CCNG

SEPTEMBER 27, 2023

GETTING PRACTICAL Amid contact centers scrambling to utilize omnichannel while engaging employees with gamification software and IT departments driving toward AI solutions, helping the agent to find the answers quickly for customers seems to have fallen by the wayside. All this costs more money. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. This doesn’t mean giving out empty praise or insincere feedback.

Morale 78

Morale Gamification Contact Center Quality management 78

CSM Magazine

AUGUST 4, 2023

By offering exclusive rewards to loyal customers and promptly responding to their feedback, the coffee shop not only encourages repeat purchases but also fosters a sense of loyalty among its patrons. These events could include seminars, workshops, and local meetups, where attendees have the chance to network with peers and industry experts.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

Liveops

MARCH 11, 2021

You need to provide them with tools to share feedback with you on their level of engagement.” – Greg Hanover . An important piece to integrate is real-time feedback. Liveops leverages a social network platform that includes gamification, events and networking among agents. . “It needs to be a two-way street.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Real Blue Sky

JULY 12, 2022

The days of training being a once-a-year event are long gone. This technology can teach new skills, track performance, manage coaching and feedback sessions, conduct testing and assessment, and be used to effectively communicate with colleagues around the world. Incentives and Gamification. Closing the Loop. Conclusion.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Balto

JUNE 3, 2022

Social events are one of the easiest ways to give agents a sense of community at work, but the number of contact centers that host social activities has fallen by more than 25% since 2015. Over 67% of contact centers measure engagement through periodic agent feedback surveys. Focus on Virtual Team Building.

Gamification 52

Gamification Scripts Contact Center Surveys 52

CSM Magazine

JUNE 10, 2021

If contact centres can raise their profile and share this feedback with the relevant department – who then fix the issue – the entire organisation wins. The product design team tweaking their models, marketing making changes to their campaigns and logistics altering their delivery practices, all based on customer feedback.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Fonolo

JANUARY 31, 2023

Most people think of training as a one-time event or program, but that’s just the tip of the iceberg. Here are some key ways to integrate customer profiles into your agent training plan: Make agent feedback a priority. Use incentives and gamification Call center training material can get pretty dry.

Call Center 141

Call Center Contact Center Coaching Gamification 141

JustCall

MARCH 6, 2023

This creates positive energy, which is enhanced by virtual team-building events and similar activities for agent and call center productivity. Detailed Feedback Cash and public recognition need not be the only types of incentives offered. Every employee wants to feel heard, and this is where detailed feedback mechanisms come in.

Call Center 52

Call Center Gamification Metrics Upselling 52

ProProfs Blog

APRIL 25, 2019

# Ask for Customer Feedback and Work Towards Implementing It. Make use of Net Promoter Score software to track customer trends and collect actionable feedback. Use the opinions and feedback from customers to resolve issues at the earliest. There’s no way of increasing customer retention without reducing customer churn.

Customer retention 99

Customer retention Gamification Surveys Feedback 99

Liveops

MARCH 15, 2021

You need to provide them with tools to share feedback with you on their level of engagement.” – Greg Hanover . An important piece to integrate is real-time feedback. Liveops leverages a social network platform that includes gamification, events and networking among agents. . “It needs to be a two-way street.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

CSM Magazine

SEPTEMBER 8, 2023

Consider festive seasons or unexpected global events; businesses that employ dynamic pricing can easily adjust to these shifts. Gamification is like the sprinkle of excitement atop the cake of shopping. And remember, always prioritize customer feedback. Moreover, there’s the option to offer personalized pricing.

Gamification 52

Gamification Entertainment Advertising Analytics 52

Monet Software

MARCH 19, 2020

After all, how do you know whether to use gamification tools or overhaul the hiring process if you haven’t first identified your barriers to workforce buy-in? Some technology solutions can enable an entire workforce to share perceptions and feedback via their preferred communications channels. Would they like more skills-building?

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. When ICCU—the number-one performing credit union in the U.S.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. From that point on, I saw vast improvements in my trainees and got excellent feedback.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

FEBRUARY 20, 2019

Whether a crisis is caused by a technical glitch, a disgruntled customer gone viral, or a data breach, there are several ways your call center can effectively manage these events. Listen to their feedback, respond to their concerns, and be sure to reward them for their good performance. Incorporate Social Listening. Collaborate.

Call Center 89

Call Center Management Contact Center Gamification 89

DMG Consulting

JANUARY 8, 2018

Coaching capabilities are frequently an integrated component of quality assurance (QA)/quality management (QM) solutions, which enables coaching feedback to be appended to evaluation forms and/or the recorded interaction. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

Noble Systems

FEBRUARY 4, 2019

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. So, what is the right cadence and type of feedback for employees, today? According to a Forrester report, employees want continuous feedback. And it has to happen on a regular basis.

Gamification 62

Gamification Feedback Morale Employee engagement 62

Monet Software

APRIL 24, 2020

Early on, however, managers should be especially sensitive to how QM and performance feedback is delivered. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. Feedback mechanisms to ensure communication is a two-way street.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Noble Systems

FEBRUARY 4, 2019

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. So, what is the right cadence and type of feedback for employees, today? According to a Forrester report, employees want continuous feedback. And it has to happen on a regular basis.

Gamification 47

Gamification Feedback Morale Employee engagement 47

Playvox

DECEMBER 21, 2022

Regular inclusion in company events. Look into a coaching solution, like Playvox Coaching , that creates learning plans for every agent based on their needs and allows them to communicate with you through closed-loop feedback. Playvox Motivation helps you do that through gamification and healthy competition.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

JivoChat

JULY 27, 2021

Use gamification. Gamification is a powerful way to influence customers and reward loyalty. Close the feedback loop. Always collect customer feedback, and then show customers how you have acted on it. They also want their feedback incorporated so they get more relevant, personalized experiences.

Gamification 52

Gamification Chatbots Sales Feedback 52

NobelBiz

DECEMBER 14, 2021

Customer feedback analysis Why is the ACW a must for Contact Centers? This implies that the caller’s request may be processed more quickly and easily, making it easier for the agent to summarize his feedback notes and reduce repeats. You may set up a feedback loop to guarantee that you get useful input from your agents.

Contact Center 52

Contact Center call center software Call Center CRM 52

Taylor Reach Group

DECEMBER 21, 2017

As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Give Feedback! Evaluations are not meant to be a mini-performance review or a one-way street – a report card created without feedback. Give Feedback! ?

Coaching 54

Coaching Gamification Feedback Personalization 54

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Here’s what was on their minds: Weighing Advantages and (Perceived) Risks of the Cloud.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Related Posts. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

CX Journey

NOVEMBER 12, 2015

The point of our exercise, where much went wrong – but that is the curse of the ‘live demo’ – was to design more fun ways for customers to give feedback. So, it makes sense to think about gamification here. I’d advise other Customer Insight leaders to think of attending similar events. Plus more tools to deliver this.

Gamification 63

Gamification Airlines Construction Coaching 63

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. Using data mining, statistical techniques, and machine learning to identify relationships, patterns, and trends, a predictive model can be built to anticipate future events or behaviors, as well as their potential business impacts.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

SmartKarrot

SEPTEMBER 15, 2020

Widget Training Tools Use of Analytics Live Free Demos Aim for Milestones Feedback Options. Your learners should know the training they need and get it with one-click access to their learning paths, events, courses, and gamification. Feedback Options. What is customer onboarding? . Use of Analytics.

SaaS 10

SaaS Gamification Analytics Feedback 10

ChurnZero

JULY 12, 2019

Two important components in gamification are surprise and delight. Provide Feedback and Reward Users. Reinforce positive behavior and provide feedback. Explain what users managed to do with key events. But I only access such services when required. Your roadmap can partially influence that. Don’t brag about features.

Accountability 75

Accountability Metrics Education Marketing 75

DMG Consulting

DECEMBER 11, 2017

Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Celebrate success – use contact center performance management, gamification and QA solutions to consistently recognize outstanding performance and keep agents motivated.

Gamification 59

Gamification Contact Center Coaching Best practices 59

Serenova

JUNE 5, 2020

Single-day reoptimization makes it easier to handle unexpected events, such as absences or changes in call volume. You can help combat this by dialing up feedback with quality management tools. Continuous feedback helps remind agents that they contribute to the long-term goals of the organization. Scheduling. Monitoring.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

ProProfs Blog

AUGUST 6, 2021

Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Advanced Feedback Analysis. Feedback Forums. Employee Feedback Software.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

NobelBiz

MAY 22, 2022

Daily management Always have a backup plan to preempt unanticipated adverse events such as spikes in volume, isolated infrastructure or technology issues, absenteeism, etc. Have redundant resources up and ready to spring into action at any given time.

call center workforce 52

call center workforce Call Center Management Gamification 52

Fonolo

JUNE 17, 2015

Use incentives and gamification. Most people think of training as a one-time event or program but that’s just the tip of the iceberg. cctr #training #storytelling Click To Tweet This empowers employees to make their own improvements, as well as adds an element of gamification for your most competitive agents.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Vistio

APRIL 2, 2022

If yours is taking weeks to be able to give people feedback, you’re going to lose in that proposition. Now the bar is being raised again and I’m getting that feedback from a lot of my clients, that customers are demanding more than ever before. Again, these are people that are just us like on the ground and leaders.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

RapportBoost

NOVEMBER 5, 2018

We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. We welcome your feedback. . You mentioned incentives, gamification and increasing the competition amongst the agents in a friendly way. Take a listen! Tony: Cool.

Contact Center 40

Contact Center Scripts Sales Metrics 40