Call Design

SEPTEMBER 21, 2021

Ensuring agents are trained to the highest standard and represent the company’s personality, values, and characteristics in all communication remains paramount to a successful customer service model and company success but also by investing in upskilling your staff, they feel motivated and engaged. Data Analytics. Team Building.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This example is consistent with some overall gamification trends. The post Where Is Gamification Going?

Gamification 265

Gamification Big data Personalization Feedback 265

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Whether in sales, customer service, or collections, ensuring that your employees are motivated and engaged should be a key focus. Gamification is no longer a buzzword. The Psychology Behind Gamification. Why Does Gamification Work?

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

Noble Systems

AUGUST 19, 2020

There are several enabling technologies that can help financial services firms re-imagine the way they do business to elevate both employee and customer engagement, which translates to dramatically improved retention, cost reductions and increased profits. One of these technologies is Gamification.

Gamification 98

Gamification Banking Enterprise Coaching 98

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 195

Gamification Customer Experience CCNG Employee engagement 195

Noble Systems

MARCH 20, 2019

Taken together, customer service and support personnel represent a major nexus where brands and consumers meet—and where digital and human come together. No matter how seamless their online journeys, customers will at some point encounter questions and run into snags. How Gamification Works.

Gamification 75

Gamification Call Center Customer Experience Banking 75

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Noble Systems

AUGUST 25, 2020

To address these challenges, many financial services firms are turning to Gamification. From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. Gamification can be used by banks, lenders, and other financial institutions to: 1.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 176

Customer Service Gamification Customer Support Customer centricity 176

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Whether in sales, customer service, or collections, ensuring that your employees are motivated and engaged should be a key focus. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

Fonolo

JULY 25, 2018

Think about how to impress your customers. Think ‘gamification’. Gamification is the introduction of interactive, game-like principles and elements into different contexts. And remember: As a call center manager, anything that benefits customers, agents, and the overall infrastructure benefits you. The Need for Speed.

Gamification 83

Gamification Call Center Management Education 83

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

Technology 332

Technology Customer Experience Complaint resolution Gamification 332

Win the Customer

NOVEMBER 25, 2014

Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time.

Gamification 135

Gamification Customer Service Technology Customer Experience 135

Fonolo

NOVEMBER 24, 2022

Sales or service? An inbound service contact center has agents answering inbound customer service calls. Appropriate goals might be to improve the customer experience by aiming for faster response time or improved cSat scores. A call center SLA is your promise to your customer. DID YOU KNOW?

Call Center 147

Call Center Gamification Abandon rate Outbound sales 147

Playvox

JUNE 26, 2018

If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement. You can do gamification in a variety of ways. You might set goals for them, or you might have both short- and long-term rewards.

Gamification 40

Gamification Entertainment Customer Experience Call Center 40

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. A recent report by PwC, Experience is Everything, found that customers are willing to spend as much as 16% more with companies that offer a great customer experience.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Call Center Weekly

FEBRUARY 12, 2018

By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV).

Journey mapping 245

Journey mapping Customer Experience Gamification Surveys 245

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122

Playvox

FEBRUARY 13, 2024

They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Call Design

JANUARY 20, 2022

Changing customer preferences and volatile market behaviour have forced customer service teams to deploy greater agility to remain relevant in meeting customer enquiries. While agent tasks can be monotonous, building strong engagement underpins continual improvement of the customer service experience.

Gamification 78

Gamification Coaching Construction Employee engagement 78

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. Gamification. Solid Strategy.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. A recent report by PwC, Experience is Everything, found that customers are willing to spend as much as 16% more with companies that offer a great customer experience.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

CSM Magazine

SEPTEMBER 9, 2022

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Customer service is now a key differentiator in the eyes of consumers and companies alike.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

CSM Magazine

FEBRUARY 7, 2023

This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Win the Customer

JUNE 23, 2015

In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences.

Gamification 122

Gamification Technology Entertainment Customer Experience 122

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 113

Technology Customer Service Gamification Wireless 113

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

CX Accelerator

APRIL 11, 2018

The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

JustCall

MARCH 9, 2023

Providing delightful customer service is as necessary as the quality of your services or products. CRM Integrations The contact center software must be able to integrate seamlessly with your helpdesks and CRM (Customer Relationship Management). The following contact center features list covers the most significant ones.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Contact center software 52

Verint

APRIL 19, 2017

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.”

Gamification 44

Gamification Employee engagement Contact Center Customer Service 44

ProProfs Blog

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

CSM Magazine

MAY 2, 2024

With the industry’s first full lifecycle platform powered by AI skill-based simulation, new and tenured agents receive personalized learning journeys with simulation training and gamification, real-time performance feedback, and the ability to track their skill-building progress.

Gamification 52

Gamification Coaching Scripts SaaS 52

Fonolo

DECEMBER 13, 2018

Here are a few things every retail company can do to maintain a high level of customer service and ensure that the momentum gained is maintained this festive season both in-store and online. Incentivize Your Customer Service Employees. The holiday season can be a difficult time for customer service employees.

Customer Service 113

Customer Service Call Center Gamification Self service 113

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . AI is here to stay.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Transparent BPO

AUGUST 13, 2019

How can contact centers turn that around so that customers are left feeling positive about the interaction? Contact center technology provider Serenova has some suggestions — five, in fact — that can transform how you operate your contact center to deliver customer experience success. Attrition, for one.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85