Winning with gamification in the contact center

TELUS International

People and Culture

3 Gamification Types to Use in Your Contact Center

NICE inContact

So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line. With such clear benefits, incorporating gamification into your performance management program is a win-win situation. However, gamification—like ice cream—comes in a variety of “flavors” that are best suited for different data and engagement scenarios.

Gamification: How It Can Help Your Customers and Employees

Ansafone

For many business executives trying to figure out how they can improve their team’s productivity, gamification may offer a viable solution. So, let’s start … Gamification: How It Can Help Your Customers and Employees Read More ». Contact Center customer experience gamification

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.

Game On! Using Gamification to Increase Performance and Employee Retention

Speaker: Casey Kostecka, Convergent

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.

Onboard, Train and Engage Remote Agents with Gamification

Noble Systems

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. A work-at-home agent model allows contact centers to attract more experienced workers. Gamification can help right from the start.

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Fonolo

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Gamification.

Game on! Motivating agents with Gamification

Integra

Learn how we are able to achieve this with our Gamification module. Motivating agents with Gamification appeared first on Contact Center Software - Integra CCS. Keeping agents happy and motivating is today’s challenge and main objective.

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.

Contact Center Agent Burnout – Part 2, Causes and Remedies

Noble Systems

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Gamification.

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.

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.

Humanizing the Digital Customer Experience: With Gamification, Call Centers Win Big

Noble Systems

It’s at that point they turn to call centers, where the outcome of either continued loyalty or permanent customer attrition often hangs in the balance. To this end, the use of call center gamification represents a bona-fide breakthrough. How Gamification Works.

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.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

5 Ways to Transform Contact Center Customer Experience

Transparent BPO

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. How can contact centers turn that around so that customers are left feeling positive about the interaction?

Contact Center Agent Burnout – Part 1, Warning Signs

Noble Systems

Call centers are high-pressure, stressful environments. Top 10 Signs of Contact Center Agent Overload. When contact center agents experience a significant amount of stress, it can become difficult to concentrate.

A jugar! Motivando agentes con Gamification

Integra

Aprenda cómo podemos lograr esto con nuestro módulo de Gamification. Motivando agentes con Gamification appeared first on Contact Center Software - Integra CCS. Mantener a los agentes felices y motivadores es el desafío y el objetivo principal de hoy.

Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 1

Noble Systems

Gamification is the process of applying game mechanics to non-gamified environments, such as contact center operations. Although launching a gamification program can be easy, keeping the program fresh so that users continue achieving sustainable results requires more attention.

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 .

Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 3

Noble Systems

In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term success with gamification. To engage users and create a positive experience, good gamification design is essential.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

5 Tips to Lower Contact Center Attrition

NICE 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.

Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 2

Noble Systems

In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving long-term success with gamification. Rewards play a major role in the success of your gamification program.

Game on! Motivating agents with Gamification

Integra

Learn how we are able to achieve this with our Gamification module. Motivating agents with Gamification appeared first on Contact Center Software - Integra CCS. Keeping agents happy and motivating is today’s challenge and main objective. link]. The post Game on! Integra's Blog

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.

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.

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.

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.

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.

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.

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.

Five Tips for Improving Contact Center Management

NICE 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.

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.

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.

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.

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.

Gamification Is No Longer a Buzzword

Verint

Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”

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.