Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. E-learning and Online Call Center Training Courses E-learning is a great way to complement practical and in-house call center training.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Noble Systems

JUNE 18, 2019

Attracting these technology proficient workers requires attention now. Need technology to keep pace. Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. Like collaboration and competition.

Gamification 72

Gamification Feedback Enterprise Coaching 72

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

There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges. These technologies are paving the way for new possibilities for the future of call centers. Let’s look at some of the trends that are expected to drive this year’s priorities.

Call Center 124

Call Center Self service Gamification Contact Center 124

Real Blue Sky

JULY 12, 2022

Advanced Technology in the Contact Center. Technology is transforming how we learn and how we train our agents. This technology can teach new skills, track performance, manage coaching and feedback sessions, conduct testing and assessment, and be used to effectively communicate with colleagues around the world.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Call Design

FEBRUARY 10, 2022

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. The prevalence of Omicron has also highlighted that reduced numbers of agents requires better technology and systems to help cater for the workload when people unexpectedly call in sick.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Strategic Contact

NOVEMBER 2, 2016

And, of course, I like to check out the latest vendor offerings. My sessions on technology selection and implementation. I just returned from Dallas where I mingled with new and old friends at ICMI’s Contact Center Demo & Conference. Read More »

Gamification 48

Gamification Contact Center Technology 48

Fonolo

APRIL 5, 2022

They must set strong examples of teamwork, work ethic, company values, and of course: customer service. The Manager’s Guide to Call Center Gamification. But transitional periods involving employee turnover, new management, and the adoption of new tools and technology can also have a significant impact on agent morale and performance.

Call Center 99

Call Center Contact Center Gamification Construction 99

Aspect

OCTOBER 23, 2018

It all starts with a sound technology foundation. Of course some time slots will be less desirable for agents to work like holidays or meal hours. This could be merit increment for gamification, different pay rate, or other special incentive. Reward a group or groups(s) with early access as part of gamification strategy.

Gamification 113

Gamification Contact Center Management Technology 113

Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. This requires the right people, processes, and technologies. Become a Workplace of Choice. Getting Started. ENJOYING THIS ARTICLE?

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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

Noble Systems

SEPTEMBER 3, 2019

In addition to training on the product they are servicing or the offer they are selling, they also need training on security, regulatory compliance, soft skills and proper use of the tools and technologies that they are required to use each day. Gamification. Gamification uses game mechanics to make training more fun.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CSM Magazine

SEPTEMBER 21, 2023

Though such materials can be helpful, modern technologies let developers build much more efficient solutions with various formats of content and ways of presenting materials. Moreover, we highly recommend you add various gamification features like leadership boards, bonuses, secret lessons, etc.

Gamification 59

Gamification Coaching Education Consulting 59

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. At the same time, they use technology tools to their full potential to ensure a comprehensive and cutting-edge experience for employees.

Gamification 52

Gamification Accountability Feedback Technology 52

CSM Magazine

JUNE 10, 2021

On top of this, those common issues like low budgets, IT issues and the need for new technology will fade away. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. The contact centre’s negative image will disappear. Okay, we might be getting a little ahead of ourselves.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

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. Well, technology comes in handy here. The Technology Angle.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Tethr

JUNE 5, 2020

Gamification works. Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. As long as your reps have an updated knowledge base, scripts are not necessary. They can even demotivate your staff. Is it important for messages to customers to be consistent?

Morale 65

Morale Contact Center Gamification Scripts 65

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. They have also integrated a patented technology that eliminates that first initial delay between customers answering and agents responding.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

Playvox

APRIL 5, 2022

Of course, getting to this point is a journey, and taking the first steps towards improvement can be intimidating. With the right culture and technology tools, you can cultivate a highly motivated team that improves over time. Fortunately, technology has evolved as well. You’ll then enjoy a sustainable competitive advantage.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

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

ChurnZero

JULY 22, 2022

Q: What I like to say is, of course, it depends. That might help you to buy ChurnZero or other technology to help you scale. A: That’s where I like technology. Q: Have you found B2B companies that effectively use gamification in onboarding? Q: How long should it take a customer to reach first value?

Gamification 98

Gamification Accountability B2B Enterprise 98

Serenova

AUGUST 30, 2019

When a contact center has the right technology to identify reliable agents, recognition can be implemented in several ways. CxEngage wallboards can display leaderboards and racing screens; gamification rankings, awards and achievements; or employee birthdays and spotlights. Maintain Consistency.

Morale 60

Morale Gamification Coaching Employee engagement 60

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. Leverage technology to make customer interactions valuable training sessions. You can pair this with gamification that encourages learning.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Per Metrigy’s * most recent study, 71.6% planned, 46.5% Keep an Eye on These Three Emerging Areas.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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. But having technology doesn’t mean anything if the company isn’t set up properly to use it.

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

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. Over the course of her career she has developed the necessary skills, experience, and knowledge to run a successful collection operation. Margie Brickner.

Call Center 182

Call Center Management Scripts Coaching 182

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. Using the Right Contact Center Technology Technology plays a vital role in lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52

ProProfs Blog

SEPTEMBER 17, 2021

Gamification is the method of turning work into a game wherein employees have to compete to get the job done. Research shows that 72% of employees believe in gamification, which helps them work harder and be better at what they do. For example, an hour a day can be dedicated to learning a new concept or working on a course.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Playvox Motivation helps you do that through gamification and healthy competition. Turn To Technology To Support Remote Work.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

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

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. Leverage technology to make customer interactions valuable training sessions. You can pair this with gamification that encourages learning.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Aspect

SEPTEMBER 21, 2018

Coaching sessions should be mandatory and based on a predefined number over the course of a month. Supervisors need to make a concerted effort to reach out a number of times over the course of a month – Don’t think Bob the good performer doesn’t need coaching or the connection. Define Call Monitoring and Speech Analytics metrics.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Influitive

JUNE 2, 2015

After all, a Google study found that 60 percent of B2B technology buyers search for peer reviews during the decision-making process. In the program’s online hub, advocates see “challenges” that ask them to do things like provide referrals, complete surveys, share Code42’s content on social media and—of course—write product reviews. “We

B2B 72

B2B Customer advocacy Gamification Marketing 72

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. More than that, I was learning all the time about accounting, processes, technology and working within a team. Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48