DMG Consulting

MAY 15, 2017

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.

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Gamification Contact Center Consulting Consulting 48

Noble Systems

AUGUST 8, 2019

Gamification , which uses game mechanics such as points, badges, leaderboards, rewards and recognition, is an enabling technology that has gained popularity in recent years in contact centers. Gamification can help right from the start. Leverage gamification for at-home agent onboarding. Not the case with gamification.

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Gamification At home agents Contact Center contact center workforce 65

ShepHyken

FEBRUARY 18, 2024

I also like the tips and tactics the author shares to master both. Seriously, there are good tips. There’s an interesting tip about the impact of games. I haven’t seen an article about “gamification” in quite some time. Those interactions can include human-to-human and everything else (website, opening a package, etc.).

Customer Service 153

Customer Service Gamification Customer retention Customer Experience 153

Noble Systems

DECEMBER 4, 2019

This feedback produces Voice of the Customer (VoC) that can help your company redefine and elevate the customer experience throughout the journey which, in turn, strengthens engagement and loyalty. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

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Feedback Gamification Analytics Customer centricity 52

Playvox

FEBRUARY 13, 2024

Gamification: Sometimes A Contact Center Can Be All Fun And Games Contact center gamification includes a range of tactics to incorporate friendly competition, recognition, and a sense of achievement. Gamification breaks up the daily routine while promoting team collaboration. The gamification software Kahoot!,

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Contact Center Gamification Coaching Feedback 88

Calltools

OCTOBER 19, 2022

Follow these nine holiday contact center tips! Provide a way for employees to leave feedback about their job roles anonymously. Implement Gamification Dashboards. Gamification is a fun and interactive way to set milestones for agents during the holiday period. Train Contact Center Agents.

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Contact Center Gamification Upselling Scripts 52

Playvox

FEBRUARY 20, 2024

Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive. This is a mistake as those employees who don’t receive consistent feedback, are more likely to become disengaged and even seek opportunities elsewhere.

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Management Gamification Calibration Quality management 88

Noble Systems

JANUARY 15, 2019

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. Defining the key performance indicators (KPIs) in each of these areas will help you determine what to reward through gamification. Payment Disclosure.

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Gamification Customer centricity Contact Center Average Handle Time 60

Callminer

JULY 16, 2018

Tips to Keep At-Home Agents Engaged. Here are eight tips to keep your at-home agents engaged and productive. Use gamification. Gamification is the use of games and technology to offer incentives to employees based on their performance metrics. Offer feedback. Communication is key.

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At home agents Call Center Gamification Average Handle Time 196

Noble Systems

JANUARY 15, 2019

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. Defining the key performance indicators (KPIs) in each of these areas will help you determine what to reward through gamification. Payment Disclosure.

Gamification 52

Gamification Customer centricity Contact Center Average Handle Time 52

Outsource Consultants

JUNE 6, 2022

Implement Gamification Systems. Anyone who’s ever taken a quick evening walk to “hit their steps” or took a few moments to practice French after their Duolingo app reminded them they were in danger of losing their streak knows that gamification can be highly effective. Get Feedback. A recent study showed that 80 percent of U.S.

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Gamification At home agents Morale Employee engagement 128

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.

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Gamification Journey mapping Feedback Metrics 83

Balto

DECEMBER 4, 2023

Ongoing training backed by continual coaching and feedback, not just leaving them to look for answers on their own. Automating your QA process with real-time tools is a huge time saver and gets agents essential feedback much faster. Here’s how: Feedback: Agents need to know where they stand. Allow agents to connect with callers.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

COPC

MARCH 11, 2024

Are we providing insights into attrition rates and qualitative and quantitative feedback on recruitment quality and class pass rates? Are we getting feedback in this area to inform recruiting and training? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

JustCall

MARCH 9, 2023

In this blog, therefore, we will look at the six most important tips to keep in mind with respect to call center agent training programs. 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train

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Call Center call center software Construction Best practices 52

Noble Systems

MARCH 30, 2020

Gamification applies game elements and principles in non-game settings such as work environments. It effectively and efficiently builds knowledge and motivates employees to align their behaviors with customer needs and those of the company, and provides quick and continuous feedback to agents to keep them engaged.

Management 90

Management Gamification Contact Center Coaching 90

Calltools

MARCH 22, 2023

Read on to explore the benefits a hybrid contact center offers and consider these tips and tricks to help boost hybrid company culture and build bonds between your team members. Prioritize Team Feedback Employees in any setting need feedback to feel recognized and motivated to do their work.

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Contact Center Gamification Morale Feedback 98

VocalCom

JULY 3, 2017

Here are seven tips for training call center agents effectively. 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. Give agents clear objectives.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

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. You cannot do one, with the other. Want to learn more?

Morale 78

Morale Gamification Contact Center Quality management 78

Serenova

APRIL 13, 2020

Here are six tips to help. Whether it’s performance dashboards, real-time feedback or virtual announcements, Serenova’s CxEngage helps contact centers recognize performance no matter where it happens. Agents can ask for assistance via chat; supervisors can provide feedback through team meetings, suggestion boxes or surveys.

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Gamification Contact Center Metrics contact center solutions 145

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. You can pair this with gamification that encourages learning. Traditionally, contact center supervisors have reviewed a sampling of customer interactions and provided agents with feedback. The most successful contact centers take it further.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

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. Use this feedback to make informed improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

COPC

JANUARY 15, 2024

We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee. Find tips for avoiding job shock by crafting an accurate job description in the first article in this series. 

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Best practices Employee engagement Coaching Feedback 78

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. TIP: Using interactive online training techniques with video conferencing can give agents opportunities to engage with their team mates on a more personal level. Add a few gamification elements and your call center will be singing.

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Call Center Contact Center Coaching Gamification 141

Real Blue Sky

JULY 12, 2022

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. Receiving feedback from your employees is critical to the ongoing training process. Conclusion.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Callminer

APRIL 24, 2020

Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. Incorporate Customer Feedback into Performance Improvements. The key takeaway is to use customer feedback (surveys, social media, etc.)

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Noble Systems

DECEMBER 6, 2018

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. They recently deployed Noble Systems gamification and saw a dramatic improvement in new hires’ understanding their goals.

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Gamification Contact Center Education Call Center 61

NICE inContact

NOVEMBER 6, 2018

You need to train agents if and when required, and share lots of quality, actionable feedback. They also will self-manage and appreciate gamification ! The post Five Tips for Improving Contact Center Management appeared first on NICE inContact Blog. Also, keep in mind that agents are getting younger.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. Tip: If your contact center cares about the customer experience, wants to reduce abandon rates, and decrease telco costs, then a cloud call-back solution is a must-have solution for 2017. Consumers want a place to give quick feedback, vent, and interact with their favorite brands.

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Contact Center Gamification Call Center Average Handle Time 176

Balto

OCTOBER 20, 2022

With that in mind, here are some general QA tips to help ensure your organization gets the most out of its QA program. Give Regular and Consistent Feedback. Be sure to highlight where they are performing well and providing constructive feedback on areas they can improve. 6) Use Gamification. Provide Clear Goals.

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Best practices Call Center Gamification Coaching 52

CSM Magazine

APRIL 13, 2023

How to Effectively Implement Online Ethics Training To effectively implement online ethics training for employees , creating an environment that encourages open discussion and productive feedback is essential. Companies should then guide how to navigate these conversations with competence and professionalism.

Gamification 52

Gamification Accountability Feedback Technology 52

Noble Systems

JANUARY 12, 2018

Feedback Loop to a Supervisors Up-Line Manager. By leveraging a unified solution that handles agents scorecards, coaching, follow-up, tracking, feedback and rewards it is possible to make improving behavioral outcomes and production in the call center a natural extension of daily operations.

Coaching 40

Coaching Call Center Gamification Feedback 40

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. You can pair this with gamification that encourages learning. Traditionally, contact center supervisors have reviewed a sampling of customer interactions and provided agents with feedback. The most successful contact centers take it further.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Nicereply

FEBRUARY 2, 2021

In this article I cover four tips to help support and UX work together more closely: Be Deliberate. While asking “how do customers feel about X” at the watercooler might get you some anecdotal stories, you’ll get better customer feedback if you give support managers time to pull the data. In those instances, you need perspective.

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Gamification Customer Support Employee engagement Accountability 40

Playvox

JANUARY 5, 2022

Try these tips to keep your contact center team engaged – whether working remotely or in the office. It can deliver positive feedback on a client interaction, recognize an agent’s strengths, or simply express appreciation for their contributions to the team. Another fun way to recognize your team is through gamification.

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Contact Center contact center workforce Gamification Coaching 72

Monet Software

MARCH 19, 2020

And those tasked with delivering better survey results will usually turn to the internet in search of tips and tricks. 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? Here’s where technology can be an immediate asset.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Playvox

MARCH 12, 2023

Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5.

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Contact Center Gamification Metrics Quality management 52