Fonolo

JULY 25, 2018

Think ‘gamification’. Gamification is the introduction of interactive, game-like principles and elements into different contexts. White Paper: CX Trends You Need to Watch in 2018. Learn the trends for improving the customer experience this year! When in doubt, think of your employees and how to engage them.

Gamification 83

Gamification Call Center Management Education 83

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. 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

JULY 1, 2019

In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving long-term success with gamification. We noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

Noble Systems

MARCH 20, 2019

To this end, the use of call center gamification represents a bona-fide breakthrough. How Gamification Works. So how does gamification work? In fact, gamification ranks as one of the most significant trends to bolster employee performance and satisfaction in decades—and if you’re not in tune to it, your competitors are.

Gamification 75

Gamification Call Center Customer Experience Banking 75

ChaseData

DECEMBER 27, 2019

The gamification of the work setting is a popular trend in many businesses, these days; it has been shown to make employees happier, more loyal to their jobs, and even more productive.

Gamification 52

Gamification Call Center Metrics 52

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Fonolo

FEBRUARY 2, 2021

The pandemic disrupted many contact center trends , but not all of them. Here are some of the ways call center trends around technology have changed. 3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. 3 Crucial CX Trends You Need to Know for 2021.

Contact Center 91

Contact Center Technology Call Center Gamification 91

Noble Systems

DECEMBER 18, 2018

That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. All of them can be enhanced with gamification. Focusing on these practices and employing gamification can set you on the path to becoming a world-class company. A bit about gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

NICE inContact

JULY 19, 2019

So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line. With such clear benefits, incorporating gamification into your performance management program is a win-win situation. Agent Self-competition.

Gamification 54

Gamification Contact Center Employee engagement Call Center 54

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

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. Gamification Technology There are a handful of tech companies that offer gamification solutions but they’re not all created equal.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Verint

APRIL 19, 2017

Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”

Gamification 44

Gamification Employee engagement Contact Center Customer Service 44

Aspect

JANUARY 30, 2019

Hierbei spielen auch die folgenden drei Trends eine wichtige Rolle: > Selbstverwaltung / Self-Service für Mitarbeiter. > Gamification. Gamification als Methode, die das Erlernen von neuem Wissen und neuem Verhalten spielerisch unterstützt, ist zwar kein neuer Gedanke, aber ein Trend, der an Fahrt gewinnt.

Gamification 54

Gamification Self service Contact Center Chatbots 54

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 approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Expivia

JULY 21, 2021

Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Advanced workforce management software can analyze the stats of your reps, forecast call trends, handle times , and predict the workforce goal you need to handle requests. Gamification. Some can also be for fun.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Call Design

MAY 24, 2022

Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 78

Gamification Enterprise Coaching Feedback 78

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Noble Systems

MARCH 18, 2021

In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. Healthcare Call Center Best Practices and Trends to Consider. Noble Gamification has brought positive improvements to agent retention and customer experience for BC Services. Case Study: BC Services.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Fonolo

NOVEMBER 7, 2018

As we wind down the year, one exploding with news of mergers, acquisitions, emerging technologies, dying technologies, and the like, sometimes it’s good to go back to basics when the volume on industry news and trends has been turned up to dizzying, deafening degrees. Gamification. And, you know, we’re here to help. Service Levels.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

3CLogic

JANUARY 5, 2022

This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. While tactics like gamification or offering incentives can help encourage retention to a certain extent, there are more effective methods to keeping your talented agents on board: Providing effective and thorough training.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Liveops

JANUARY 6, 2022

Recently, Liveops Senior Vice President of Marketing and Talent Acquisition, Ellen Hahn, joined the weekly live stream Sterling Live to discuss recent workforce trends with Sterling General Manager Vincenza Caruso-Valente. Consider gamification, role-playing, and learning modules that cover company/job knowledge as well as brand culture. .

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. Each week, I read many customer service and customer experience articles from various resources.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

Noble Systems

DECEMBER 4, 2019

In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback. Gamification Also Rewards Customers for Their Feedback.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

CSM Magazine

NOVEMBER 3, 2023

To quickly understand ever-changing preferences, it pays to closely monitor industry trends and analyze both negative and positive player reviews to provide players with the services and features they actually value.

Gamification 52

Gamification Entertainment Analytics Customer retention 52

Advantage Communications

MARCH 10, 2020

If your company manages its customer service strategy in house, you’ll probably know just how difficult it is to keep staff motivated and engaged while at the same time ensuring you hit important metrics and efficiencies.

Gamification 69

Gamification Call Center Metrics Customer Service 69

Fonolo

NOVEMBER 22, 2022

Contact Center Trends 2023. The Manager’s Guide to Call Center Gamification. There’s no excuse for gaps in training or knowledge when all the information you need is just a few clicks away! If you’re unsure where to start searching, we’ve got some great programs for you to explore below. Who Should Take Call Center Management Courses?

Call Center 147

Call Center Management Benchmark Contact Center 147

Fonolo

FEBRUARY 16, 2021

The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. 2021 will see more and better agent performance monitoring technology designed to lean on positive gamification concepts instead of relying on draconian intensive monitoring.

Call Center 134

Call Center Technology Gamification Contact Center 134

Playvox

APRIL 11, 2023

Ongoing learning opportunities keep staff updated on industry trends, best practices, and customer service techniques. Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged. Related Article: How Gamification Can Help Call Centers Operate More Efficiently 5.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

DMG Consulting

APRIL 8, 2024

WFM solutions are good at finding trends in historical interaction data to generate projections. Points can be used in exchange for future scheduling privileges or in gamification applications for tangible and intangible rewards and recognition.

Management 62

Management Gamification Contact Center Consulting 62

Noble Systems

MARCH 22, 2021

In the first blog in this 2-part series, we discussed the top healthcare contact center trends. AI-enhanced predictive analytics uses machine learning to identify trends that can better match patients with the right resources and make modifications to processes, including routing of calls. 6 Healthcare Call Center Technologies.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

CSR Inc.

JANUARY 8, 2017

Here are 5 Trends that Will Affect the Call Center Industry in 2017 : The Millennial Age Millennials – not only are they your employees, but they are also your customers. They are more comfortable with technology, and also tend (as a group) to respond well to gamification and other workplace incentive measures.As

Call Center 48

Call Center Multichannel call center workforce Gamification 48

CCNG

APRIL 20, 2022

More complex processes like performance reviews, quality and compliance audits, and even gamification provide similar opportunities to gather, analyze, and act on named or anonymous employee feedback in a structured, systematic way.? Text analytics tools can help identify issues and trends quickly and at scale.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

DMG Consulting

MARCH 27, 2024

WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours. Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT).

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Noble Systems

DECEMBER 4, 2019

In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback. Gamification Also Rewards Customers for Their Feedback.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Noble Systems

JUNE 18, 2019

Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 72

Gamification Feedback Enterprise Coaching 72