Sustaining Agent Engagement with Continuous Feedback Through Gamification

Noble Systems

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.

Sustaining Agent Engagement with Continuous Feedback Through Gamification

Noble Systems

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.

Accelerate Sales Effectiveness with Gamification

Noble Systems

By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time. Gamification uses game mechanics to encourage desired behaviors.

Advance Collections and Debt Recovery with Gamification

Noble Systems

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. All of this required language can be tracked and rewarded through gamification. Let’s face it.

Accelerate Sales Effectiveness with Gamification

Noble Systems

By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time. Gamification uses game mechanics to encourage desired behaviors.

Advance Collections and Debt Recovery with Gamification

Noble Systems

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. All of this required language can be tracked and rewarded through gamification. Let’s face it.

Grow Revenue and Elevate Your Sales Organization to World-Class Status with Gamification

Noble Systems

That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. All of them can be enhanced with gamification. A bit about gamification. Continuous development and feedback keep sales agents on track.

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

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.” However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. The post Where Is Gamification Going?

Tips and Techniques from the Gamification PlayBook

DMG

Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort.

Gamify Onboarding to Win the Battle Over New Hire Retention

Noble Systems

Beating the odds with Gamification. To achieve a winning onboarding strategy, many companies are leveraging gamification to remove the tedium of traditional programs and accelerate learning. After deploying gamification this figure rose to over 90%.”.

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Contact Center Gamification Product and Market Report. For customers, gamification is intended to improve loyalty and engagement.

Still Struggling with Employee Retention? It’s Time to Get in the Game

Noble Systems

They value extensive feedback, and are also looking for face-to-face communication and a relationship with their supervisors. Gamification is a powerful solution that should be included. What is Gamification? How Gamification Impacts Employee Retention.

Contact Center Agents and the Importance of Engagement

Noble Systems

Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase customer satisfaction and retention. Feedback is an important feature of WEM.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

Gamification, which applies game mechanics to engage employees by tracking and rewarding desired behaviours, has made recent gains in popularity in the global financial industry due to its effectiveness in improving engagement, customer experience and customer loyalty.

Contact Center Agents and the Importance of Engagement

Noble Systems

Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase customer satisfaction and retention. Feedback is an important feature of WEM.

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. Can you share some ideas to help us get started?

DMG

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. Build a culture dedicated to providing continuous feedback, coaching and training – this creates a positive environment where agents will go above and beyond, as they know that management “has their back.”. Demonstrate to agents that their feedback is important.

Guest Blog: One of the biggest contact centre challenges and how to fix it

teleopti

Using tools like Gamification can help promote cohesion and a fun work environment that stimulates and motivates employees. Gamification plays into our innate desire for reward, feedback, status, competition, altruism, and achievement.

Cough or Infection: 7 Call Center Agent Coaching Tips

Noble Systems

Feedback Loop to a Supervisors Up-Line Manager. Much of the coaching process involves one-way communication, but providing an opportunity for agents to give feedback on their coaching session and having that feedback bubble up to the up-line manager of the supervisor also gives insight into what opportunities exist to improve coaching across the community. For anyone who has kids, you know that a cough is not always just a cough.

Keep Your Call Center At-Home Agents Engaged

Callminer

Use gamification. Gamification is the use of games and technology to offer incentives to employees based on their performance metrics. The idea of gamification encourages agents to use your software solutions, follow scripts, and keep your contact center on track to meet ongoing goals.

7 Tips for Training Call Center Agents Effectively

VocalCom

Use customer feedback as training material. Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations. Offer peer training and gamification. Gamification can also be a fun way to encourage healthy competition during training practices. Agents may take turns playing different roles so that everyone can offer their feedback on how improvements may be made.

Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Robert Davis

TouchPoint One customer contact solutions deliver the rich benefits of gamification, balanced scorecards, employee dashboards and advanced performance management through innovative design and complete, functional alignment with business processes and strategies. Press Release.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG

If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task. Evaluate a large enough sample of interactions in each channel to make the feedback valuable. Use gamification to recognize and reward agents for doing a good job.

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

inContact

And agents stay motivated With inView’s gamification capabilities, get continual feedback on their performance and modify their schedules quickly and easily.

Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

How can we improve our contact center coaching?

DMG

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. Targeted coaching sessions can be delivered to agents automatically, triggered by low-scoring evaluations, or, if integrated with surveying/voice of the customer (VoC) applications, low-scoring customer feedback results.

How Call Centers Can Manage a Brand Crisis

Fonolo

Listen to their feedback, respond to their concerns, and be sure to reward them for their good performance. It’s also important to ensure that you keep brand managers informed and suggest solutions based upon feedback from customers. What’s Inside: Gamification in the Contact Center.

Performance Management – You Know You Need It, and Here’s Why

inContact

Let’s look at five Contact Center challenges that a Performance Management tool like inView will help you address: Increase Agent Engagement: A Performance Management solution helps you motivate your employees by providing them with direct, continuous and immediate feedback on where they stand compared to their team, group or even the whole organization. Gamification encourages agent engagement and drives desired outcomes.

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

inContact

Additionally, think about the last time you provided verbal feedback about lagging performance. In engaging with others, psychologists suggest striving for the 5:1 rule – try to provide five instances of positive or neutral feedback for every negative instance.

Performance Management Takes Your Reporting to the Next Level

inContact

A performance management platform also provides data transparency for all levels of the organization, provides holistic view through data aggregation from disparate data sources, engages and retains employees through gamification, coaching and feedback mechanisms, and SO much more. I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment.

Telltale Signs: How to Identify Call Center Agent Burnout

Fonolo

Someone who is experiencing burnout often responds very emotionally to minor setbacks, feedback, or reproach. What’s Inside: Gamification in the Contact Center. Call centers have become notorious for possessing one of the highest employee attrition rates of any industry.

Five Tips for Improving Contact Center Management

inContact

You need to train agents if and when required, and share lots of quality, actionable feedback. They also will self-manage and appreciate gamification ! Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations.

4 Affordable Online Solutions for Understanding Customer Experience

Win the Customer

The best solutions intercept unhappy clients and ask for feedback that comes directly back to you, preventing third party criticism. AskNicely provides customer feedback software based on the Net Promoter Score (NPS) analytic framework. Plan when you want to receive feedback alerts.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. When: Today, 26 September 2018. Where: Available at the DMG Consulting online store.

5 Ways to Engage Your Front-Line Staff

Taylor Reach Group

And only 27% strongly agree they’re getting feedback that helps them do their jobs better. Research indicates , more than one-third of managers (37%) say they are uncomfortable providing feedback to employees that might elicit a bad response. Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. By: Peg Ayers, MBA, CCXP. The Front Line. Customer Experience. Employee Engagement. Profitability.

Make Life Easier for Your Entire Workforce

Aspect

Concise and regular feedback on the employee’s personal performance vs. goal : Graphically display individual agent’s adherence vs. goal and team adherence vs. goal (for supervisors). Since the dawn of man, people have been engaged in a compelling quest to make life easier for themselves.

Top 5 Best Practices for Deploying a Behavior-Based Mystery Calling Incentive Program

CSR Inc.

Provide positive feedback Receiving positive feedback generates an emotional high, and encourages repetition of the desired behavior. Make it fun Look for ways to use gamification strategies as much as possible in your program.