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

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. 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. Reduce second-time calls with better FCR.

Call Center 196

Call Center Self service Gamification Contact Center 196

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Higher customer satisfaction and higher agent morale. Decreased call abandonment rates and total call time (by eliminating call holds).

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale. Let’s take a deeper look at the factors that influence employee engagement and morale.

Morale 90

Morale Contact Center Quality management Coaching 90

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. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Serenova

JULY 23, 2019

A great way to shift agents’ work from tedious and frustrating to engaging and exciting is to offer gamification. CxEngage Scoreboard gamification offers challenges for agents to compete against each other or by themselves. Feedback can come in the form of one-on-one or team meetings, suggestion boxes or surveys.

Contact Center 56

Contact Center Gamification Morale Employee engagement 56

Playvox

JANUARY 13, 2022

This leads to improved employee morale and greater productivity – two benchmarks I bet most companies want to achieve in 2022 and every year! Plus, of the workers surveyed, 70% said they’re somewhat likely to leave their current job for a chance to work at a place known for investing in employee training and development. Gamification.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Gamification. Gamification uses game mechanics to make training more fun. This enhances motivation, builds morale and a sense of community. Leaderboards also help.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

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

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Matt Skoglund. LawnStarter.

Call Center 182

Call Center Management Scripts Coaching 182

Playvox

MARCH 12, 2023

But more than half (54%) of consumers in a Zendesk survey said it feels like customer service is an afterthought for most businesses they interact with — that’s not the feeling you want customers to walk away with. Showing that you care goes a long way in helping boost team morale and, as a result, performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Unfortunately, some team leaders fail to get the most out of their customer support agents, leading to low morale and higher turnover. What is gamification?

Gamification 194

Gamification Morale Contact center software B2B 194

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

Vistio

FEBRUARY 1, 2022

What are some of the things that you have seen throughout your time as managing agents most effective for boosting the morale of the customer service agents? I know there’s a lot out there, like gamification or free pizza or whatever it is. Survey them, ask them what’s up. We’re human. ” Yeah.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

JustCall

MARCH 14, 2023

Personal problems take up a lot of a person’s energy and morale. Incorporate Gamification Who said promoting employee productivity has always got to be a serious business? Gamification is one fun and engaging way to improve employee productivity by making work more enjoyable. Learn to listen to your employees.

Gamification 52

Gamification Call Center Morale Contact Center 52

TechSee

SEPTEMBER 2, 2020

Creating a culture of collaboration drives teamwork and a higher sense of morale for agents who see themselves as part of a bigger picture, working together toward a greater goal. Companies can conduct periodic surveys on what employees think about the current way of working, enabling management to make changes that increase motivation.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Playvox

OCTOBER 12, 2022

Stay aware of the warning signs of underperformance or low team morale and communicate to get to solutions. Creative team building and sharing are also important, according to the customer service agents surveyed. Managers in the Playvox survey cited this as an important benefit of remote work. Train Well.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Aspect

JANUARY 21, 2019

A recent Aspect survey of 500 consumers showed that 72 percent of consumers would rather interact with a happy agent and have their experience take longer than deal with an uninterested agent. A fun environment where employees can interact with their peers : Add individual and team gamification with awards and badges.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

NobelBiz

AUGUST 28, 2023

Integration with Customer Feedback Channels like surveys and reviews into your contact center operations can enable agents to gather valuable insights and adapt their approach accordingly. High turnover not only affects the contact center performance but also dampens team morale. The struggle to retain skilled agents is real.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Liveops

SEPTEMBER 2, 2020

This laissez-faire approach to education has detrimental effects on worker morale, particularly in the early days of a position. Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving, saying they felt overwhelmed, under-qualified, and under-appreciated. Their top complaint?

Education 62

Education Gamification Morale Call Center 62

aircall

APRIL 16, 2021

Team building and improving morale. Surveys – Send automated surveys to assess customer satisfaction after sales calls. Surveys – Send automated surveys to evaluate customer interactions. Automated surveys will give you insight into where your support agents are faltering and where they shine.

SaaS 62

SaaS Sales Coaching APIs 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. Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving , saying they felt overwhelmed, under-qualified, and under-appreciated. Their top complaint?

Education 62

Education Gamification Construction Morale 62

ClearAction

NOVEMBER 21, 2015

Because being out of touch with reality means wasted opportunities, time, confidence, morale, and costs. Survey-based or behavior-based performance evaluation? Silos are exhausting for customers and employees alike, causing distrust, low morale, and churn. Rewarding resolution vs. prevention? That's just a start.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67