Noble Systems

JUNE 18, 2019

Appreciate simplicity, personalized experiences. 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.

Gamification 72

Gamification Feedback Enterprise Coaching 72

Fonolo

NOVEMBER 23, 2021

Is there a way to make the training courses more interactive? That means making training more interactive and potentially using gamification tactics in your program. Using interactive online training techniques with video conferencing can give them opportunities to engage with their team mates on a more personal level.

Call Center 148

Call Center Abandon rate Gamification Education 148

Call Design

OCTOBER 30, 2019

On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite). Here are 3 of the best ways gamification is used to drive agent engagement in contact centres.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Call Design

OCTOBER 30, 2019

On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite). Here are 3 of the best ways gamification is used to drive agent engagement in contact centres.

Gamification 60

Gamification Construction Benchmark Employee engagement 60

TechSee

DECEMBER 16, 2021

86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels. But even more significant, they will be able to provide a more personalized and relevant interaction to enhance the long-term customer relationship.

Call Center 124

Call Center Self service Gamification Contact Center 124

Real Blue Sky

JULY 12, 2022

Not only are they demanding more personalized experiences, but they also want instant service and a fast response time. The days of traditional training are ending as new technologies emerge and allow for greater efficiency and personalization. Incentives and Gamification. Customer are Becoming More and More Demanding.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

CSM Magazine

SEPTEMBER 21, 2023

By relying on AI and ML, you can deliver absolutely unique and highly personalized experiences that help users learn languages at their own pace and in their own style. Moreover, we highly recommend you add various gamification features like leadership boards, bonuses, secret lessons, etc.

Gamification 59

Gamification Coaching Education Consulting 59

Serenova

MARCH 31, 2020

A workforce that is used to meeting and receiving feedback in person will struggle with the loss of connectivity that comes with working from home. Combined with the need to work more hours due to increased call volume, many agents struggle to balance this new work structure with anxiety about family well being and their personal finances.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

JustCall

MARCH 6, 2023

Then, announce that every month, one employee will be selected as the person who has delivered above and beyond what is expected. To make this a collaborative exercise, there could be a monthly voting system for all employees to nominate the one person to be awarded. Here are some tried and tested call center incentive ideas.

Call Center 52

Call Center Gamification Metrics Upselling 52

CSM Magazine

DECEMBER 12, 2019

Each answer then leads to decision trees and courses of action, creating a map that helps you get closer to your goal. 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.

Gamification 52

Gamification Construction Accountability Coaching 52

CSM Magazine

APRIL 13, 2023

This can be especially difficult if your employees need to gain the necessary knowledge to determine the right course of action. Common Features Found in Online Ethics Training Programs Online ethics training programs help employees understand the importance of ethical decisions in their personal and professional lives.

Gamification 52

Gamification Accountability Feedback Technology 52

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Touch-tone and voice commands route calls, provide personalized information to callers and offer faster self-service for transactions that do not require an agent. Gamification.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Babelforce

MAY 19, 2022

Automated calling software can slash the time it takes to call your customers or leads, and over the course of the day, this accumulates to save your agents a significant amount of time. This means your IVR always has the right context to provide a personalized service to your customers. But what if the number skips to 1,000 people?

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

Quiq

DECEMBER 29, 2021

Boost employee engagement with gamification. Gamification. . Gamification brings an element of competition and fun to your customer service objectives. Engaging employees with gamification can help increase their productivity. But that understanding also extends to customers’ personal values.

Gamification 52

Gamification Chatbots Sales Surveys 52

Tethr

JUNE 5, 2020

Gamification works. Using listening enterprise software like Tethr, you can offer each rep a personalized training program based on actionable insight from their calls. As long as your reps have an updated knowledge base, scripts are not necessary. They can even demotivate your staff. Your team is only as good as the tools you provide.

Morale 65

Morale Contact Center Gamification Scripts 65

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Customer service is about finding a balance between efficiency and personalization…”. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

ChurnZero

JULY 22, 2022

Q: What I like to say is, of course, it depends. For example, let’s say you’re my new client and I am your personal trainer. I’m not just relying on this one person. Q: Have you found B2B companies that effectively use gamification in onboarding? That’s my soft answer. It depends on your product.

Gamification 98

Gamification Accountability B2B Enterprise 98

Call Design

FEBRUARY 10, 2022

While restrictions within Australia differ from state-to-state and continuously change, employing flexible workplace management models has proven to be the most effective course of action. Greater Flexibility. Managing people from home or in the office, and keeping rosters up to date can be very challenging.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Fonolo

JANUARY 9, 2019

We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more. What’s Inside: Gamification in the Contact Center.

Contact Center 70

Contact Center Gamification voip Chatbots 70

ProProfs Blog

SEPTEMBER 20, 2019

The brand drives customer retention using two elements – referral programs and gamification. The brand has also introduced a gamification element that shows how far your friend or acquaintance has reached in the buying experience. The Technology Angle. They should be able to find and share information amongst themselves. .

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Serenova

AUGUST 30, 2019

While praising employees for their good work is critical, you should ensure it is genuine and personal. CxEngage wallboards can display leaderboards and racing screens; gamification rankings, awards and achievements; or employee birthdays and spotlights. Keep It Sincere. Maintain Consistency.

Morale 60

Morale Gamification Coaching Employee engagement 60

Playvox

NOVEMBER 16, 2021

The hub has played a critical role in keeping the Sweaty Betty contact center team connected – especially in a virtual work environment that relies on computer screens rather than in-person interactions. More companies are using gamification to train their employees. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Quality management 78

Quality management Management Coaching Contact Center 78

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%). Over the course of a month, this looks like 240 hours of preparing and giving coaching sessions.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

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. That’s because ICCU’s CEO wants members to talk to people, not a machine, just as if they had walked into a branch office to speak with someone in person.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

Outsource Consultants

AUGUST 28, 2018

In addition, ensure the call center provides the agents with a robust CRM to assist them with all the information they need throughout the course of a call to solve the customers question quickly. However, no matter how skilled a person is by nature, it’s on your company to provide high-level training and nurturing.

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification. Rewarding agents for personal bests is a great example of an extrinsic motivator.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

Serenova

JULY 7, 2020

Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

ProProfs Blog

SEPTEMBER 17, 2021

This keeps them on track to achieve both – personal and organizational goals. Implement Gamified and Personalized L&D. Gamification is the method of turning work into a game wherein employees have to compete to get the job done. Also, review it regularly to introspect on their journey, challenges, successes, and so on.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

NobelBiz

JUNE 5, 2023

Or course, there are different types of lead generation that typically fall into two main categories: Outbound lead generation which generally include direct mail, advertising, cold calling and email marketing. Personalization is the key to unlocking successful lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52

Enghouse Interactive

FEBRUARY 9, 2021

Personalization (25.8% Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Throughout the course of this blog series, we’ve explored how successful companies think differently. This reduces unsuccessful transfers, time in queue and average handle times (AHT).

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Fonolo

JUNE 10, 2021

Games might seem juvenile at first glance, but gamification is a popular and highly effective way to engage your staff, no matter their age. Contact centers don’t always have the budget for an employee trip or paid course. The first person that finds the prize wins. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

Fonolo

APRIL 27, 2020

And it will help any of your team stay connected with each other on a personal level. Many teams thrive off healthy competition, there are plenty of ways to bring some gamification back into the virtual workplace. games over Zoom (and some cold beverages, of course!). Invest in chat and video conferencing software.

Call Center 112

Call Center Morale Contact Center Gamification 112

NICE inContact

MARCH 13, 2019

hours, which over the course of a year amounts to almost two full 40-hour work weeks! Additionally, for quite some time, I was the only person who knew how to run and apply the macro, which caused challenges if I was sick or went on vacation. I had all the right data points from reporting, but the analysis was clunky and manual.

Management 54

Management Average Handle Time Gamification Contact Center 54

Balto

SEPTEMBER 23, 2022

When you find agents are not following the course you’ve set, solicit feedback and make them part of creating or revising the playbook. With Balto, you can let agents set up the platform and put their personal stamp on it. Gamification is built into the Balto platform, including challenges, leaderboards, and badges.

Scripts 52

Scripts Gamification Benchmark Surveys 52

inSided

OCTOBER 2, 2019

Of course, this is easier said than done and it can't be achieved just any old way. Traditionally in B2B SaaS companies, speaking to your customers involved webinars, meet-ups and in-person events. In fact the very thought that facilitating self-service means taking a hands-off approach to Customer Success is totally misguided.

Self service 67

Self service B2B SaaS Gamification 67

JivoChat

JULY 20, 2021

Better yet, happy customers are more likely to refer your business to their family and friends, which helps promote your brand, grow your audience, and, of course, increase your revenue. So much so, they expect businesses to provide fast, personalized support across multiple channels. Use Gamification.

Customer retention 52

Customer retention Gamification Education Self service 52

Serenova

JULY 7, 2020

Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions.

Call Center 52

Call Center Scripts contact center solutions Coaching 52