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.

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

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.

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.

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.

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).

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.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

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.

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.

The Top Contact Center Trends to Watch in 2019 [White Paper]

Fonolo

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.

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 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.

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

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.

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

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

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

Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Robert Davis

TouchPoint One customer contact solutions deliver the rich benefits of gamification, balanced scorecards, employee dashboards and advanced performance management through innovative design and complete, functional alignment with business processes and strategies. Press Release.

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.

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.

"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?

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.

Workforce planning in a Gig Economy

Aspect

This could be merit increment for gamification, different pay rate, or other special incentive. Reward a group or groups(s) with early access as part of gamification strategy.

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.

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.

4 Takeaways from Our Live Discussion on Chat vs Messaging vs Texting [Video]

Fonolo

What’s Inside: Gamification in the Contact Center. Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication battling for the future of customer service: Messaging, chat, and text.

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.