Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media. According to the Aberdeen Group, those companies that are best-in-class at capturing and acting on VoC insights realize a 10X greater increase in annual revenue.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas.

Gamification 75

Gamification Contact Center Coaching Education 75

Balto

MAY 13, 2022

It’s typically measured with surveys. In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Gamification. Gamification can make things a bit more fun. By providing prizes or rewards for meeting individual or group goals, you can improve agent satisfaction.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys, and social media. According to the Aberdeen Group, those companies that are best-in-class at capturing and acting on VoC insights realize a 10X greater increase in annual revenue.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

TechSee

SEPTEMBER 29, 2020

Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%.

Call Center 196

Call Center Self service Gamification Contact Center 196

COPC

NOVEMBER 15, 2023

Recruiting and operational groups must thoroughly and accurately define the minimum skills, knowledge and attributes necessary to perform each job. Twenty-five percent of those surveyed said that they did not agree that the recruitment team accurately described the job.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

CSM Magazine

APRIL 15, 2021

When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. Make the brand story an intrinsic part of the New Joiner process then reinforce the message by weaving it into regular group communications and virtual team-meets. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Callminer

APRIL 24, 2020

In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Leverage Call Monitoring & Scoring.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Playvox

JULY 28, 2022

But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded. In an Ernst & Young survey , 56% of Gen Xers said they felt most included at work when they perceived that they were respected.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

Call Design

SEPTEMBER 9, 2021

By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development. According to Aberdeen Group , 83% of the highest-performing organisations began onboarding prior to an agent’s first day. Most individuals need to be stimulated in their professional careers.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

Balto

JUNE 12, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%), and bringing up the rear were none of the above (5.71%), and gamification tools (9.43%). A good place to start is by simply reducing the size of your training groups.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

ProProfs Blog

SEPTEMBER 17, 2021

Read more: Your Ultimate Guide to Employee Engagement Surveys. Career Builder Survey shows that 3 out of 5 workers are burnt out in their current job while 31% of workers face a large amount of stress. Make Use of Employee Benefit Surveys. Benefit surveys are a great way to collect feedback from your employees.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

ChurnZero

MAY 4, 2023

Monitor customer feedback for common threads Prior to the re-launch, we put together several customer feedback roundtables and fielded a survey to solicit customer input. Further, we established a group from customer volunteers, which we call our “Ambassadors.” We also added features that gave recognition to customers.

SaaS 98

SaaS Best practices Gamification Feedback 98

Liveops

MARCH 11, 2021

Quarterly surveys are very common, however, they tend to be lagging indicators. . Liveops leverages a social network platform that includes gamification, events and networking among agents. . Employee-led groups foster relationships. . An important piece to integrate is real-time feedback. Provide professional development.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Playvox

APRIL 25, 2023

Here are some ideas: Incorporate gamification into your agent training and professional development program. Allow ample opportunities for agents to ask questions within a group setting and 1:1. Ask for immediate feedback to gauge satisfaction via an online survey or a 1:1 call or chat. Document the feedback.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Contests should be based on a specific metric or group of metrics so they can be easily measured.

Call Center 182

Call Center Management Scripts Coaching 182

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc. Assess Team is an easy-to-use tool for getting clear and constructive feedback.

Management 59

Management Gamification Analytics Enterprise 59

Noble Systems

JANUARY 30, 2019

To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. 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.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Monet Software

MARCH 19, 2020

But as contact centers grow, it can be difficult to bring new people into the fold and, over time, a once cohesive, highly engaged group can fall prey to the “blahs.”. It’s rather common for contact center leaders to hoist the “employee engagement project” on a manager or group of supervisors.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

DMG Consulting

MAY 8, 2023

The cloud is a game changer for both companies and vendors due to its proven benefits for both groups. As these new features are being delivered from the cloud, they are getting into the hands of users more rapidly, which allows vendors to monetize them quickly.

Management 62

Management Enterprise Analytics Contact Center 62

Infinity

MAY 25, 2019

We caught up with David Carey, Director of Digital at The Restaurant Group, who described the group’s mentality when it came to customer loyalty. David Carey | Director of Digital, The Restaurant Group. These findings are based on an Adobe survey conducted in 2018. Growing your customer base with gamification.

Marketing 40

Marketing Gamification Surveys Big data 40

Noble Systems

JANUARY 30, 2019

To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. 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.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Balto

SEPTEMBER 23, 2022

While our surveys continue to show that pay is the primary motivator for all agents, keeping your agents engaged also has positive effects — on attrition, productivity, and overall performance. Nearly two-thirds of the agents we surveyed said they wanted changes. So keeping them is paramount. This requires proactive management.

Scripts 52

Scripts Gamification Benchmark Surveys 52

Customer Service Life

OCTOBER 20, 2017

This discovery, however, helped me understand that even though one person or group is motivated by an incentive, others might not be. For example, if you want to incentivize CSAT but you know your agents have to manually send surveys to customers after each interaction, it’s not that likely they’ll send one to an upset customer.

Gamification 68

Gamification Upselling Contact Center Metrics 68

Blueship Call Center

OCTOBER 9, 2023

Ask them about their demands that are particular to your sector through a survey, an email, a phone call, or any other resource you have at your disposal. Create personal and group objectives When you have a structure in place, you can decide what your team and each member of it must do.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Natalie Petouhof

MARCH 5, 2016

The solution covers the full breadth of sales organization needs, including incentive compensation, quota and territory management, coaching, analytics and gamification. What Are The Highlights of the new NICE SPM? ” .

Sales 45

Sales Analytics Gamification Coaching 45

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Playvox Motivation helps you do that through gamification and healthy competition.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Liveops

MARCH 15, 2021

Quarterly surveys are very common, however, they tend to be lagging indicators. . Liveops leverages a social network platform that includes gamification, events and networking among agents. . Employee-led groups foster relationships. . An important piece to integrate is real-time feedback. Provide professional development.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

JivoChat

JULY 20, 2021

You can collect customer feedback with a survey or by conducting user testing and focus groups with your customers. Use In-Moment Surveys. Real-time surveys make it hard for customers to ignore your questions like they might with emails. Use Gamification. Gamification is perfect for online customer retention.

Customer retention 52

Customer retention Gamification Education Self service 52

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Metrigy Research – defining the “Success Group”. Per Metrigy’s * most recent study, 71.6%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Balto

NOVEMBER 2, 2022

In addition, gamification is another excellent way to help keep employees motivated. With gamification, you can use leaderboards, challenges, and games to reward your team and allow them to enjoy some friendly competition across the group. Provide Leadership. Many call center managers were once agents themselves.

Call Center 52

Call Center Management Average Handle Time Gamification 52

NobelBiz

APRIL 18, 2022

Because it is now so simple to deliver satisfaction surveys following an engagement, it is tempting to systematize them to the point where consumers do not reply. Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Serenova

JUNE 6, 2019

This group was no exception, with about equal parts already migrated, in-process, planning or considering a cloud implementation. In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities. In fact, these are industry-wide issues that impact CX.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Influitive

NOVEMBER 26, 2015

and “Will people really like the gamification aspect that much?”. Amy says the key is making sure your messaging is targeted to the particular person or group you’re talking to — whether it’s the executives who want numbers , or the marketing staff who want to know how other companies have successfully done the same thing.

Customer advocacy 68

Customer advocacy Gamification B2B Education 68

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Gamification is the latest player on the WEM field, and it’s quickly becoming an MVP in the employee engagement arena.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data.

Consulting 48

Consulting Consulting Analytics Marketing 48