ConvergeOne

SEPTEMBER 6, 2022

Step 4: Amplify Customer Satisfaction Efforts. Drive Agent Performance Improvements with Gamification. Gamification can be as simple as highlighting an existing metric and providing a “leaderboard” ranking individual achievement of that metric. Gamification can reduce attrition by making the workplace more enjoyable.

Gamification 81

Gamification Interactive Voice Response Management Surveys 81

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.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Lumoa

FEBRUARY 21, 2023

Primary Areas That Define the Impact of a VoC Program Sian Kerr shared the three key areas to consider when assessing the impact of a VoC or CX program: How Each Team Uses the Results Look at how individual teams can use the insights and feedback they get from customers. According to Kerr, the tactical side of things comes first.

Gamification 83

Gamification Journey mapping Feedback Metrics 83

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.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Nicereply

APRIL 7, 2020

Finding new ways to improve your customer service should be something that’s on the top of your to-do list every single day. We don’t say this lightly — according to Forbes 84% of companies that work to improve their customer experience report an increase in their revenue. times more revenue than competitors that don’t.

Gamification 90

Gamification Surveys B2C Feedback 90

Balto

SEPTEMBER 12, 2023

As customers seek seamless and personalized interactions with their financial institutions, the financial services industry is facing new challenges accompanied by opportunities for improvement, particularly in CX (Customer Experience). A great customer experience goes hand in hand with customer loyalty.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Balto

SEPTEMBER 21, 2022

Gamification. Gamification drives agents to want to achieve through the spirit of competition. Earlier this year, Balto conducted a survey of over 500 agents across industries and found that two out of three wanted to change their script — particularly tenured agents who have the most familiarity with the talk tracks.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 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.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Playvox

MARCH 12, 2024

When agents are motivated by a sense of purpose, they are more likely to remain committed to their role, resulting in reduced turnover and a more consistent, high-quality customer experience. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

Serenova

JUNE 11, 2019

A survey by Northwestern National Life revealed that 40% of respondents say their job is “very stressful” or “extremely stressful.”. For contact center agents, ambitious performance metrics, monotonous tasks and challenging customer interactions ratchet up the job-related stress levels. The post Want to Elevate Customer Experience?

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

Balto

JUNE 3, 2022

more likely to feel extremely empowered to solve customer issues. Customer experience and attrition are focal points for many contact centers and engagement is a proven factor in improving both, so leaders can’t afford to shrug their shoulders when it comes to engaging remote employees. Take Engagement Surveys Seriously.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Serenova

APRIL 13, 2020

Agents can ask for assistance via chat; supervisors can provide feedback through team meetings, suggestion boxes or surveys. Keep the Focus on the Customer Experience. They have a customer on the phone, they’re entering or researching information and they have a chat open asking for feedback. Challenge Your Agents.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas.

Gamification 75

Gamification Contact Center Coaching Education 75

Playvox

FEBRUARY 8, 2022

contact centers, the comprehensive ContactBabel report includes facts, data, and analyses of CX management technology and strategy with sections on remote working, agent engagement and gamification, CX measurement and improvement, and benchmarking metrics. Based on research gathered from more than 200 U.S. What’s the future of remote working?

Contact Center 83

Contact Center Gamification Benchmark Metrics 83

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints. Self-serve is the new “preferred” service.

Contact Center 98

Contact Center Gamification Self service Analytics 98

TechSee

SEPTEMBER 29, 2020

Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. First contact resolution (FCR) is one of the most critical KPIs used to gauge the quality of customer service and the overall efficiency of a call center.

Call Center 196

Call Center Self service Gamification Contact Center 196

Playvox

APRIL 27, 2023

Great customer experience means meeting customers where they are, making it important to expand your channel offering. It’s important to take a thoughtful approach to adding new channels to ensure you are delivering a consistent, good experience with every interaction. This is a trend worth prioritizing.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. One fun way to provide recognition is via a gamification solution.

Morale 90

Morale Contact Center Quality management Coaching 90

CSM Magazine

APRIL 15, 2021

When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. 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.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Quiq

DECEMBER 29, 2021

Customer expectations are rising. Average weekly support requests are up 20% since the start of the pandemic, according to Zendesk’s Customer Experience Trends Report. And despite the increased challenges of the pandemic (or possibly because of it), customer expectations are skyrocketing. Gamification. .

Gamification 52

Gamification Chatbots Sales Surveys 52

Fonolo

DECEMBER 13, 2022

Customer satisfaction score: Conduct customer surveys through Fonolo’s interactive voice response (IVR) to discover customer satisfaction scores. Sending automated post-call emails to customers. . Offering agent engagement surveys and incentives for completing them. . Experiment with gamification. .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

CSM Magazine

AUGUST 4, 2023

This dynamic support system caters to potential customers with questions about products or services, enhancing customer satisfaction. Moreover, live chat typically results in faster resolution times, as agents can multitask while providing quality assistance concurrently, improving overall customer experience.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

COPC

JANUARY 15, 2024

According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. Note that the same surveyed staff who are satisfied with their training are 200% more satisfied with their jobs.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

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. Internal-oriented or customer-oriented criteria for promotions?

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

Win the Customer

FEBRUARY 3, 2016

Measuring the success of customer service isn’t as simple as just looking at reviews, sales figures or the amount of potential customers your store receives. There are a wealth of statistics and metrics to monitor to understand customer experience. Survey stats and response rate: e.g. sent, delivered, opened, responded.

Customer Experience 64

Customer Experience Feedback Gamification Metrics 64

8x8

DECEMBER 4, 2017

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. Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

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. Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

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. Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Noble Systems

OCTOBER 22, 2018

This transformation may require a radical change in strategy from one that is primarily revenue and profit-driven, to one that is customer-centric and focuses first on achieving an extraordinary customer experience. Identifying Customer-Centric Behaviours to Reward. Customer Satisfaction Score (CSAT).

Banking 48

Banking Gamification Customer centricity Surveys 48

ProProfs Blog

SEPTEMBER 9, 2020

By using their loyalty program to improve customer experience and give rewards, Dunkin Donuts is able to boost membership. Interestingly, research also found that customer loyalty can be passed from one generation to another. Apple is known for conducting frequent NPS surveys at all its stores to identify detractors.

Gamification 144

Gamification Customer retention Metrics Sales 144

COPC

NOVEMBER 15, 2023

This precision is critical in frontline customer experience operations where early attrition (within 90 days) is costly in multiple ways. The COPC Employee Engagement Research Series provides customer experience (CX) leaders with comprehensive insights about contact center staff satisfaction and the drivers of employee engagement.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

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