Customer Care and Gamification - Customer Contact Central

Building Customer Care Leaders in the Virtual / Work-from-Home Environment

CCNG

SEPTEMBER 3, 2020

These strategies help keep supervisors, assistant center managers, and contact center managers off the hamster wheel of trying to launch the latest and greatest gamification program, agent incentive, or daily agent drawing for a Starbucks card, which can be exhausting.

Customer Care

Customer Care Gamification Contact Center Management

Join Fonolo at SOCAP’s Re-Imagine Customer Care Conference

Fonolo

OCTOBER 9, 2018

Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. Conference attendees can learn more about Fonolo’s cloud-based call-back solutions by visiting booth #207.

Customer Care

Customer Care Gamification industry standards Service level

Six Ways To Stimulate Workforce Connectedness And Electrify Employee And Customer Experience

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification

Gamification Customer Experience CCNG Employee engagement

Seizing the Digital Future in Customer Experience Transformation

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. The first is to enhance the customer experience, a goal most businesses share (88%).

Customer Experience

Customer Experience Gamification Benchmark Chatbots

When to Call a Contact Center Consultant…

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start? A consultant can be a sounding board for ideas.

Consulting

Consulting Consulting Contact Center Gamification

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. ADDING MORE COSTS TO CUSTOMER CARE But the added cost doesn’t end there. Once the customer states the reason for calling, the agent needs to find the answer. It’s a vicious cycle.

Management

Management Average Handle Time Self service First call resolution

5 Top Customer Service Articles of the Week 12-5-2022

ShepHyken

DECEMBER 5, 2022

Do you care about something your customer cares about? If you expect loyalty from your customers, you must demonstrate loyalty toward them. In this guide nine operations leaders share their stories of transformation, and the positive impact gamification has had on their business. Second, find shared values.

Customer Service

Customer Service Gamification Customer Support Customer centricity

Top Call Center Outsourcing Companies Help in Growing Customer Base

Blueship Call Center

OCTOBER 9, 2023

Recognise the demands of the client This advice comes first since it’s the most crucial while attempting to give good customer service. The demands of the consumer should inform everything your customer care staff performs. Your customer service strategy will be guided by your understanding of these demands.

outsourcing

outsourcing Call Center Customer Care Coaching

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. Why Gamification Matters.

Contact Center

Contact Center Gamification Call Center Average Handle Time

Noble Systems Continues to Shine as Outbound Market Leader

Noble Systems

DECEMBER 12, 2019

“Noble Systems continues to shine in terms of offering proactive and interactive outbound solutions, but also has staked a solid reputation on offering a complete, integrated portfolio of customer contact applications, with its analytics, AI, workforce engagement and gamification offerings.”

Marketing

Marketing Gamification Analytics Customer Care

Call Center Incentive Ideas Your Agents Will Love

JustCall

MARCH 6, 2023

The customer care experience of a call center boosts not only loyalty and engagement but also promotes sales. They have to manage customer requests all day long with understanding, empathy, and skill. Gamification Gamification refers to the process of using elements from online games in other areas.

Call Center

Call Center Gamification Metrics Upselling

6 Tips for Managing High Call Volumes During the COVID-19 Crisis

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. In times of uncertainty, customer and contact center agent stress levels are higher than usual. Analytics keeps agents on track with new KPIs.

Management

Management Gamification Contact Center Coaching

AI Customer Service: Today’s Most Transformative Technologies

TechSee

JUNE 25, 2019

AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents. High-level data analysis. Process improvements.

Technology

Technology Customer Service Gamification Contact Center

The Top 6 Best Automated Calling Services

Babelforce

MAY 19, 2022

This means your IVR always has the right context to provide a personalized service to your customers. And customers are crying out for personalized customer care, so this is guaranteed to have the biggest effect on your customer experience. Best for: No-Code Integration and Customization.

Gamification

Gamification Interactive Voice Response Call Center Self service

Why Sweaty Betty Doesn’t Sweat Quality Management

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. This also fosters an encouraging and collaborative environment that helps customer care team members make progress toward their career goals. More companies are using gamification to train their employees. Empowerment.

Quality management

Quality management Management Coaching Contact Center

Year in Review: What Contact Centers Learned in 2018

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. Class dismissed.

Contact Center

Contact Center Gamification Call Center Self service

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

APRIL 18, 2023

It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. While AHT is generally used to determine the duration of a client’s phone conversation, a business that uses an omnichannel strategy for customer care can compare phone support to other channels.

Contact Center

Contact Center Interactive Voice Response Management Gamification

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care.

Contact Center

Contact Center Morale Gamification Transportation

Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. The credit union has constructed a new building to house a state-of-the-art contact center and IT operations.

Contact Center

Contact Center Interactive Voice Response Gamification Construction

How To Achieve Call Center Efficiency?

NobelBiz

APRIL 18, 2022

The explanation is simple: a dissatisfied agent with his tools, working circumstances, or hours will never produce a satisfied customer! Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work.

Call Center

Call Center Interactive Voice Response Contact Center Gamification

Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

FEBRUARY 28, 2016

What Does Gamification Have To Do With Performance? Also embedded in this latest release is the ability to leverage Verint Gamification ™ , a solution that applies game mechanics and behavioral science “game thinking” in a business setting.

Gamification

Gamification Management Analytics Metrics

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

BlueOcean

DECEMBER 17, 2018

Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak. Keep them excited about the work they’re doing, and their positive attitude will reflect directly on your customer experience. The 3 Hottest Trends Impacting Outsourced Customer Care. Read this next!

Contact Center

Contact Center Morale outsourcing Gamification

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report

DMG Consulting

NOVEMBER 14, 2020

For more information, visit www.dmgconsult.com. # # #.

Consulting

Consulting Consulting Marketing Customer Service

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

APRIL 15, 2020

For more information, visit www.dmgconsult.com. # # #.

Consulting

Consulting Consulting Contact Center Gamification

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

AUGUST 3, 2020

For more information, visit www.dmgconsult.com. # # #.

Consulting

Consulting Consulting Analytics Marketing

Generation Disruptor: Optimizing the Influence of Gen Z on Your Contact Center

Serenova

JUNE 20, 2019

You can also increase engagement by using gamification techniques to reward them when specific goals are achieved. Solution: Gamification, like what is offered as part of Serenova’s CxEngage Scoreboard , can address FOMO through improved agent engagement. Performance management tools can help here. Challenge: FOMO.

Contact Center

Contact Center Gamification contact center solutions Benchmark

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

APRIL 15, 2020

For more information, visit www.dmgconsult.com. # # #.

Consulting

Consulting Consulting Marketing Management

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DECEMBER 7, 2020

For more information, visit www.dmgconsult.com. # # #.

Consulting

Consulting Consulting Contact Center Marketing

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

VHT

OCTOBER 18, 2018

The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care. Social media has traditionally been managed by marketing and sales, but once customers establish a relationship with the business via these channels, they want to get service and support there as well.

Contact Center

Contact Center Gamification Employee engagement Chatbots