NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Myth #3: Company culture suffers with remote work programs.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 94

Call Center Contact Center Employee Engagement Video 94

TechSee

SEPTEMBER 2, 2020

Call Center Engagement ideas. Foster a culture of collaboration. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. Introduce fun through rewards and gamification. How can they drive remote employee engagement?

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

NICE inContact

JANUARY 23, 2019

The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry as a whole vary greatly, but on average, turnover is between 30 and 45 percent.

Contact Center 137

Contact Center Management Gamification Call Center 137

NICE inContact

DECEMBER 5, 2017

There are ways to lower contact center attrition that can not only keep the agent but increase productivity and efficiency. Onboarding and initial training should ideally be focused on the mission of the company; the why behind every aspect of the job, cultural immersion, and the relationship between them all. Training and development.

Contact Center 161

Contact Center Tips Gamification Culture 161

Clicktools

JUNE 8, 2017

Many of us are quite familiar with the benefits of gamification in the work place, especially in sales and service environments. Take for example the common practice of rewarding call center agents for lower call handling times. Some calls require more time and this should not be punished.

Gamification 53

Gamification Call Center Culture System 53

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

Call Center 52

Call Center Management Contact Center Gamification 52

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

FEBRUARY 9, 2023

What will 2021 look like for Contact Centers? Read our article to find Steve’s 2021 predictions of emerging new trends in the Call Center industry for 2021 or listen to our discussion here! Steve Bederman on the First Contact: Stories of the Call Center Podcast.

Call Center 52

Call Center Gamification Contact Center Trends 52

CSM Magazine

APRIL 16, 2020

Derek Jones, VP Enterprise Strategy, Americas at Deputy outlines the steps call centers need to take for quick onboarding of new employees. During these times, call centers are experiencing huge spikes in income calls, and it’s not a surprise that even the most prominent companies face difficulties.

Call Center 52

Call Center Gamification How To Knowledge Base 52

BlueOcean

DECEMBER 16, 2019

For instance, crafting themes for your spikes like “Holiday Hell” or “Operation Save Christmas” can help rally your troops and create a culture of resilience. Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak.

Contact Center 156

Contact Center Gamification Transportation Travel 156

Vonage

OCTOBER 22, 2015

Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition. Many employee gamification programs focus on the ‘employee of the month’. Find out how our gamification system, Motivate for Service , could help to keep your team motivated. Video and vines.

Technology 120

Technology Customer Service Gamification Wireless 120

NICE inContact

DECEMBER 5, 2017

There are ways to lower contact center attrition that can not only keep the agent but increase productivity and efficiency. Onboarding and initial training should ideally be focused on the mission of the company; the why behind every aspect of the job, cultural immersion, and the relationship between them all. Training and development.

Contact Center 240

Contact Center Tips Gamification Culture 240

Magellan Solutions

JULY 12, 2021

Why is Call Center Outsourcing Philippines the top destination for offshore services? The Philippines is really the top call center hub in the world. Importance of Proper Call Center Work Environment. But have you figured out why customers prefer filipino call center agents rather than other countries?

Call Center 52

Call Center Industry Contact Center Study 52

NobelBiz

FEBRUARY 10, 2023

The center piece of the discussion was the virtual call center and how to manage and improve the all-round metrics of this trending business model in the contact center space. Listen to the full episode here: Tony: What tips do you have for a person that wants to start a virtual call center?

Virtual Call Center 52

Virtual Call Center Call Center Contact Center Gamification 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

NobelBiz

AUGUST 18, 2020

The call center can be a wonderful place to work in, full of positivity and great people. And in the contact center world specifically, things get even messier. We’ve interviewed some of the brightest, most experienced minds in the call center on how to manage a call center efficiently. Let’s dig in.

Call Center 52

Call Center Management Gamification How To 52

Talkdesk

JULY 18, 2016

Whether you are replacing a solution that no longer suits your company’s needs or investing in your first system, choosing the best call center software for your business can be a daunting task. Call center software often forms the foundation of a business’ customer service provision and outbound inside sales.

Call Center 40

Call Center Software Call Center Solutions Gamification 40

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

Playvox

FEBRUARY 20, 2024

Communication can be more difficult when team members are not in the same physical space, and it can be harder to build a strong company culture and sense of community. Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive.

Management 88

Management Gamification Contact Center Policies 88

Playvox

FEBRUARY 2, 2022

Best-in-class contact centers are able to engage employees and create a supportive, motivating culture. With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. Most fundamentally you need to promote a culture of agent empowerment.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

AUGUST 28, 2023

High turnover not only affects the contact center performance but also dampens team morale. The solution lies in nurturing a vibrant company culture that empowers agents and values their contributions. Cultivate a culture of empowerment and inclusion. Navigating the multichannel maze is a classic contact center challenge.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

COPC

JANUARY 15, 2024

Call centers typically see ~70% or more of their first-year attrition within the first 90 days.  Feelings of Isolation  Transitioning to a new company and integrating with the team and culture is challenging, particularly for remote and hybrid employees. Onboarding is a “danger zone” for attrition.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

ShepHyken

DECEMBER 5, 2022

Fast Company) Creating a new culture centered around flexibility, learning, and career development is the cornerstone for creating an experience that truly drives loyalty and can ultimately make a positive impact on your bottom line. There’s even a reference to FOMO (Fear of Missing Out).

Customer Service 73

Customer Service Hospitality e-support eBook 73

NobelBiz

MARCH 31, 2022

For the modern call center agent, communication is everything. As a call center agent, you have the opportunity to create lasting relationships with your customers, and to earn their loyalty. When you’re running a call center, it can be difficult to know how to define success.

First Call Resolution 52

First Call Resolution Call Center Culture Gamification 52

Magellan Solutions

MARCH 3, 2021

Businesses prefer call center outsourcing Philippines because of the Filipino neutral accent. Additionally the natural service orientation and cultural parallels with the West. Even dubbed as the World’s Call Center Capital. This could threaten call center outsourcing Philippines. Gamification.

Telecommunications 52

Telecommunications Call Center Healthcare Government 52

Playvox

MARCH 21, 2024

Publicly praising achievements, both big and small, reinforces a positive work culture and motivates others to strive for excellence. One fun way to provide recognition is via a gamification solution. With something like this in place, you can give out badges that relate to company goals in a public forum.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

Playvox

APRIL 27, 2023

Gamification: Sometimes Work Can Be Fun And Games Contact center gamification includes a wide variety of strategies and programs designed to introduce friendly competition, social recognition, and a sense of progression into the day-to-day activities of your agents. The gamification software Kahoot!,

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. An international Customer Experience Strategy Expert and Customer-Centric culture transformation Specialist, Olga Guseva is a Keynote Speaker, internationally published Author, Blogger, and Consultant. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Playvox

MARCH 12, 2023

Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 5. Reduce Turnover High turnover rates can be a significant challenge for any contact center. Contact centers have a turnover rate of 22 to 30 percent , making it difficult to ensure quality customer service.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. Here’s how to start laying that new cultural foundation, brick by brick. You also hope to keep agents engaged so they’ll want to stay put.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. So it is necessary to monitor and watch this indicator while implementing a positive culture within your contact center.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. So it is necessary to monitor and watch this indicator while implementing a positive culture within your contact center.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

Stella Connect

JANUARY 4, 2022

If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction. Here’s how to start laying that new cultural foundation, brick by brick.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Win the Customer

FEBRUARY 3, 2016

Whether this competitive element is right for you depends on your company culture. Gamification’ facility to boost the productivity of support teams through motivation and awards. Team members earn points for their ratings and these result in an overall and individual customer happiness score. Analyses ticket volume trends.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Self Service 52