Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

Outsource Consultants

NOVEMBER 29, 2021

This has created improvements to team efficiency, bottom-line revenue, and agent morale. Many productivity studies were launched early in 2020, sparked by the remote shift, so preliminary results run the spectrum of outcomes: A Stanford study of 16,000 workers saw a productivity increase of 16%. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. A recent study on this topic found that customer satisfaction (CSAT) ratings are 35-45% lower for customers who must make a second call about the same issue. Reduce the need for followup with next issue avoidance.

Call Center 196

Call Center Self service Gamification Contact Center 196

CSM Magazine

APRIL 15, 2021

Meanwhile, in a recent study of UK organisations, McKinsey talks about the importance of ‘agile resilience’. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story. Like anything, there are right ways and wrong ways to implement and maintain a successful gamification strategy.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Vonage

JULY 22, 2016

In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout? Agents who had gamification systems were less of a burnout risk. On the board.

Contact Center 0

Contact Center Gamification Morale Technology 0

Noble Systems

OCTOBER 11, 2018

The next group, Millennials, born between 1981 and 1996, value achievement, extreme fun, personal attention and high morals. Gamification is a powerful solution that should be included. In fact, according to a 2016 Gallup Study, engaged employees result in up to a 9% lower turnover rate. What is Gamification?

Gamification 74

Gamification Employee engagement Call Center Morale 74

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Storyline: Gamification. Going forward, what will these trends be? Look no further … we have you covered! Investing in Agents. Voice-Powered Technology (VPT). Artificial Intelligence (AI): Hero or Villain?

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

OCTOBER 3, 2018

In order to move forward, company leadership should invest in a feasibility study of its procedures to ensure that there are not too many silos or touch-points in between contact center managers and decision-makers. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Serenova

JULY 23, 2019

A study done by The Harvard Business School found that within seven different companies, 28% of incidents that had a minor impact on a project had a major impact on people’s feelings about it. According to a study done by The University of Johannesburg , “All agents stressed the importance of variety in their day-to day-actions.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Fonolo

APRIL 27, 2020

Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to. In fact, a study by The Wall Street Journal suggested that ‘a sense of belonging’ could be the differentiator for success for companies.

Call Center 112

Call Center Morale Contact Center Gamification 112

Playvox

MARCH 12, 2023

If a new way to perform heart surgery was developed that ensured a 99.99% success rate, it would make sense for all practicing surgeons to study, learn, and implement this new operation. Showing that you care goes a long way in helping boost team morale and, as a result, performance. The same can be said for contact center training.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Calabrio

JUNE 17, 2019

Add Gamification. Studies have shown that implementing a gamification component to your KPI’s is a very effective way to motivate your employees to high levels of performance. When you embed a gaming aspect into your performance management program it enables agents to see the value they are bringing to the organization.

Contact Center 40

Contact Center Management Gamification Morale 40

Playvox

FEBRUARY 23, 2022

That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One proven way to motivate your team is to drive engagement with gamification. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. What’s Inside: Gamification in the Contact Center. A drop in agent productivity or performance is one tell-tale sign of burnout. The Top Contact Center Trends to Watch in 2019.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

ProProfs Blog

SEPTEMBER 17, 2021

Studies show that companies that invest in employee experience outperform the ones that don’t by 4.2x When a customer appreciates good work done by your employee, it boosts their morale and encourages them to continue giving good output. Implement Gamified and Personalized L&D.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers. Request a demo today to learn more!

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Aspect

JANUARY 21, 2019

Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Liveops

SEPTEMBER 2, 2020

This laissez-faire approach to education has detrimental effects on worker morale, particularly in the early days of a position. A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. . Another key to success in adult learning is gamification. Poor preparation.

Education 62

Education Gamification Morale Call Center 62

Liveops

MARCH 12, 2020

This laissez-faire approach to education has detrimental effects on employee morale, particularly in the early days of a job. A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. . Another key to success in adult learning is gamification. Their top complaint?

Education 62

Education Gamification Construction Morale 62

Balto

NOVEMBER 2, 2023

These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. Case Studies: Success Stories with Balto’s Enterprise Contact Center Solution Integrating Balto into your contact center can have tangible benefits that are noticed both in the short and long term.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

ClearAction

NOVEMBER 21, 2015

Because being out of touch with reality means wasted opportunities, time, confidence, morale, and costs. Studying the customer life cycle from the customer's viewpoint is eye-opening, especially when the research covers the end-to-end journey / cycle. They’re reality, and the laws of nature favor truth and reality.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

ProProfs Blog

AUGUST 6, 2021

According to a study , disengaged American employees cost organizations around $450-550 billion each year. Culture Amp is an all-in-one employee engagement solution to run culture surveys, create performance reviews, analyze employee morale, and more. Option to like and add public comments for your employees to boost their morale.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147