For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. Gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. 5/2/2018. A market revitalized; driven by digital transformation and growing interest in artificial intelligence. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store. MORE

Gamification is a great tool for motivating agents and boosting their productivity. Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best. Peer support, technology, and regular training are all essential to helping agents achieve their goals and driving brand success. Here are five ways companies can empower sales agents to reach their optimal performance. Help them develop their interpersonal skills. MORE

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? MORE

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. MORE

I’ve seen a number of gamifications platforms complete with elaborate games and leaderboards to foster competition around contact center metrics. First, notice that most of the major customer interaction platforms do not currently promote gamification as a feature of their product. MORE

Performance Management tools with gamification would be the ideal solution. Agent attrition is not a new concept in the contact center. MORE

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? MORE

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. MORE

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share. Report. When: Today, 23 May 2018. Where: Available at the DMG Consulting online store. MORE

She also has advanced work in Gamification (Univ of PA), Design Thinking and Innovation (UVA), as well as Human Centered Design (UCA-San Diego). MORE

Gamification is a great tool for motivating agents and boosting their productivity. Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best. Peer support, technology, and regular training are all essential to helping agents achieve their goals and driving brand success. Here are five ways companies can empower sales agents to reach their optimal performance. Help them develop their interpersonal skills. MORE

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. This is the first in a three-part series on developing an effective customer experience strategy. MORE

Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification. In the contact center, gamification is about agent engagement and the use of game mechanics, recognition and intrinsic and extrinsic rewards to drive and sustain desired behaviors. By: Peg Ayers, MBA, CCXP. MORE

Question: We’re just getting started with gamification. Answer: Gamification enables administrators to incorporate gaming methods and techniques systemically in business applications and processes to enhance or improve agent performance, motivate and drive the behaviors to sustain performance, and provide recognition and/or awards for goal achievement. Here is a high-level of summary of best practices that DMG recommends for getting started with gamification. MORE

In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. MORE

Finding ways to bring people together and form friendships is way more powerful than any ping pong table, gift card, or “gamification” software. Customer experience lessons enhanced by the open ocean. MORE

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 MORE

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. MORE

Offer peer training and gamification. Gamification can also be a fun way to encourage healthy competition during training practices. Call center agents are at the core of every brand’s customer experience. As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible. MORE

There is undeniable science behind the "gamification" movement that deserves our attention. Gamification (using game mechanics to drive agents toward high-value behaviors) is one additional technique that can be used to design meaningful play at work. MORE

Additionally, you can employ gamification and recognition to track agent performance and reward them with coins and achievements that positively reinforce desired behaviors. Do your agents scatter like ants when they see you coming? MORE

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. MORE

From authoring and leading a client success program, to journey mapping, to implementing gamification strategies, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. MORE

Design of gamification rewards to incentive operations team. In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company. MORE

And Webhelp’s 1,000 agents, who have all moved to the CXone platform, are empowered and motivated with tools like gamification through inView™ Performance Management for CXone. Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic. MORE

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. MORE

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. MORE

Elaine is working on her Level 3 (Master Tradesman) Gamification certification from Sententia and expects to have it completed before the end of 2017. W hat is your top priority, when implementing a training team? MORE

Gamification. Another great match for Millennials—for whom gamification’s instant recognition and gratification are big pluses—and Baby Boomers are fans as well. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. MORE

She is a Certified Professional in Learning and Performance (CPLP) and holds a Master (Level 3) Gamification Certification from Sententia. MORE

Best of all, coaching and eLearning sessions can be “gamified” – for example, successfully passing quizzes associated with coaching assignments can be used as the basis for allocation of points, or earning badges and other rewards in gamification applications. Question: How can we improve our contact center coaching? MORE

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. MORE

Performance Management tools with gamification would be the ideal solution. Agent attrition is not a new concept in the contact center. MORE

For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. Gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE

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

Agents have evolved into efficient “super agents” who can do it all, and gamification challenges help keep them motivated. As a regional AAA (American Automobile Association) club serving nine counties in Central Pennsylvania, AAA Central Penn faces significant day-to-day challenges. MORE

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. MORE

From authoring and leading a client success program, to journey mapping, to gamification, to managing a complex contact center, Nate is the guy to do it right and produce results. How do you ensure buy-in from your team? Looking to get more skin in the game from you team? MORE

Other applications that are part of feature-rich WFO suites include: speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics, gamification, coaching and eLearning. Question: Our contact center only has 25 agents, what workforce optimization applications should we use? MORE