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?

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.

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.

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

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?

These 8 Technologies Are Transforming the Contact Center

DMG

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.

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.

"Follow the Leader" Featuring Nate Brown

Call Center Weekly

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?

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.

"Follow the Leader" Featuring Elaine Carr

Call Center Weekly

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?

Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

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.

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. Celebrate success – use contact center performance management, gamification and QA solutions to consistently recognize outstanding performance and keep agents motivated.

"Follow the Leader", Featuring Patrick Russell

Call Center Weekly

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.

Incentive Programs for Service Agents: A Pre-Implementation Checklist

Customer Service Life

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.

Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

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

5 Tips to Lower Contact Center Attrition

inContact

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

Aspect CEC Benchmark – Early Results In

Aspect

Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done.

Customer Service at Sea

Customer Centric Support

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.

5 Ways to Engage Your Front-Line Staff

Taylor Reach Group

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.

The Key to Great Customer Service: Collaboration

Customer Centric Support

Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

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.

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

inContact

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?

5 Tips to Lower Contact Center Attrition

inContact

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

Ensuring a Successful Go-Live Launch for Your Call Center Technology

inContact

As with all contact center gamification , make sure you are driving the right behaviors, that all agents have an opportunity to win, and that guidelines are clear.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

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.

Help Your Supervisors Start 2018 Out Right

Taylor Reach Group

Up from there, of course, there are numerous automated and convenient options, some using gamification, going so far as to turn the stats of your entire operation into one big fantasy sports league. By: Peg Ayers. A clean slate. A fresh start. As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Our New Year’s Resolutions show the way—if only we’d maintain them past mid-January.

Customer Experience for the Future — Key #4: Collaboration Earns Trust

ClearAction

After restructuring – which is essential to prevent cynicism from lipstick on a pig — add gamification to stimulate transformation from old habits to a new way of life. Customer Experience for the Future — Key #4: Collaboration Earns Trust.

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. 3/21/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. Where: Available at the DMG Consulting online store.

4 Affordable Online Solutions for Understanding Customer Experience

Win the Customer

Gamification’ facility to boost the productivity of support teams through motivation and awards. Measuring the success of customer service isn’t as simple as just looking at reviews, sales figures or the amount of potential customers your store receives.

How can we improve our contact center coaching?

DMG

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?

Moments of Truth Day 2015 - at Legoland

CX Journey

So, it makes sense to think about gamification here. Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin. Legoland, home to the legendary construction toy, never struck me as a conference venue. But it works well.

7 Tips for Training Call Center Agents Effectively

VocalCom

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.

5 Tips for Driving Sales Agent Success

VocalCom

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.

5 Tips for Driving Sales Agent Success

VocalCom

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.

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. 11/1/2017. WFO market is contracting; future is in the cloud. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. Where: Available at the DMG Consulting online store.

Build Contact Center Knowledge for Improved Customer Experience

8x8

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. I once worked as a customer service representative (“CSR” or “Agent”).

6 Benefits of a Strong Customer Service Culture

VocalCom

Using creative ways to train agents, such as gamification or fun offsite activities, helps them foster a team spirit and understand brand goals. Great customer service begins with a customer-centric mindset. Brands that deliver exceptional service know that their customers are looking for great experiences that lead to long-term relationships. These brands invest time in developing a strong culture that supports this idea, making service an integral part of their overall brand strategy.