Totango

FEBRUARY 14, 2022

According to Dr. Gary Chapman, every person has a primary love language in which they need to be spoken to in order to feel cared for and loved. Provide more in-product personalization . Use gamification methods to encourage customers to use and engage with your product regularly. Hold a webinar. Quality Time.

Gamification 84

Gamification Education Enterprise Personalization 84

Noble Systems

SEPTEMBER 29, 2020

But when used collectively, the WFO suite helps coordinate separate but connected processes, such as schedule management, quality and training, and rewards and recognition, on an agent-by-agent basis, delivering an experience that can be personalized to target the different needs of each user. Gamification. WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

MARCH 31, 2020

A workforce that is used to meeting and receiving feedback in person will struggle with the loss of connectivity that comes with working from home. Combined with the need to work more hours due to increased call volume, many agents struggle to balance this new work structure with anxiety about family well being and their personal finances.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Vonage

OCTOBER 22, 2015

High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: Here are the seven tools which John highlights in our webinar: Your website. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition.

Technology 113

Technology Customer Service Gamification Wireless 113

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so. Gamification is critical in a contact center, but we’re not talking about your old school, gamification where supervisors manually tally scores at the end of the week.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so. Gamification is critical in a contact center, but we’re not talking about your old school, gamification where supervisors manually tally scores at the end of the week.

Contact Center 54

Contact Center Gamification Management Call Center 54

Noble Systems

FEBRUARY 10, 2021

They include: higher expectations of agents, a demand for multiple communication channels, and a more personalized and consistent experience. To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Automate Where You Can, Personalize the Rest Automating processes that don’t require agent input can save resources. If the customer responds, that needs to be sent to an agent for a personal reply. Watch the full recording here.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

NobelBiz

FEBRUARY 27, 2024

This enables agents to provide personalized and efficient service by having immediate access to a customer’s history, preferences, and prior interactions. AI-driven insights can also help personalize customer interactions, further improving the customer experience.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

SEPTEMBER 8, 2020

Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. Your employees are used to in-person contact with managers and other team members. Training and coaching have never been more vital to success.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

NobelBiz

JUNE 5, 2023

Delivering Personalized Experiences in call centers In an era where personalization is key to customer engagement, call centers face the challenge of tailoring their communication to meet individual customer preferences and needs. Personalization is the key to unlocking successful lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52

ChurnZero

JULY 22, 2022

In our webinar, Driving customers to value during onboarding at scale , Donna shares how to stop recreating the wheel every time you onboard a new customer as well as why, how, and when to lead customers to first value. For example, let’s say you’re my new client and I am your personal trainer. Start to track it.

Gamification 98

Gamification Accountability B2B Enterprise 98

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I would say, go make friends with the CFO or the finance person and find out what metrics they care about. That’s my personal opinion. Q&A Recap.

Gamification 98

Gamification Marketing Metrics Sales 98

Fonolo

JANUARY 9, 2019

We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more. What’s Inside: Gamification in the Contact Center.

Contact Center 70

Contact Center Gamification voip Chatbots 70

Serenova

JUNE 20, 2019

In her recent webinar with Serenova, leading contact center industry analyst Sheila McGee-Smith shared this particularly revealing statistic: Gen Z is set to outnumber even Millennials this year to make up 32% of the global population (a staggering 7.7 These two groups now make up the fastest-growing proportion of contact center employees.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Playvox

NOVEMBER 16, 2021

In this webinar , we share more about how Playvox’s contact center quality management software benefitted the Sweaty Betty team during the earliest days of the pandemic. More companies are using gamification to train their employees. Plus, we explore how the quality management solution has strengthened the company in four key areas: 1.

Quality management 78

Quality management Management Coaching Contact Center 78

Enghouse Interactive

FEBRUARY 9, 2021

Personalization (25.8% Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Next blog in this series, coming February 18 th . Key Actionable Insights from the Webinar . . Find out more by registering for our upcoming webinar: .

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Playvox

JULY 28, 2022

Include time to chat personally about your agents’ lives when you have one-on-one meetings. Baby Boomers love competition and achievement, so gamification is a great way to boost their engagement. You need to see our on-demand webinar, Leading a Multigenerational Workforce.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I would say, go make friends with the CFO or the finance person and find out what metrics they care about. That’s my personal opinion. Q&A Recap.

Gamification 52

Gamification Marketing Metrics Sales 52

JivoChat

JULY 27, 2021

Until a few decades ago, business was personal. Delivering personalized engagement is a way to generate a loyal customer base that comes back again and again. Engaging customers in a personalized, relevant manner helps move your relationship from one-off transactions to a mutually beneficial relationship.

Gamification 52

Gamification Chatbots Sales Feedback 52

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

inSided

OCTOBER 2, 2019

Traditionally in B2B SaaS companies, speaking to your customers involved webinars, meet-ups and in-person events. Utilize your user community’s expertise If you don't already have a Customer Success community, get one. Roundtables were a mainstay when it came to gathering customer information on your product and service.

Self service 67

Self service B2B SaaS Gamification 67

ProProfs Blog

SEPTEMBER 17, 2021

This keeps them on track to achieve both – personal and organizational goals. Implement Gamified and Personalized L&D. Gamification is the method of turning work into a game wherein employees have to compete to get the job done. Also, review it regularly to introspect on their journey, challenges, successes, and so on.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

JivoChat

JULY 20, 2021

So much so, they expect businesses to provide fast, personalized support across multiple channels. You can educate your customer base with assets such as webinars, blog posts, and email sequences. These automated emails thrive on personalization, getting higher open rates and click-through rates than any other type of email.

Customer retention 52

Customer retention Gamification Education Self service 52

CrazyCall

JANUARY 21, 2019

According to Ayesha Khan , once you get someone on the phone your approach needs to be tailored to match that of the person on the other end of the line. Gamification is one of the methods that sales coaches and sales executives use in order to motivate their peers to hit better results. Yet, remember not to do training the old way.

Telemarketing 87

Telemarketing Sales Scripts CRM 87

SmartKarrot

OCTOBER 3, 2023

These strategies encompass various aspects of the customer journey, from onboarding to ongoing usage and beyond: Seamless Onboarding Experience: Create an intuitive and personalized onboarding experience that guides users through their initial interactions with your product, ensuring a smooth transition and quick value realization.

Gamification 11

Gamification Education CRM Feedback 11

8x8

DECEMBER 4, 2017

The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad. Each generation brings with it different core needs, expectations and interpretations of how those needs affect the work atmosphere.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad. Each generation brings with it different core needs, expectations and interpretations of how those needs affect the work atmosphere.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad. Each generation brings with it different core needs, expectations and interpretations of how those needs affect the work atmosphere.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? This webinar series will be recorded, so any webinar attendees that miss this will get the opportunity to watch it at the soonest convenience. I would like to start introducing our speakers for today’s webinar. No worries! Okay, go ahead Kaye.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

ChurnZero

JULY 12, 2019

Two important components in gamification are surprise and delight. Everything you do in the first minutes can negatively impact the perception of the person who’s ultimately judging you. At this stage, they need to immediately feel autonomous and realize how your product story fits with their company objectives and personal KPIs.

Accountability 75

Accountability Metrics Education Marketing 75

JivoChat

JULY 5, 2021

Useful Training Tools: Stay on top of industry trends with Jungle Scout’s webinars and training. Ongoing Training: Sourcify offers webinars and educational white papers. This platform will let you deliver a branded and personalized customer journey across many channels, from email to SMS and beyond. Key Features. Key Features.

Advertising 52

Advertising Analytics Sales Enterprise 52

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here. Seamless agent transitions between channels.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

RapportBoost

NOVEMBER 5, 2018

Nicholas Rodriguez : Thanks for joining us for our first section of our Moving to the Cloud webinar series presented by Customer Experience Update and Customer Contact Central, sponsored by Mitel. I do want to thank Mitel for sponsoring the webinar series and helping us to make this happen. Take a listen! We welcome your feedback. .

Contact Center 40

Contact Center Scripts Sales Metrics 40

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. And the same is here.

call center workforce 52

call center workforce Call Center Management Gamification 52

Vistio

APRIL 2, 2022

I also do one-on-one consulting for companies that want a more personal approach as they re-engineer their remote working programs for this kind of long-term vision. So we’re offering virtual interactions and also in-person interactions where we drill down on all things remote work for very focused laser exchanges.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification.

Quality management 52

Quality management Coaching Contact Center Calibration 52