Comm100

FEBRUARY 6, 2024

Gamification is quickly becoming part of our everyday lives. In fact, the global gamification market size is projected to surpass $116.68 Gamification makes learning more fun and helps students pay attention better. What is Gamification? billion by 2032. Imagine if your school lessons felt a bit like playing a game.

Gamification 40

Gamification Education Feedback Construction 40

Call Design

SEPTEMBER 21, 2021

Ensuring agents are trained to the highest standard and represent the company’s personality, values, and characteristics in all communication remains paramount to a successful customer service model and company success but also by investing in upskilling your staff, they feel motivated and engaged. Data Analytics. Average speed to answer.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Noble Systems

AUGUST 19, 2020

Three main factors are driving digital transformation in the financial services sector – smart devices that are enabling an interconnected world, millennials and other tech-savvy employees and consumers, and ever-changing demands for consistent and personalized experiences with brands. One of these technologies is Gamification.

Gamification 98

Gamification Banking Enterprise Coaching 98

JustCall

MARCH 9, 2023

The impact of sales gamification is much lar ger than you think. Gamification is being embraced by more than 70% of organizations belonging to the Global 2000 list of companies. Gamification is known to enhance loyalty, customer engagement, and motivation. The need of the hour? Let’s get going. How does this help?

Gamification 52

Gamification Sales Morale CRM 52

Fonolo

JULY 25, 2018

Attention all call center managers: It’s time to talk about you. And before you say it, yes, we agree with you : As a call center manager, the game pieces you must manoeuvre in order to keep your center, your agents, and the overall business infrastructure at the top of their game are vast and varied. Think ‘gamification’.

Gamification 83

Gamification Call Center Management Education 83

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Some of the reasons driving disengagement include pay, industry, management, and company culture. Gamification is no longer a buzzword. The Psychology Behind Gamification. Rewarding agents for personal bests is a great example of an extrinsic motivator.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Some of the reasons driving disengagement include pay, industry, management, and company culture. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

CCNG

JUNE 8, 2022

Due to cost and the fact that many contact center agents worked in the center (with in-person training), most video training systems often were reserved for contact center leadership rather than front-line agents. ? ?That’s Customized modern performance management systems ? ? ?These That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

aircall

MAY 4, 2022

Contrary to what you might think, your top sales reps are likely to be intrinsically motivated by truly enjoying their work and achieving their personal goals—even more so than money. Your job as an effective leader is to figure out what motivates each person on your team. What are your personal and professional goals?

Gamification 62

Gamification Sales Coaching Upselling 62

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. Additionally, the one-size-fits-all approach fails to address the growing demand for personalized experiences.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

Fonolo

NOVEMBER 22, 2022

Fortunately, e-learning has made call center management courses more accessible than ever. Who Should Take Call Center Management Courses? Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more.

Call Center 147

Call Center Management Benchmark Contact Center 147

DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. Old vs. New Intraday Management This is where real-time adaptive intraday management comes in. See Figure X.

Management 62

Management Gamification Contact Center Consulting 62

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. 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 61

Gamification Sales Contact Center CRM 61

Noble Systems

AUGUST 8, 2019

According to a recent study by GlobalWorkplaceAnalytics.com, at-home workers typically save businesses $11,000/per person per year. Gamification , which uses game mechanics such as points, badges, leaderboards, rewards and recognition, is an enabling technology that has gained popularity in recent years in contact centers.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Noble Systems

JANUARY 21, 2019

In addition, there are two segments that span the entire hierarchy – manage, forecast and analyze; and develop, coach, onboard and motivate. 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 52

Gamification Sales Contact Center CRM 52

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Use game mechanics as a core component of your performance management and employee engagement strategy. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Hassan Alnassir.

Call Center 182

Call Center Management Scripts Coaching 182

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. Moreover, 63% are willing to share more personal information and opinions when a company provides a great experience. Implement gamification. Abandon Rate.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader. Job training doesn’t have to come only from managers or human resources trainers.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Nicereply

NOVEMBER 21, 2019

by Gabriel Holota, who works there as a Customer Support Manager. So, during the first 4 years, we managed to accumulate less than 1500 ratings with avg. They were about various examples of gamification that can be used to motivate and compensate your team. score slightly under 9, not ever reaching 9.5. and we reached 9.47.

Gamification 75

Gamification Surveys Feedback Customer Support 75

Call Center Weekly

FEBRUARY 21, 2018

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. I’ve managed and created large thermometer team games, car races, horse races, etc. all using nothing more than a corkboard and a little creativity.

Gamification 180

Gamification Best practices Contact Center Metrics 180

CSM Magazine

JULY 28, 2022

To optimize the work of staff, HR managers today are actively introducing various software into the work of the team. Find out from this article which HR management software is the most popular and effective and put it into practice! As practice shows, modern technologies provide wide opportunities in the field of HR management.

Management 59

Management Gamification Analytics Enterprise 59

Outsource Consultants

JUNE 6, 2022

Most chat software allows for not only one-on-one communication between employees but also collaborative groups based on department or topic, or team-building ones surrounding personal interests. When used effectively, it can provide an experience that rivals – or even surpasses – that of an in-person meeting.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Call Design

MAY 14, 2024

What if I told you this functionality could reduce the time your Schedulers spend managing schedules? If you pair an IDP Checker Rule, with a Personal Account Rule you can allow your agents to schedule these activities when it suits. Gamification Now I know a lot of planners are tired of hearing about gamification but hear me out.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

Noble Systems

SEPTEMBER 20, 2019

It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. Moreover, 63% are willing to share more personal information and opinions when a company provides a great experience. Implement gamification. Abandon Rate.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Outsource Consultants

APRIL 26, 2021

Add gamification to your business processes to help recognize and reward top performers. Choosing the best BPO partner that fits your communication style is a personal decision with a lot of variables — but we can help narrow the field with our extensive experience working with BPO partners across industries. We Can Help!

outsourcing 128

outsourcing Gamification Management Call Center 128

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. As their manager, it is also important that you include at-home employees in all internal communications. Personalize their training. Use gamification. Not every personality is cut out for working at home.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

COPC

MARCH 11, 2024

By guiding them through a personalized experience, you can better engage them and set them up for success. Do new hires feel confident in managing their workload and responsibilities? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Outsource Consultants

APRIL 12, 2021

If you’re looking to refine your already exceptional BPO training or trying to “catch” your competitors, here are the top three priorities for managing your training with your outsource call center vendor: BPO Vendor Priority #1 — Train with the Right Tools. Here are some ideas: Leverage a knowledge base.

Management 125

Management outsourcing Average Handle Time Gamification 125

Playvox

NOVEMBER 16, 2021

A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. Sweaty Betty turned to Playvox to quickly implement, launch, and scale its contact center quality management software.

Quality management 78

Quality management Management Coaching Contact Center 78

CSM Magazine

MAY 22, 2024

” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Implementing a performance management system with a robust data architecture that automates data integration and delivers performance intelligence to any business stakeholder is vital.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ).

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ).

Contact Center 54

Contact Center Gamification Management Call Center 54