Playvox

FEBRUARY 20, 2024

“The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

Outsource Consultants

FEBRUARY 22, 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. Their experience will help influence your entire call center operation. Quite simply, agents enjoy competing against one another and your customer experience improves.

Call Center 76

Call Center Gamification Coaching Morale 76

Outsource Consultants

DECEMBER 13, 2021

Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. What Your Customers Want: Less Friction. What Your Customers Want: Less Friction. Agent Recognition & Incentives.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Noble Systems

JULY 24, 2020

Key among their needs are finding integrated solutions to help improve productivity, use resources more effectively, improve the customer experience, monitor performance and right-party-contacts, enhance debtor activities, preserve existing investments, and provide responsive support. 6 Collections Tools to Improve Operations.

Call Center 87

Call Center Technology Gamification Analytics 87

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching.

Call Center 196

Call Center Self service Gamification Contact Center 196

Calltools

MARCH 22, 2023

Enhanced Customer Experience Keeping your agents happier helps promote the overall customer experience. Allowing agents greater flexibility at work helps yield better customer service interaction. This simple tactic is one of the easiest ways to help enhance your customer service efforts.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Outsource Consultants

SEPTEMBER 14, 2021

No matter the offering, businesses are competing against their competitors not just in price and product, but also in customer experience. Higher customer satisfaction and higher agent morale. But the customer-agent relationship still matters. Try These 3 Contact Center Strategies for Q4 Success.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

JustCall

MARCH 14, 2023

Personal problems take up a lot of a person’s energy and morale. Incorporate Gamification Who said promoting employee productivity has always got to be a serious business? Gamification is one fun and engaging way to improve employee productivity by making work more enjoyable. Learn to listen to your employees.

Gamification 52

Gamification Call Center Morale Contact Center 52

CSM Magazine

APRIL 15, 2021

When answering these questions, always consider the customer’s perspective. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story. Like anything, there are right ways and wrong ways to implement and maintain a successful gamification strategy. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Storyline: Gamification. Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Playvox

JANUARY 13, 2022

Whether it’s a messaging app or live chat, cloud contact centers can provide customers with the flexible and accessible channels they want and expect. Cloud-based channels and solutions can enhance your customer experience. They can also help you manage your team’s workload, and enhance the experience of your agents.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Vonage

JULY 22, 2016

Does gamification prevent burnout? Despite a hypothesis that gamification might cause burnout by distracting employees from their job, Toister’s results proved the opposite. Agents who had gamification systems were less of a burnout risk. Advocates will argue it is a morale builder. On the board.

Contact Center 0

Contact Center Gamification Morale Technology 0

ClearAction

NOVEMBER 21, 2015

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. Are we in touch with reality? Yet these are truths. What erodes trust?

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

NICE inContact

APRIL 1, 2019

Likewise, having the performance transparency and visibility of inView TM Performance Management for CXone has been a real booster for Athens’ 78 contact center agents—in motivation, in morale, in productivity and efficiency. These are the tools we need to go to the next level…to improve our customer experience,” Dora says.

Gamification 55

Gamification Morale Interactive Voice Response Contact Center 55

BlueOcean

DECEMBER 16, 2019

A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. Likewise, tweaks to your outbound process might be helpful, with regular customers needing reminders or preparation regarding standing orders, delivering timing, and more. Get Creative and Reward Team Achievements.

Contact Center 62

Contact Center Morale Gamification Transportation 62

Fonolo

DECEMBER 13, 2018

It is important for management to acknowledge this reality and find creative ways to recognize those working in customer service and call center roles. Managers can keep both morale and productivity high by incentivizing employees. With a spike in sales, and a spike in customer smiles, your company will be unstoppable this season.

Customer Service 113

Customer Service Call Center Gamification Self service 113

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Gamification. Episode management. A win-win with wider capabilities.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Fonolo

OCTOBER 3, 2018

As much as we’d like to have faith in humanity, and customers are entitled to feeling frustrated when ignored or delayed, call centers grapple with constant inappropriate and abusive calls on a daily basis. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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. About the Author.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Matt Skoglund. LawnStarter.

Call Center 182

Call Center Management Scripts Coaching 182

BlueOcean

DECEMBER 17, 2018

The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism. Giving your teams a creative mission to embrace may help combat a low morale.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Gamification. Gamification uses game mechanics to make training more fun. Afterall, contact center agents have a huge impact on customer experience, satisfaction and loyalty.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Fonolo

APRIL 5, 2022

Customer experience managers agree that patience is one of the most vital soft skills that surpasses even technical knowledge in importance. The Manager’s Guide to Call Center Gamification. Conducting performance evaluations and providing feedback to agents. Building up performance metrics; delivering KPI reports.

Call Center 99

Call Center Contact Center Gamification Construction 99

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. As a customer service center leader, improving the efficiency of your customer service center is always the top priority.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

CSM Magazine

AUGUST 5, 2021

Agent involvement is vital, so discuss ideas for new metrics and the types of gamification techniques people prefer during weekly virtual huddles. Allow employees flexibility, by way of agent-driven self-scheduling, to increase morale and decrease attrition. For more ideas and inspiration, visit www.calabrio.com. About Calabrio.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

NobelBiz

AUGUST 28, 2023

High turnover not only affects the contact center performance but also dampens team morale. But here’s a more comprehensive list: Consistent customer experiences across all channels. Unified customer data for personalized interactions. Reduced customer effort and improved satisfaction.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Liveops

SEPTEMBER 2, 2020

This laissez-faire approach to education has detrimental effects on worker morale, particularly in the early days of a position. Another key to success in adult learning is gamification. Liveops has more than 20 years of experience in creating, executing, and innovating distance learning programs. Learn more.

Education 62

Education Gamification Morale Call Center 62

NobelBiz

JUNE 5, 2023

Additionally, introducing gamification elements, setting achievable goals, and celebrating successes can create a sense of achievement and camaraderie among the team, helping to overcome call reluctance and fostering a proactive and enthusiastic approach to outbound calls. However, it can take a toll on the morale of the call center staff.

Call Center 52

Call Center Scripts CRM Contact Center 52

Balto

NOVEMBER 2, 2023

They also provide you with actionable insights that drive your decision-making and help you build a customer-first culture in your contact center. Providing a seamless customer experience is a pressing challenge that many contact centers are still struggling with.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

ProProfs Blog

SEPTEMBER 17, 2021

Studies show that companies that invest in employee experience outperform the ones that don’t by 4.2x When your employees are happy, their efforts result in better customer experiences, leading to better organizational growth. Implement Gamified and Personalized L&D.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Fonolo

FEBRUARY 14, 2019

What’s Inside: Gamification in the Contact Center. By hiring the right people and engaging agents in meaningful ways, contact centers can increase call center agent retention, reduce hiring and training costs, and improve call center profitability. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

NICE inContact

JANUARY 24, 2017

A little celebrating can go a long way for employee morale, and let’s be serious – who doesn’t like a little party? As with all contact center gamification , make sure you are driving the right behaviors, that all agents have an opportunity to win, and that guidelines are clear. Build Excitement for Go-Live.

Call Center 55

Call Center Technology Contact Center Gamification 55