Brett Brosseau shares insight into Call Center Gamification

Call Center Coach

Gamification in customer experience has been used for several years. However the use of gamification tools in employee experience and performance has really just begun to emerge. But can game mechanics and adding gamification to the contact center deliver your win?

Reaching New Levels with Gamification

InGenius

Gamification helps organizations achieve their goals and reach new levels of success. For years now, app developers have been turning to gamification to incentivize their users to stay active and teachers have been giving gold stars to their students for good behavior.

Outbound Call Centers: From Robocalls to Gamification

Noble Systems

It’s simple: empower agents with the right tools such as intelligent, compliant outbound dialing, measure their success through gamification, and they will be more efficient and productive. The post Outbound Call Centers: From Robocalls to Gamification appeared first on Noble Systems.

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.

Gamification Can Improve Customer and Employee Outcomes

Noble Systems

Gamification is not only a new type of technology, but it’s also a new type of thinking about the relationships and transactions between customers, companies, employees, and corporate management systems. More from the podcast: how a gamification plan can be prepared.

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.

Sustaining Agent Engagement with Continuous Feedback Through Gamification

Noble Systems

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification.

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.

Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

Gamification motivates employees to stay on track. One tried and true method is to employ gamification. Leveraging gamification begins with defining your organizational goals and mapping the behaviors agents need to exhibit to achieve them. Why gamification works.

Sustaining Agent Engagement with Continuous Feedback Through Gamification

Noble Systems

One solution that has gained popularity in recent years for its ability to provide continuous feedback to employees, particularly those in contact centers, is gamification. Factor in skill competency when determining frequency of feedback through gamification.

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. AWL GROWS REVENUE WITH GAMIFICATION. Gamification can help.

Gamification Is No Longer a Buzzword

Verint

Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”

The Benefits of Gamification for Call Center Managers

Fonolo

Think ‘gamification’. Gamification is the introduction of interactive, game-like principles and elements into different contexts. Call Center Customer Experience Customer Service agent-engagement call-center contact-center-agent gamification

Concentrix Gamification and Training Strategy Recognized at Global Training & Development Leadership Awards

Concentrix

The post Concentrix Gamification and Training Strategy Recognized at Global Training & Development Leadership Awards appeared first on Concentrix. 2019 Award News NewsClip

Getting Gamification Right

Customer Interactions

Gamification is much more than rewards and badges; for any gamification project to succeed, an organization needs to align the goals of players with those of the business itself. Large-scale, successful workplace gamification needs to be adaptable and serve a real purpose

The Benefits of Creating an Entertaining Customer Experience with Gamification

PlayVox

If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement. You can do gamification in a variety of ways.

Gamification and Crowdsourcing Meet Customer Service

Win the Customer

Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time.

10 Mechanics That Drive Gamification

Customer Interactions

Google gamification, and you’ll unearth theoretical treatises and complicated case studies in abundance. But gamification doesn’t have to be a challenge – in fact, it can be broken down into 10 basic principles, or game mechanics

A Verint Gamification Success Story

Verint

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. Using this solution, Verint recently deployed a gamification program in its EMEA sales organization. The gamification program has also spurred some friendly competition between the different sales teams in our EMEA region, as well as further increased collaboration among team members. Have you used gamification to drive a solution adoption?

Fidotrack Gamification Releases Robust Gamified Learning Management System for Call Centers

Noble Systems

On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System.

Does Gamification really work? How the heck will I know?

Noble Systems

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. Lastly, you need to consider time, as a way of defining a true ROI on Gamification.

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.

Gamification and Quality Monitoring: A Winning Combination

Envision

Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing

Case Study: Multi-Site Call Center Uncovers the Revenue Sweet Milk with Gamification

Noble Systems

The post Case Study: Multi-Site Call Center Uncovers the Revenue Sweet Milk with Gamification appeared first on Noble Systems. Regardless the call center activity, whether it is Sales, Collections or Support, revenue is vital.

Introducing powerful mobility and gamification – Teleopti WFM 8

teleopti

Award-winning Teleopti, provider of workforce management solutions, has added mobility and motivational gamification to its latest version of Teleopti WFM. Employees are more empowered than ever, with greater influence over their work-life balance – in real time, wherever, whenever

Mapping Workforce Engagement to ROI in a Digital Customer Journey

Noble Systems

Customer Experience Gamification Workforce Engagement CUSTOMER ENGAGEMENT CUSTOMER EXPERIENCE CUSTOMER JOURNEY CX DIGITAL EMPLOYEE ENGAGEMENT GAMIFICATION ROI WEM WORKFORCE ENGAGEMENT

How To Build A Contact Center Gamification Program That Works

SharpenCX

The post How To Build A Contact Center Gamification Program That Works appeared first on Sharpen Contact Center Software. Being a contact center agent is a tough job; it’s stressful, tiring, and often thankless. Managers try their best to improve productivity and morale, but most of the time the incentives and programs:· Involve more work· Only benefit a small group· Distract from their jobsIn the end, agents are left with incentive programs that either [.]. Read More.

Trip Report: ICMI CC Demo Features Cloud, Gamification, and More!

Strategic Contact

I just returned from Dallas where I mingled with new and old friends at ICMI’s Contact Center Demo & Conference. I relish interacting with contact center professionals during the half-day and one-hour seminars that I teach. And, of course, I like to check out the latest vendor offerings.

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.

Gamification For Non-Millennials

Customer Interactions

Most work environments consist of four generations of people working together: Baby Boomers, Gen X’ers, Gen Y’ers, and Millennials. Each of these generations come from different schools of thought as to what they value in the workplace. Companies are often placed in a tricky position in which they need to find a way to keep everyone on the same page to communicate and collaborate effectively

Contact Center Update: Catching Up With Noble Systems

Noble Systems

Lee and Erik covered a wide range of subject matter in the two-part Q&A, such as mitigating agent attrition, CCaaS adoption, gamification, and the requisite omnichannel functionality that today’s contact centers need.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

Analytics Customer Experience Fintech Gamification Workforce Engagement ANALYTICS BANKING CUSTOMER EXPERIENCE CX FINANCE FINTECH GAMIFICATION WORKFORCE ENGAGEMENT WORKFORCE MANAGEMENT

Gamifying Customer Service to Cure Agent Attrition

Noble Systems

And since happier employees result in greater productivity and happier customers, it’s easy to understand how gamification can have a sizable impact on revenue, workforce engagement and agent satisfaction.

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

Noble Systems

Gamification is a powerful solution that should be included. What is Gamification? Gamification is the application of game mechanics across the generational spectrum to engage employees, motivate certain behaviors and align their activities with company goals.

Agent Retention: Closing the Revolving Door

Contact Center Pipeline

Agent Retention agent retention call center contact center gamification incentives new-hire retention recognitionWe know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers.

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.

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Fonolo

Gamification. Even if you don’t fancy yourself a hardcore gamer, ‘gamification’ will continue to factor into contact center strategies (especially given the continued development of new technologies).