TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. How can they drive remote employee engagement? Call Center Engagement ideas. Research shows that collaborative contact center work environments perform 50% better and reduce errors by 25%.

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Contact Center Employee Engagement Engagement Gamification 109

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. 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?

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Contact Center Gamification Competitive Advantage Study 0

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. One proven way to motivate your team is to drive engagement with gamification. According to a recent Gallup report , 85% of employees are not engaged or are actively disengaged at work. According to Professor B.

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Gamification Contact Center Engagement How To 73

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Employee engagement is one of the most challenging aspects to master in the contact center. According to a recent Gallup report , 85% of employees are not engaged or are actively disengaged at work. Gamification is no longer a buzzword.

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Gamification Contact Center Average Handle Time Employee Engagement 79

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight.

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Contact Center Tips Gamification Culture 240

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time. Improve AHT with knowledge bases.

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Call Center Self Service Strategy Contact Center 196

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

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Gamification Contact Center Training Feedback 79

NICE inContact

AUGUST 1, 2017

If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. In engaging with others, psychologists suggest striving for the 5:1 rule – try to provide five instances of positive or neutral feedback for every negative instance.

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Contact Center Gamification Feedback Meeting 122

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. First, if your agents feel their efforts aren’t accurately measured or noticed by leaders, it reduces engagement, negatively impacts job satisfaction, and weakens motivation to perform at the highest levels.

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Contact Center Gamification Measurement Training 88

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

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Contact Center Self Service Gamification Analytics 40

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

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Contact Center Gamification Training Chatbots 84

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

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Contact Center Omni-Channel Multi-Channel Self Service 98

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" " Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. The number one motivator is play. Surprising right?

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Gamification Contact Center Self Service Employee Engagement 140

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do.

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Contact Center Employee Engagement Gamification Tips 63

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. contact centers.

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Contact Center Report Gamification NPS 83

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. 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.

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Contact Center Management Gamification Call Center 137

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

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Call Center Training Technology Gamification 117

Experience Investigators by 360Connext

JUNE 22, 2021

They may have had one bad experience with a contact center rep and decided that was enough to open the door to consider switching. Did they seek support at similar times or stop engaging with the product or relationship manager? Product usage is a great indicator of customer engagement.

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Customer Journeys e-support Customers Loyalty 297

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center.

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Contact Center Training Contact Center Software Strategy 79

CSM Magazine

JANUARY 9, 2023

Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange. Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM).

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Contact Center Omni-Channel Engagement Multi-Channel 59

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

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Contact Center Training Gamification eBook 77

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 6: DO: Make sure your customer service training program is engaging and fun.

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Customer Service Training Contact Center Training Customer Service 78

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. What is a High Performance Contact Center?

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Contact Center Net Promoter Score Effort Score Metrics 77

Talkdesk

SEPTEMBER 8, 2020

With many agents now working from home, consider utilizing dynamic training materials in order to keep them engaged and make sure they retain all the necessary security information and procedures. Turning your coaching strategy into a game will improve training engagement.

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Contact Center Training Gamification Connections 71

TechSee

JUNE 25, 2019

Major enterprises such as Apple, Microsoft, Facebook, Disney and Google are all actively engaged in the race to build virtual assistants and chatbots that can respond to customer queries and scale the delivery of quality AI-powered customer service. Contact Center workload management. Agent decision support.

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Technology Customer Service Contact Center Gamification 122

Kustomer

JULY 8, 2021

Darryl recognizes that as a leader in the contact center world, it can be difficult to fully buy into the idea of AI services when some existing processes are alright as is. Many leaders question why they should even buy into AI when innovation is already happening within their contact centers. TRANSCRIPT. Read More Hide.

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Contact Center Self Service Consumers Examples 98

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

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Contact Center Management How To eBook 76

Calabrio

OCTOBER 3, 2019

Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. Embrace the new rules of employee engagement. Over time, frontline staff too have come to enjoy more control over their working lives through self-service.

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Self Service Contact Center Gamification Competitive Advantage 145

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Some contact centers experience almost no turnover at all.

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Contact Center Gamification Culture Employee Engagement 68

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged. What is Agent Experience? Equip Your Team.

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Contact Center How To Fashion Gamification 72

NICE inContact

JULY 25, 2019

Another effective tactic for recognition within a call center is to have wallboards that display leaders of challenges, agent birthdays, and agent spotlights. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. 2) Ask for Feedback.

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Call Center Gamification Contact Center Social Media 141

Vonage

OCTOBER 22, 2015

Ten Critical Technologies to Transform Customer Engagement ’. It entails three things: being proactive, preventive and engaging. So, which technologies can improve customer engagement and experience? Gamification. Many employee gamification programs focus on the ‘employee of the month’. Customer Experience 3.0

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Technology Customer Service Gamification Wireless 120

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Current VEAs, such as Personik and Wizy , focus mainly on helping employees engage with the company.

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Self Service Contact Center Gamification Video 104

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

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Contact Center Management Policies Gamification 70

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

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Gamification Call Center Contact Center Employee Engagement 52

Playvox

JULY 28, 2022

A contact center is a perfect place for a multigenerational team. Tapping into the capabilities of your multigenerational contact center agents is easier than you think — all it takes is a commitment from you as the leader. Keeping agents of any generation motivated starts by keeping them engaged.

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Contact Center Social Media Gamification Competitive Advantage 66

NICE inContact

JANUARY 24, 2017

This is especially relevant for contact centers where agents suffer from change-fatigue – what’s going to get them excited to adopt this system over all those others you’ve implemented in the past? A good change management strategy involves communicating with and engaging your end-users long before your actual Go-Live date.

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Call Center Technology Contact Center Gamification 120