INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
” The conversation dives further into the momentum of cloud contact center platforms and what it means to be a true enterprise CCaaS solution, why gamification is considered to be a remedy for agent turnover , and how achieving seamless interactions across multiple channels continues to be a big challenge for many companies. Gamification Omnichannel CCAAS CLOUD CONTACT CENTER CUSTOMER EXPERIENCE GAMIFICATION INBOUND OMNICHANNEL OUTBOUND PROCESS AUTOMATION 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
In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Storyline: Gamification. It’s a bird! It’s a plane! No, it’s the top contact center trends to watch for in 2019. And we’ve got you covered. MORE
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. MORE
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%.”. 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
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. MORE
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. 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
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. MORE
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 MORE
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 MORE
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. MORE
Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase customer satisfaction and retention. Motivation Through Gamification . 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
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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
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
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. MORE
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. MORE
Gamification, which applies game mechanics to engage employees by tracking and rewarding desired behaviours, has made recent gains in popularity in the global financial industry due to its effectiveness in improving engagement, customer experience and customer loyalty. MORE
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. 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
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). 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
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
> Gamification. Gamification als Methode, die das Erlernen von neuem Wissen und neuem Verhalten spielerisch unterstützt, ist zwar kein neuer Gedanke, aber ein Trend, der an Fahrt gewinnt. Deutsch Workforce Optimization agent experience Agent Self-Service gamification WFO MORE
Analytics Customer Experience Fintech Gamification Workforce Engagement ANALYTICS BANKING CUSTOMER EXPERIENCE CX FINANCE FINTECH GAMIFICATION WORKFORCE ENGAGEMENT WORKFORCE MANAGEMENT MORE
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 MORE
Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. MORE
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. MORE
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. MORE
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. MORE
The post Concentrix Gamification and Training Strategy Recognized at Global Training & Development Leadership Awards appeared first on Concentrix. 2019 Award News NewsClip MORE
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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. MORE
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 MORE
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. MORE
Gamification 101 AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES EMPLOYEES ENGAGEMENT GENERATIONAL SPECTRUM INSIDER MILLENNIALS PRODUCTIVITY REVENUE RECOVERY SALES AND PERFORMANCE MARKETING MORE
Gamification Related Topics Noble Systems
JANUARY 21, 2019
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.
Noble Systems
JANUARY 9, 2019
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.
Noble Systems
DECEMBER 19, 2018
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.
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. All of this required language can be tracked and rewarded through gamification. Let’s face it.
Call Center Coach
APRIL 27, 2017
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?
Noble Systems
FEBRUARY 4, 2019
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.
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Noble Systems
DECEMBER 18, 2018
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.
Fonolo
JULY 25, 2018
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
Beyond Philosophy
JUNE 11, 2015
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?
Concentrix
FEBRUARY 17, 2019
The post Concentrix Gamification and Training Strategy Recognized at Global Training & Development Leadership Awards appeared first on Concentrix. 2019 Award News NewsClip
Noble Systems
OCTOBER 25, 2017
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.
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Win the Customer
NOVEMBER 25, 2014
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.
Noble Systems
OCTOBER 10, 2017
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.
DMG
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. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification.
Envision
AUGUST 5, 2016
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
Noble Systems
SEPTEMBER 19, 2017
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.
teleopti
OCTOBER 9, 2018
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
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. After deploying gamification this figure rose to over 90%.”.
SharpenCX
FEBRUARY 6, 2018
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.
Noble Systems
FEBRUARY 14, 2019
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.
Strategic Contact
NOVEMBER 2, 2016
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.
Noble Systems
JANUARY 27, 2019
Analytics Customer Experience Fintech Gamification Workforce Engagement ANALYTICS BANKING CUSTOMER EXPERIENCE CX FINANCE FINTECH GAMIFICATION WORKFORCE ENGAGEMENT WORKFORCE MANAGEMENT
Noble Systems
JANUARY 2, 2019
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.
DMG
MAY 8, 2017
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.
Noble Systems
OCTOBER 11, 2018
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.
Noble Systems
JANUARY 30, 2019
Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality.
Fonolo
NOVEMBER 7, 2018
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).
Noble Systems
JANUARY 8, 2019
” The conversation dives further into the momentum of cloud contact center platforms and what it means to be a true enterprise CCaaS solution, why gamification is considered to be a remedy for agent turnover , and how achieving seamless interactions across multiple channels continues to be a big challenge for many companies. Gamification Omnichannel CCAAS CLOUD CONTACT CENTER CUSTOMER EXPERIENCE GAMIFICATION INBOUND OMNICHANNEL OUTBOUND PROCESS AUTOMATION
DMG
APRIL 14, 2017
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.
Noble Systems
OCTOBER 22, 2018
Gamification, which applies game mechanics to engage employees by tracking and rewarding desired behaviours, has made recent gains in popularity in the global financial industry due to its effectiveness in improving engagement, customer experience and customer loyalty.
Noble Systems
JANUARY 14, 2019
Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase customer satisfaction and retention. Motivation Through Gamification .
Contact Center Pipeline
MAY 16, 2017
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.
Aspect
JANUARY 30, 2019
> Gamification. Gamification als Methode, die das Erlernen von neuem Wissen und neuem Verhalten spielerisch unterstützt, ist zwar kein neuer Gedanke, aber ein Trend, der an Fahrt gewinnt. Deutsch Workforce Optimization agent experience Agent Self-Service gamification WFO
DMG
DECEMBER 11, 2017
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.
Noble Systems
DECEMBER 29, 2017
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
Fonolo
NOVEMBER 29, 2018
In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Storyline: Gamification. It’s a bird! It’s a plane! No, it’s the top contact center trends to watch for in 2019. And we’ve got you covered.
Noble Systems
JANUARY 12, 2018
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.
DMG
AUGUST 17, 2017
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.
Noble Systems
SEPTEMBER 27, 2017
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
Noble Systems
MAY 18, 2017
Gamification 101 AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES EMPLOYEES ENGAGEMENT GENERATIONAL SPECTRUM INSIDER MILLENNIALS PRODUCTIVITY REVENUE RECOVERY SALES AND PERFORMANCE MARKETING
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