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).

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Customer Experience Gamification Benchmark Chatbots 89

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?

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Call Design

AUGUST 4, 2020

This is where gamification can help. Gamification is typically split into smaller “levels” that agents can complete in their own time. Gamification can also work as a sort of training device for implementing new processes as well as developing the skills of new contact centre agents. Encourage Learning. Improve Motivation.

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Gamification Entertainment Employee engagement Customer Experience 78

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.

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Gamification Banking Enterprise Coaching 98

Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

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Gamification Schedule adherence Average Handle Time First call resolution 78

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? According to Professor B.

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Gamification Contact Center Employee engagement Average Handle Time 79

Noble Systems

MARCH 20, 2019

To this end, the use of call center gamification represents a bona-fide breakthrough. How Gamification Works. So how does gamification work? It’s amusing and engaging—and if it sounds like too much fun for a serious business, consider the bottom-line effect it can have on customer interaction and experience.

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Gamification Call Center Customer Experience Banking 75

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.

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Gamification Employee engagement Banking Contact Center 71

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration.

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Gamification Customer Experience CCNG Employee engagement 195

Ansafone

JUNE 4, 2019

For many business executives trying to figure out how they can improve their team’s productivity, gamification may offer a viable solution. The term “gamification” may be familiar to many of you, yet you still may be unclear on what it exactly is and how you can incorporate it into your business’s activities.

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Gamification Contact Center Customer Experience 85

Noble Systems

JUNE 10, 2019

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. Used together, the two solutions create powerful new levels of value for the processes of motivating employees and gathering customer feedback.

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Gamification Enterprise Feedback Employee engagement 75

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.

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Gamification Call Center Management Education 83

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

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Gamification Call Center Contact Center Coaching 52

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Noble Systems

JANUARY 15, 2019

To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. These outcomes typically fall into three main categories – customer experience and satisfaction, regulatory compliance and revenue recovery.

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Gamification Customer centricity Contact Center Average Handle Time 60

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.

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Gamification Customer Support Abandon rate Average Handle Time 51

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. How to leverage technology for a better customer experience.

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Technology Customer Experience Complaint resolution Gamification 325

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.

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Gamification Entertainment Customer Experience Call Center 40

Noble Systems

JANUARY 15, 2019

To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. These outcomes typically fall into three main categories – customer experience and satisfaction, regulatory compliance and revenue recovery.

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Gamification Customer centricity Contact Center Average Handle Time 52

Call Journey

JULY 25, 2019

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. Great customer experience drives excellent business outcomes.

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Gamification Technology Employee engagement Engineering 72

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).

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Journey mapping Customer Experience Gamification Surveys 245

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. Are you trying to boost customer sentiment ? Do you want to improve overall customer experience? Get clear and honest about your real goals.

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Contact Center Gamification Coaching Feedback 88

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

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

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Customer Service Gamification Customer retention Customer Experience 151

Call Design

JANUARY 20, 2022

A highly motivated and engaged workforce delivers a more personalised customer experience and elevates handling time and workplace efficiencies. Another method of building engagement that is pivoting is gamification. The Power of Gamification. This is a true testimony to the value obtained by implementing gamification.

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Gamification Coaching Construction Employee engagement 78

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

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Gamification Consulting Consulting Contact Center 48

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Gamification Technology There are a handful of tech companies that offer gamification solutions but they’re not all created equal.

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Gamification Best practices Contact Center Metrics 180

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.”

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Gamification Employee engagement Contact Center Customer Service 44

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.

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Customer Experience Wireless Journey mapping Gamification 140

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.

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Gamification Technology Entertainment Customer Experience 122

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Gamification.

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Contact Center Gamification Abandon rate Call Center 182

CSM Magazine

FEBRUARY 7, 2023

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. This means they rarely forget wonderful or horrible customer experiences. Unleash the chatbot!

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Customer Experience Gamification Analytics Self service 52

Verint

JULY 11, 2017

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. Using this solution, Verint recently deployed a gamification program in its EMEA sales organization.

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Gamification Employee engagement CRM Best practices 35

SharpenCX

FEBRUARY 6, 2018

The post How To Build A Contact Center Gamification Program That Works appeared first on Sharpen Contact Center Software.

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Gamification Contact Center Contact center software Morale 52

Noble Systems

DECEMBER 4, 2019

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. VoC identifies the gaps between what customers expect and the actual experience they have with your company. Find out how in this on-demand webinar.

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Feedback Gamification Analytics Customer centricity 80

Win the Customer

NOVEMBER 25, 2014

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. With customer service becoming such a hotly contested area of business differentiation, why […].

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Gamification Customer Service Technology Customer Experience 135

Noble Systems

MARCH 5, 2020

Noble Systems has a solution to combat high turnover: Gamification. Instead of feeling like they’re just getting through the never-ending stream of customer calls, agents can turn their routine workload into a game, competing against their co-workers to gain the best stats.

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Gamification Contact Center Interactive Voice Response Technology 76