Guest Blog: How to Use Gamification to Improve Agent Motivation

ShepHyken

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. More and more customer service teams are using gamification as a means of improving their team performance and staff retention.

Winning with gamification in the contact center

TELUS International

People and Culture

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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.

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

Game On! Using Gamification to Increase Performance and Employee Retention

Speaker: Casey Kostecka, Convergent

Have you considered implementing gamification in your center but need additional insight and information on how to make it successful? Join us as we discuss Convergent's gamification experience, actual metric improvement results, and ROI data.

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.

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.

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.

Leverage Gamification to Level Up Customer Support

Noble Systems

How well are your customers being served by your customer support contact center? First Contact Resolution (FCR). FCR refers to the percentage of support tickets that are resolved on the first contact by a customer. Implement gamification. Enter gamification.

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.

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.

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.

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.

Motivate and Engage Agents with Gamification

Aspect

According to recent data from Talent LMS, 88% of those surveyed say gamification in the software they use at work makes them happier employees. In fact, a study by CITO Research found that implementing gamification can result in significant improvements.

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.

Leverage Gamification to Level Up Call Center Service and Support

Noble Systems

How well are your customers being served by your call center service and support center? First Contact Resolution (FCR). FCR refers to the percentage of support tickets that are resolved on the first contact by a customer. Implement gamification. Enter gamification.

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 .

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.

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.

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.

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?

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.”