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?

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.

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

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?

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.

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.

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.

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.

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.

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.

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.

We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start?

DMG

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.

4 Steps to Increase a Call Center’s Middle 60% Productivity

Noble Systems

This gets a whole lot easier by using Gamification, this is how it happens. Gamification 101 3RD PARTY AGENT PERFORMANCE ARM ATTRITION BPO CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GAMIFICATION SALES WORK FROM HOME

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.

Cough or Infection: 7 Call Center Agent Coaching Tips

Noble Systems

Provide intrinsic and extrinsic rewards as part of the coaching and training process, it will help accelerate learning, breed a highly engaged culture of behavior improvement and generate significant results, which can be seen in the Allied Global BPO Case Study , where leveraging both intrinsic and extrinsic motivators through gamification was beneficial. For anyone who has kids, you know that a cough is not always just a cough.

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.

Teleopti Announces Partnership with USAN to Deliver Cloud Workforce Management (WFM) Solutions

teleopti

Powerful new version of Teleopti WFM for Contact Centers boasts agent performance improvement with motivational gamification features and easier administration with mobile access

Kick the Snot Out of Call Center Zombies

Noble Systems

Gamification 101 3RD PARTY AGENT PERFORMANCE ATTRITION CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GENERATIONAL SPECTRUM MILLENNIALS PRODUCTIVITY ROI SALES AND PERFORMANCE MARKETING TURNOVER

4 Suggestions to Help Prepare for the Millennial Tsunami

Noble Systems

Gamification 101 AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES EMPLOYEES ENGAGEMENT GENERATIONAL SPECTRUM INSIDER MILLENNIALS PRODUCTIVITY REVENUE RECOVERY SALES AND PERFORMANCE MARKETING

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.

"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.

Keep Your Call Center At-Home Agents Engaged

Callminer

Use gamification. Gamification is the use of games and technology to offer incentives to employees based on their performance metrics. The idea of gamification encourages agents to use your software solutions, follow scripts, and keep your contact center on track to meet ongoing goals.

Kraftfull mobilitet och spelifiering med Teleopti WFM 8

teleopti

Teleopti, en prisbelönt leverantör av lösningar för bemanningsplanering, har utökat sin senaste version av Teleopti WFM med ökad mobilitet och motiverande spelifiering (gamification). Medarbetare har större kontroll än någonsin, med större inflytande över balansen mellan arbete och privatliv – i realtid, var som helst och när som helst

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.

Join Fonolo at SOCAP’s Re-Imagine Customer Care Conference

Fonolo

The conference will host more than 500 attendees, feature over 35 speakers, and offer multiple breakout sessions on a range of relevant subjects including customer care design, gamification, automation, and culture-building.

"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?

AAA is Driving Member Satisfaction with Omnichannel Support

inContact

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.

The Top Three Motivators for Any Generation

CX Accelerator

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.

"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?

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.

What’s Holding Back the Contact Center Industry?

Fonolo

For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line. Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way.

CXone Cloud Solutions Help Drive Webhelp Nordic’s Global Growth

inContact

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.

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

inContact

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

A Contact Center Expert’s Guide to Improving CX in 2019

VHT

And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers. Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable.

Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG

Use gamification to recognize and reward agents for doing a good job. Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement.

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.

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?

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. When: Today, 26 September 2018. Where: Available at the DMG Consulting online store.