contact Center Agents and the Importance of Engagement

Noble Systems

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. Motivation Through Gamification . Gamification Workforce Engagement

The Benefits of Gamification for Call Center Managers

Fonolo

Attention all call center managers: It’s time to talk about you. Picture it: You are the fearless leader of a call center team in 2018. And like any good puzzle, managing a call center has a unique set of ever-evolving challenges, attrition being high on the list.

5 Tips to Lower Contact Center Attrition

inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

The Top Contact Center Trends to Watch in 2019 [White Paper]

Fonolo

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. Social Media as a Contact Center Touchpoint. Storyline: Gamification.

Contact Centers? Say Hello to 2019

Fonolo

2018 was a big year for the contact center industry. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center.

Five Tips for Improving Contact Center Management

inContact

Contact center management is hard. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution. Very hard, actually.

How To Build A Contact Center Gamification Program That Works

SharpenCX

Being a contact center agent is a tough job; it’s stressful, tiring, and often thankless. The post How To Build A Contact Center Gamification Program That Works appeared first on Sharpen Contact Center Software.

These 8 Technologies Are Transforming the Contact Center

DMG

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Cloud-based contact center infrastructure (ACDs and dialers). Gamification.

Contact Center Technology Trends – Bring About Transformation

Dialer 360

Call center always tries to focus on incoming and outgoing voice calls. Completely functional call center takes benefits of customers. Call center also usage a blended rep. The IP call center takes benefit of the inherent advantage of IP communication. Gamification.

Year in Review: What Contact Centers Learned in 2018

Fonolo

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers.

The Top Contact Center Acquisitions of the Last 6 Months

Fonolo

This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. We continue to see a very active M&A market in the contact center space.

5 Tips to Lower Contact Center Attrition

inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

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.

Top Priorities in Customer-Centric Contact Centers

RapportBoost

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

Gamify Onboarding to Win the Battle Over New Hire Retention

Noble Systems

Starting a new position in a contact center can be both exhilarating and overwhelming. Beating the odds with Gamification. To achieve a winning onboarding strategy, many companies are leveraging gamification to remove the tedium of traditional programs and accelerate learning.

Agent Retention: Closing the Revolving Door

Contact Center Pipeline

1 challenge for contact centers. One way to combat higher turnover in the center due to […]. Agent Retention agent retention call center contact center gamification incentives new-hire retention recognition

Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology

inContact

The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seven days a week, 365 days a year. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed. The contact center takes more calls than a year ago, even with two fewer agents.

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. Contact Information. Press Release.

Build Contact Center Knowledge for Improved Customer Experience

8x8

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. In fact, our contact center won industry accolades as best-in-class for service three years in a row.

Why Your Business Needs a Multilingual Contact Center

Outsource Consultants

If you’re thinking globally about your company, you should consider working with a nearshore or offshore contact center partner. Need a multilingual contact center to provide your customer service? Your company strives to provide great customer service.

Trip Report: ICMI CC Demo Features Cloud, Gamification, and More!

Strategic Contact

I just returned from Dallas where I mingled with new and old friends at ICMI’s Contact Center Demo & Conference. I relish interacting with contact center professionals during the half-day and one-hour seminars that I teach.

Build Contact Center Knowledge for Improved Customer Experience

8x8

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge. In fact, our contact center won industry accolades as best-in-class for service three years in a row. Contact Center Featured

Build Contact Center Knowledge for Improved Customer Experience

8x8

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge. In fact, our contact center won industry accolades as best-in-class for service three years in a row. Contact Center Featured

Video: Turning Your Contact Center Into A Profit Center

RapportBoost

We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. We are going to talk about training, how to train your chat agents to drive profitability, and how to implement change the contact center.

Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center

BlueOcean

Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center. Building the Contact Center SOW: The Framework for Success.

How can we improve our contact center coaching?

DMG

Question: How can we improve our contact center coaching? Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications. periods of low volume) to minimize customer and contact center impacts. 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.

A Contact Center Expert’s Guide to Improving CX in 2019

VHT

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. A KMS working in contact with data analytics will pop other useful information to agents as they talk with customers.