Brett Brosseau shares insight into Call Center Gamification

Call Center Coach

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. Avoid Losing with Gamification.

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 ».

Humanizing the Digital Customer Experience: With Gamification, Call Centers Win Big

Noble Systems

Customers covet the convenience of digital transactions and payments via mobile devices or an Internet connection. Jim Marous, co-publisher of The Financial Brand, laid out the table stakes in his October report on bringing humanized experiences to digital banking. “As

Leverage Gamification to Level Up Customer Support

Noble Systems

How well are your customers being served by your customer support contact center? Are your agents delivering the best possible experience when customers engage with your business? Step 1: Define Customer Support KPIs. Implement gamification.

New Integration Unveiled: Noble Gamification + CustomerCount Enterprise Feedback

Noble Systems

Enterprise Feedback/Voice of the Customer (VOC): the measurement and reporting of customer reactions to their experiences and expectations with a company and its products/services.

Advance Collections and Debt Recovery with Gamification

Noble Systems

In addition to initiating difficult conversations, agents also must adhere to regulatory compliance requirements, while also striking the right balance between customer satisfaction and goal achievement. Improve customer experience & satisfaction . Let’s face it.

The Benefits of Creating an Entertaining Customer Experience with Gamification

PlayVox

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. Customer Experience

Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience

ShepHyken

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.

The Benefits of Gamification for Call Center Managers

Fonolo

Especially during crisis moments where we see spikes in call volume (and demanding customers), agents become taxed and frustrated when they feel the infrastructure doesn’t support them, or when they feel there is no overall incentive to stick around (even from a culture perspective).

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.”

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? 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.” The post Where Is Gamification Going?

Call Journey and nGUVU to change business landscape with innovative gamification technology

Call Journey

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. Look after your agents and they, in turn, will look after your customers,” said Call Journey CEO Paul Humphrey.

A Verint Gamification Success Story

Verint

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. Using this solution, Verint recently deployed a gamification program in its EMEA sales organization. The gamification program has also spurred some friendly competition between the different sales teams in our EMEA region, as well as further increased collaboration among team members. Have you used gamification to drive a solution adoption?

Gamification and Crowdsourcing Meet Customer Service

Win the Customer

Customer service is the new battleground for business competition. With customer service becoming such a hotly contested area of business differentiation, why […]. Business Communication Customer Experience Technology

Improve CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

Customers tell companies all the time what they think about their products and services. Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media.

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?

Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

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).

Mapping Workforce Engagement to ROI in a Digital Customer Journey

Noble Systems

Mapping out your company’s digital customer journey is never an easy task, especially when the focus is primarily on the customer experience. The post Mapping Workforce Engagement to ROI in a Digital Customer Journey appeared first on Noble Systems.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

Technology shapes the products and services banks offer their customers like never before—and yet, fintech means much more than algorithmic trading, financial modeling and roboadvisory wealth management.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

Technology shapes the products and services banks offer their customers like never before—and yet, fintech means much more than algorithmic trading, financial modeling and roboadvisory wealth management.

How To Build A Contact Center Gamification Program That Works

SharpenCX

The post How To Build A Contact Center Gamification Program That Works appeared first on Sharpen Contact Center Software. Customer ExperienceBeing a contact center agent is a tough job; it’s stressful, tiring, and often thankless.

Life Lessons: What IKEA Gets Right About Customer Experience

Fonolo

IKEA’s long-running epic success is the result of its allegiance to a specific set of principles that guide its every move: To nurture loyalty, a company must dare to be a fixture at every stage of customers’ lives. IKEA: The Digital Experience. IKEA: The In-Home Experience.

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.

Cloud Customer Experience – Why It’s a Good Move

Noble Systems

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. This blog will look at the top advantages of moving customer experience solutions to the cloud. Cloud contact centers make it easier to integrate with ERM (Enterprise Risk Management), CRM (Customer Relationship Management) and other databases and business systems.

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Fonolo

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. Gamification.

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Contact Center Gamification Product and Market Report. For customers, gamification is intended to improve loyalty and engagement.

Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. Customer Experience Technology

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Human touch is more important than ever to customers, which is why 2019 brings a new emphasis on this basic need. And it is these experiences that forge lasting connections rather than just merely serve the customer. Leverage Gamification for Soft Skills Development.

Why Survival Mode Kills The Customer Experience

CX Accelerator

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

Customer Experience for the Future — Key #4: Collaboration Earns Trust

ClearAction

Customer Experience for the Future — Key #4: Collaboration Earns Trust. Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes.

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 .

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Human touch is more important than ever to customers, which is why 2019 brings a new emphasis on this basic need. And it is these experiences that forge lasting connections rather than just merely serve the customer. Leverage Gamification for Soft Skills Development.

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.”

We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start?

DMG Consulting

Question: We’re just getting started with gamification. Answer: Gamification enables administrators to incorporate gaming methods and techniques systemically in business applications and processes to enhance or improve agent performance, motivate and drive the behaviors to sustain performance, and provide recognition and/or awards for goal achievement. Here is a high-level of summary of best practices that DMG recommends for getting started with gamification.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time.

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service). IoT, the Customer Experience and its affects on Customer’s and Businesses Security/ Privacy. examples: crm, customer experience).

Build Contact Center Knowledge for Improved Customer Experience

8x8

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

The year of emotive customer experience

NewVoiceMedia

The only problem with chasing the next big thing is that you risk losing sight of the first one: your customers. When It comes to creating these types of peak customer experiences, there are no substitutes for people-to-people interactions.

Want to Elevate Customer Experience? Start by Driving Down Agent Stress

Serenova

For contact center agents, ambitious performance metrics, monotonous tasks and challenging customer interactions ratchet up the job-related stress levels. Listening to customer problems all day is never a walk in the park. Better Agent Experiences = Better Customer Experience.