Noble Systems

JANUARY 21, 2019

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. Get more details on their strategies, goals and results in the case study.

Gamification 61

Gamification Sales CRM Contact Center 61

Noble Systems

JANUARY 21, 2019

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. Improving & Sustaining Sales Effectiveness. Develop, Coach, Onboard, Motivate.

Gamification 52

Gamification Sales CRM Contact Center 52

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. More complex processes like performance reviews, quality and compliance audits, and even gamification provide similar opportunities to gather, analyze, and act on named or anonymous employee feedback in a structured, systematic way.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Playvox

MARCH 12, 2024

Intrinsic vs. Extrinsic Motivators Intrinsic motivators come from within the individual, such as personal satisfaction, a sense of achievement, and the enjoyment of the work itself. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

JivoChat

MARCH 12, 2023

They became even more relevant and prevalent during the pandemic when restrictions were imposed on physical movement, limiting students’ access to classroom-based and in-person learning modalities. Staggering your learning sessions can be extremely convenient to create space for other activities and a better study-life balance.

Education 75

Education Technology Gamification Entertainment 75

Playvox

APRIL 25, 2023

Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge. Incorporate feedback.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. It provides insight into the overall customer relationship and satisfaction.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Serenova

APRIL 13, 2020

A study by Harvard Business School found that 28% of the time, an incident that had a minor impact on a project had a major impact on people’s feelings. Whether it’s performance dashboards, real-time feedback or virtual announcements, Serenova’s CxEngage helps contact centers recognize performance no matter where it happens.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Balto

JUNE 3, 2022

In the absence of in-person interaction, there are still ways to make sure agents stay engaged. Studies show that creating a sense of community boosts retention. Over 67% of contact centers measure engagement through periodic agent feedback surveys. Despite that, 69% of contact centers use no form of gamification whatsoever.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Call Design

OCTOBER 30, 2019

According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year. On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite).

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Call Design

OCTOBER 30, 2019

According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year. On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite).

Gamification 60

Gamification Construction Benchmark Employee engagement 60

TechSee

DECEMBER 16, 2021

86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels. But even more significant, they will be able to provide a more personalized and relevant interaction to enhance the long-term customer relationship. And they are also not as effective.

Call Center 124

Call Center Self service Gamification Contact Center 124

Balto

MAY 13, 2022

Gamification. Gamification can make things a bit more fun. Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance. Research backs up the power of gamification. Provide Regular Coaching and Feedback. This empowers agents.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

Fonolo

JANUARY 31, 2023

TIP: Using interactive online training techniques with video conferencing can give agents opportunities to engage with their team mates on a more personal level. Here are some key ways to integrate customer profiles into your agent training plan: Make agent feedback a priority. Foster empathy with the customer. Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Storyline: Gamification. The Great Contact Center Diaspora.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

OCTOBER 20, 2022

One Zendesk study polled over 1,000 US customers and found that 58% of the respondents stopped buying from the company after receiving lousy customer service. According to a study by Harvard Business Review , the cost of acquiring a new customer ranges between 5 and 25 times the cost of retaining the existing one.

Best practices 52

Best practices Call Center Gamification Coaching 52

Noble Systems

OCTOBER 11, 2018

They are optimists, great multi-taskers and value personal growth. The next group, Millennials, born between 1981 and 1996, value achievement, extreme fun, personal attention and high morals. They value extensive feedback, and are also looking for face-to-face communication and a relationship with their supervisors.

Gamification 74

Gamification Employee engagement Call Center Morale 74

Noble Systems

FEBRUARY 14, 2019

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. Reinforce corporate vision, mission and brand.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Babelforce

FEBRUARY 24, 2022

The right tools can support agents by: Automating manual tasks to help them focus more on customer calls Routing customers to the agents best placed to help them Gathering information pre-call to help agents provide better service Highlighting customer information that enables personalized service. 9 Use gamification tactics.

Employee engagement 52

Employee engagement Gamification Call Center Contact Center 52

Noble Systems

FEBRUARY 14, 2019

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. Reinforce corporate vision, mission and brand.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc. Assess Team is an easy-to-use tool for getting clear and constructive feedback.

Management 59

Management Gamification Analytics Enterprise 59

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. Leverage Gamification for Soft Skills Development. A study recently conducted by Aberdeen indicated that companies using AI show 2.5

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. Leverage Gamification for Soft Skills Development. A study recently conducted by Aberdeen indicated that companies using AI show 2.5

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Noble Systems

OCTOBER 22, 2018

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. Secured customer feedback. Here is a list of some of these KPIs.

Banking 48

Banking Gamification Customer centricity Surveys 48

CSM Magazine

FEBRUARY 1, 2022

A recent agent wellbeing study from Calabrio revealed that channel expansion and increased interaction complexity are two of the top sources of agent stress. Two of the top wishes that agents identified in Calabrio’s survey are more frequent training and more personalized development.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Playvox

MARCH 12, 2023

If a new way to perform heart surgery was developed that ensured a 99.99% success rate, it would make sense for all practicing surgeons to study, learn, and implement this new operation. Related Article: Team Leaders: How to Personalize your Agent Training 3. The same can be said for contact center training.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

JULY 28, 2022

But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded. Have more frequent feedback sessions with your agents and offer ways for them to give you feedback too.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

ProProfs Blog

SEPTEMBER 17, 2021

Studies show that companies that invest in employee experience outperform the ones that don’t by 4.2x Benefit surveys are a great way to collect feedback from your employees. Take Action on Employee Feedback. But are you taking timely action on the feedback? Share Customer Feedback with Your Employees.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Balto

NOVEMBER 2, 2022

In addition, it provides an opportunity to listen to agent feedback, which you can use to help improve processes and scripts. Remember that your agents are the boots on the ground with your customers and are often willing to share their feedback and ideas if you provide a regular forum for them. Net Promoter Score (NPS).

Call Center 52

Call Center Management Average Handle Time Gamification 52

Transparent BPO

AUGUST 13, 2019

Simple tasks, like updating personal details, checking account balances, or making a reservation are where technology in its current iteration performs well. Talking to a person is not their first choice when seeking service; they prefer digital channels instead. Conclusion Trends come and go, says Serenova.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

JivoChat

JULY 20, 2021

Studies show that increasing customer retention rates by 5% can increase your profits by 25% to 95%. So much so, they expect businesses to provide fast, personalized support across multiple channels. Close the Loop on Customer Feedback. Increased profits – As you take care of your customers, they keep coming back for more.

Customer retention 52

Customer retention Gamification Education Self service 52

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification. Rewarding agents for personal bests is a great example of an extrinsic motivator.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

NICE inContact

MARCH 13, 2019

Additionally, for quite some time, I was the only person who knew how to run and apply the macro, which caused challenges if I was sick or went on vacation. According to a 2017 ICMI research study , 47% of surveyed organizations listed “consolidating reports” as one of the top challenges with performance management processes.

Management 54

Management Average Handle Time Gamification Contact Center 54

Serenova

JULY 7, 2020

You can pair this with gamification that encourages learning. According to an MIT Sloan study , just eight months of soft skills training can yield 250% return on investment through increased productivity, better efficiency and improved employee engagement. The key to soft skills training is consistency and practice.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

NobelBiz

DECEMBER 14, 2021

It refers to the actions that must be completed by a customer service person after contact has concluded, as well as the time it takes for a representative to perform their post-call activities. Customer feedback analysis Why is the ACW a must for Contact Centers? The reason for the phone call (eg.

Contact Center 52

Contact Center call center software Call Center CRM 52

ProProfs Blog

JUNE 30, 2020

Develop personal brand. That’s what Simon Sinek discovered when studying these leaders closely. It’s nice to know that average IQ doesn’t limit a person to average performance. And who can resist an online quiz with instant feedback?” View critics at workplace. Be at the forefront to lead their teams.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Serenova

JULY 7, 2020

You can pair this with gamification that encourages learning. According to an MIT Sloan study , just eight months of soft skills training can yield 250% return on investment through increased productivity, better efficiency and improved employee engagement. The key to soft skills training is consistency and practice.

Call Center 52

Call Center Scripts contact center solutions Coaching 52