Playvox

APRIL 11, 2023

Managers should make it clear how their team’s work impacts the customer journey and, ultimately, the long-term health of the company. Managers should foster an environment of dialogue between themselves and their team members so that any difficulties can be resolved before they develop into larger issues.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

DMG Consulting

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 48

Gamification Contact Center Consulting Consulting 48

NICE inContact

JUNE 29, 2021

Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks.

Gamification 62

Gamification Contact Center Management 62

Noble Systems

AUGUST 8, 2019

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 can help right from the start. Leverage gamification for at-home agent onboarding. Not the case with gamification.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Calltools

OCTOBER 19, 2022

This year will likely be the same, so contact center managers must prepare for the holiday rush. Follow these nine holiday contact center tips! That will help you manage high call volumes and answer every call that reaches your contact center. Implement Gamification Dashboards. Train Contact Center Agents.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Fonolo

MAY 4, 2021

Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. Constant hiring and training can drain your call center spend, so it’s important to find ways to engage call center agents (think gamification or other work culture boosts). The result?

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. After a careful evaluation, we selected Higher Logic Vanilla.

SaaS 98

SaaS Best practices Gamification Feedback 98

Noble Systems

MARCH 30, 2020

6 suggestions to capitalize on all resources available for managing high call volumes. They also offer intra-day management that allows for real-time adjustments for unforeseen circumstances. Virtual assistants can provide new announcements and manage call back requests. Optimize scheduling. Analyze issues and trends.

Management 90

Management Gamification Contact Center Coaching 90

ConvergeOne

SEPTEMBER 6, 2022

Part 1 and Part 2 of this blog series detail the first three steps to effective Workforce Engagement Management. Drive Agent Performance Improvements with Gamification. Gamification can be as simple as highlighting an existing metric and providing a “leaderboard” ranking individual achievement of that metric. Can’t wait?

Gamification 80

Gamification Interactive Voice Response Management Surveys 80

ShepHyken

FEBRUARY 18, 2024

I also like the tips and tactics the author shares to master both. Seriously, there are good tips. There’s an interesting tip about the impact of games. I haven’t seen an article about “gamification” in quite some time. Those interactions can include human-to-human and everything else (website, opening a package, etc.).

Customer Service 157

Customer Service Gamification Customer retention Customer Experience 157

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

Outsource Consultants

APRIL 12, 2021

In part one of our series, we detailed five tips for targeting better KPIs with your BPO vendor partner. Training Tip: Have the trainer ask a question, and have the trainees search for answers in the knowledge base. TIP 1: Introduce the dashboards to the team early on in the training.

Management 125

Management outsourcing Average Handle Time Gamification 125

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. Tips to Keep At-Home Agents Engaged. Here are eight tips to keep your at-home agents engaged and productive. As their manager, it is also important that you include at-home employees in all internal communications. Use gamification.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

NICE inContact

DECEMBER 5, 2017

Tip 1: Streamline the number of technology providers as much as possible and only purchase technology with a simple and intuitive interface. Tip 2: Place the frontline agents at the center of the performance chain and ensure they’re regularly updated on all levels of performance and objectives. Compensation / benefits.

Contact Center 96

Contact Center Gamification Metrics Technology 96

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

Outsource Consultants

APRIL 26, 2021

In part one and part two of our series, we detailed five tips for targeting better KPIs and the top three training priorities for BPO vendors. Add gamification to your business processes to help recognize and reward top performers. So how can you help build an agent journey that brings out the best in your BPO partner?

outsourcing 128

outsourcing Gamification Management Call Center 128

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Managing your contact center takes time and effort.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

Management 86

Management Schedule adherence Coaching Contact Center 86

Outsource Consultants

JUNE 6, 2022

Implement Gamification Systems. Anyone who’s ever taken a quick evening walk to “hit their steps” or took a few moments to practice French after their Duolingo app reminded them they were in danger of losing their streak knows that gamification can be highly effective. A recent study showed that 80 percent of U.S.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Balto

NOVEMBER 2, 2022

Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role. Perhaps you’re already in call center management or an agent aspiring to work your way up and are seeking to learn more about what all is involved.

Call Center 52

Call Center Management Average Handle Time Gamification 52

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

JustCall

MARCH 9, 2023

In this blog, therefore, we will look at the six most important tips to keep in mind with respect to call center agent training programs. 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train

Call Center 52

Call Center call center software Construction Best practices 52

COPC

MARCH 11, 2024

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? What are we doing from a performance culture perspective if new hires are not aligned with their role and expectations?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

TechSee

SEPTEMBER 2, 2020

Managers can assign collaborative tasks that encourage team members to stay connected and work together to meet specific goals. Paulaner Brewery Group has used a special employee app during the pandemic to disseminate information to staff, such as travel guidelines and videos with tips for maintaining COVID-related hygiene.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

Balto

DECEMBER 4, 2023

Supporting the Most Important People in Contact Centers: Agents A growing number of contact centers are aligning their operations to ensure agents have proper support and management. Foster good relationships between agents and managers to ensure quality feedback is delivered effectively and proactively. Watch the full recording here.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Lumoa

FEBRUARY 21, 2023

Insights are Analyzed Through a Commercial Lens Looking at insights through a commercial lens essentially ties it in with other relevant management information or commercial data that provides your organization with more than a view of the experience. Gamification Gamification is all the rage in survey research and for good reason!

Gamification 83

Gamification Journey mapping Feedback Metrics 83

NICE inContact

DECEMBER 5, 2017

Tip 1: Streamline the number of technology providers as much as possible and only purchase technology with a simple and intuitive interface. Tip 2: Place the frontline agents at the center of the performance chain and ensure they’re regularly updated on all levels of performance and objectives. Compensation / benefits.

Contact Center 64

Contact Center Gamification Metrics Technology 64

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Calltools

MARCH 22, 2023

Read on to explore the benefits a hybrid contact center offers and consider these tips and tricks to help boost hybrid company culture and build bonds between your team members. The most common challenge faced with hybrid teams is managing them effectively. Consider these ways to keep your hybrid teams cohesive and promote engagement.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. You can pair this with gamification that encourages learning. Equip managers and supervisors with regular insights on performance. The post Call Center Training: The Complete Guide for 2020 (with Practical Tips) appeared first on Serenova.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Fonolo

NOVEMBER 23, 2021

So call center managers and executives have to step up their game with more engagement, support, and incentives to keep their agents happy. That means making training more interactive and potentially using gamification tactics in your program. 4 tips to improve agent engagement during training. TIP: Why stop the fun?

Call Center 148

Call Center Abandon rate Gamification Education 148

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. At the same time, it is also what most companies are missing. How do you take action on customer experience? Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

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. They recently deployed Noble Systems gamification and saw a dramatic improvement in new hires’ understanding their goals.

Gamification 61

Gamification Contact Center Education Call Center 61

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78

VocalCom

JULY 3, 2017

Here are seven tips for training call center agents effectively. Offer peer training and gamification. Gamification can also be a fun way to encourage healthy competition during training practices. The post 7 Tips for Training Call Center Agents Effectively appeared first on Vocalcom Blog.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Here are six tips to help. When managing agents, remote or otherwise, supervisors should focus on a few key metrics that tie directly to customer satisfaction.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145