Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Ongoing learning opportunities keep staff updated on industry trends, best practices, and customer service techniques. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

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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Gamification Big data Personalization Feedback 265

Noble Systems

JUNE 10, 2019

Gamification: the application of game mechanics across the generational spectrum to motivate employees intrinsically and extrinsically for the purpose of aligning agent activity and company goals. The post New Integration Unveiled: Noble Gamification + CustomerCount Enterprise Feedback appeared first on Noble Systems.

Gamification 75

Gamification Enterprise Feedback Employee engagement 75

Noble Systems

JULY 30, 2019

Disengaged employees aren’t as productive, leading to issues with metrics like right party contacts, first time payments, and call scores. That’s why one BPO turned to Noble Gamification — to bring a new sense of motivation to debt collectors and improve business results. 3 Benefits of Debt Collection Gamification.

Gamification 53

Gamification Automotive Coaching Morale 53

Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement. nGUVU offers an employee engagement platform for contact centers. About nGUVU.

Gamification 72

Gamification Technology Employee engagement Engineering 72

Noble Systems

AUGUST 8, 2019

At-home agents add a wealth of experience to the team along with a strong work ethic and professionalism that leads to higher levels of productivity and performance and better employee and customer satisfaction. These factors contribute to lower attrition rates in an industry fraught with high levels of turnover.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Noble Systems

MARCH 20, 2019

To this end, the use of call center gamification represents a bona-fide breakthrough. Never has such a revolutionary approach been so badly needed, as the statistics lay out some stark truths: 71 percent of all employees are not engaged while at work and the average call center has a 26 percent attrition rate.

Gamification 75

Gamification Call Center Customer Experience Banking 75

CCNG

MAY 27, 2021

Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams.

Consulting 195

Consulting Consulting Contact Center Gamification 195

COPC

MARCH 11, 2024

Overall Employee Engagement Are we creating a welcoming environment for new hires? Gamification: Is the platform equipped with advanced gamification features to enhance motivation, engagement, and performance from preboarding through to onboarding? How can I make sure this is true? What were your first priorities?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Call Design

JANUARY 20, 2022

Another method of building engagement that is pivoting is gamification. The Power of Gamification. The adoption of gamification in contact centre’s is running full throttle – because it works! This is a true testimony to the value obtained by implementing gamification.

Gamification 78

Gamification Coaching Construction Employee engagement 78

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Implement Gamification Systems.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Fonolo

NOVEMBER 7, 2018

As we wind down the year, one exploding with news of mergers, acquisitions, emerging technologies, dying technologies, and the like, sometimes it’s good to go back to basics when the volume on industry news and trends has been turned up to dizzying, deafening degrees. Gamification. Meeting the Industry Standard of Service Level.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

COPC

APRIL 1, 2024

At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries. Personalized Agent Training The adoption of digital gamification is a major component of this change. Personalized Agent Training The adoption of digital gamification is a major component of this change.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Noble Systems

OCTOBER 10, 2017

Folks, when I talk about Gamification I am talking about using game mechanics to increase productivity, lower attrition, and lower absenteeism, those are just some of the areas that can be impacted. It is actually very simple; gaming gets the employees ENGAGED, especially with the millennials. How the heck will I know?

Gamification 40

Gamification Employee engagement Call Center Metrics 40

Fonolo

JUNE 17, 2021

But agent engagement isn’t just about making your employees happy. Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Work hard, play hard.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Verint

AUGUST 17, 2017

The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Fonolo

JUNE 22, 2021

This guide also breaks down how strong agent engagement can significantly boost revenue and overall call center metrics – two good reasons for call center managers to take their employee engagement seriously. Employee Engagement Tip #1: Invest in communication. Gamification and performance-based incentives.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Noble Systems

OCTOBER 11, 2018

Industry stats on employee turnover and the actual cost to businesses are scary. According to Deloitte Analyst Josh Bersin, some industries, including detail, customer service and hospitality, are now seeing turnover rates between 30-40%. Retaining good employees is good business. What is Gamification?

Gamification 74

Gamification Employee engagement Call Center Morale 74

Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees. “We About DATAGAMZ.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees. “We About DATAGAMZ.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

FEBRUARY 2, 2022

According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. In short, you need a solid employee engagement program. You can do this with gamification to reward and recognize agents for delivering superior experiences.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Call Design

SEPTEMBER 9, 2021

Incorporating industry best practice and key milestones is key, along with the continual updating and development of the plan to suit changing business environments and new ways of thinking. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Fonolo

APRIL 5, 2022

Despite the $330 billion market value of the global call center industry , attrition is worse for call centers than in any other field. And, agent engagement continues to be the catalyst for customer loyalty and revenue. The easiest way to boost employee engagement and retention is to invest in the right call center leader.

Call Center 99

Call Center Contact Center Gamification Construction 99

Serenova

MARCH 31, 2020

Agents will be able work from the safety of their own homes while still handling the exponential increase in call volume happening across industries. Employee engagement has long been discussed in terms of costs associated with recruitment and retention. Gamification is another way to keep agents motivated and engaged.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Fonolo

JANUARY 31, 2023

As the industry advances, so do the methods we use to ensure our workforce is performing at its best. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Use incentives and gamification Call center training material can get pretty dry.

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Call Center Contact Center Coaching Gamification 141

Quiq

DECEMBER 29, 2021

But even as talent shortages loom large and supply chain issues continue to slow down sales across industries, it’s your customer service that will help you outpace your competition and keep customers coming back for more. Boost employee engagement with gamification. A good way to engage employees?

Gamification 52

Gamification Chatbots Sales Surveys 52

CSR Inc.

JULY 17, 2016

But the role of tech in the call center industry stretches well beyond enabling virtual agents. It’s an extensive list of how technologies are being used to keep agents engaged, learning and productive – and some of the items make points that I emphasize on an (almost) daily basis. Give us a call at 1-888-414-2774.

Call Center 48

Call Center Technology Gamification Coaching 48

Robert Davis

NOVEMBER 10, 2018

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Press Release. ROSWELL, Ga. November 13, 2018 – Robert C. About TouchPoint One.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. Gamification applies game elements and principles in non-game settings such as work environments. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

OctopusTech

MARCH 1, 2023

This makes it easier for customer service teams to provide 24-hour support since they have employees working in different time zones. Depending on the industry, call systems can screen incoming calls and analyze the customer’s request. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Liveops

MARCH 11, 2021

Engaging with your team on a regular and frequent basis allows you to get a pulse check on their productivity and overall sentiment. Try not to align employee happiness with employee engagement. Tools like Slack mimic real-time engagement so co-workers have the opportunity to build and nurture relationships while at work.

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Gamification Enterprise Contact Center Contact center software 118

Noble Systems

APRIL 21, 2020

Compliance – Managing and complying with industry regulations is mission-critical to all contact centers. Employee Engagement – Gamification is designed to increase productivity and reduce employee turnover, by using extrinsic and intrinsic values and rewards to align employee activities with the company’s business goals.

call center software 80

call center software Call Center Technology Contact center software 80

Monet Software

JANUARY 24, 2019

We’ve found several pieces online attempting to predict where the contact center industry is headed in 2019. The economy has been thriving, and those industries that rely on sales are seeing better numbers – but more customers means more questions, orders and occasionally complaints, most of which are handled by the contact center.

Gamification 48

Gamification Self service Contact Center Employee engagement 48

Balto

NOVEMBER 2, 2022

By communicating regularly with your call center employees, you’ll be able to increase employee engagement. Motivate and Engage Call Center Agents. If you’re not motivating or engaging your agents regularly, you’re doing yourself and your organization a disservice. Provide Leadership.

Call Center 52

Call Center Management Average Handle Time Gamification 52

Playvox

MARCH 12, 2023

Implementing continuous training and development programs can help customer service agents improve their technical knowledge, stay current on industry practices, and provide better customer service due to enhanced soft skills. Ensuring that employee performance is always at its best should always be the ultimate goal.

Contact Center 52

Contact Center Gamification Metrics Quality management 52