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. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity. The Psychology Behind Gamification.

Gamification 73

Gamification Contact Center Engagement How To 73

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.

Call Center 196

Call Center Self Service Strategy Contact Center 196

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. Additionally, think about the last time you provided verbal feedback about lagging performance. If you are like most of us, the latter probably outweighs the former.

Contact Center 122

Contact Center Gamification Feedback Meeting 122

NICE inContact

MARCH 29, 2018

And agents stay motivated With inView’s gamification capabilities, get continual feedback on their performance and modify their schedules quickly and easily. The post Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents appeared first on NICE inContact Blog.

Average Handle Time 120

Average Handle Time Contact Center Gamification Retail 120

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. billion from 2020 to 2024.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. What is Gamification?

Gamification 79

Gamification Contact Center Training Feedback 79

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance. The gamification software Kahoot!,

Contact Center 88

Contact Center Gamification Measurement Training 88

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. Contact center employees want to ensure that any organization they join will allow them the freedom they require to enjoy this balance. Add Gamification.

Contact Center 100

Contact Center Gamification Management Call Center 100

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. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Training Chatbots 84

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. Or maybe they have been trying to share feedback , but don’t feel heard. Others might be motivated by gamification. Seek feedback when a customer leaves.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

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.

Contact Center 137

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.

Call Center 117

Call Center Training Technology Gamification 117

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.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

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. Keep contact center agents engaged and dedicated to delivering world-class customer interactions by implementing these best practices today.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

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. 3: DO: Know when group training is most appropriate (and when it’s not).

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

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.

Contact Center 77

Contact Center Training Gamification eBook 77

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. 2) Ask for Feedback. 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.

Call Center 141

Call Center Gamification Contact Center Social Media 141

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.

Contact Center 76

Contact Center Management How To eBook 76

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.

Gamification 52

Gamification Call Center Contact Center Employee Engagement 52

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.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

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. All these engagement drivers depend on you to develop and nurture them in your contact center.

Contact Center 66

Contact Center Social Media Gamification Competitive Advantage 66

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. A great way to determine if your contact center team is engaged is to watch for behaviors commonly displayed by disengaged employees. Ask for Feedback.

Contact Center 72

Contact Center How To Fashion Gamification 72

NICE inContact

MARCH 13, 2019

When I worked in a contact center, there was a complicated projections report that we presented to the leadership team every Monday morning. This experience might sound crazy, but there many contact center managers reading this and nodding their heads because they’ve been there! Automate your analysis process.

Report 136

Report Management Average Handle Time Gamification 136

CSM Magazine

JANUARY 9, 2023

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). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

Contact Center 59

Contact Center Omni-Channel Engagement Multi-Channel 59

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. It provides insight into the overall customer relationship and satisfaction.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center 52

Contact Center Call Center Management Gamification 52

TechSee

DECEMBER 16, 2021

Providing agents with refresher courses on contact center compliance and security can better prepare them to secure their networks and avoid any breaches. Expand training possibilities Getting contact center agent training right is critical to ensuring your customers have the best experience possible.

Call Center 124

Call Center Trends Self Service Contact Center 124

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”

Contact Center 52

Contact Center Report Gamification Healthcare 52

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 97

Call Center Gamification Contact Center Employee Engagement 97

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Contact Center Policies 88

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

DECEMBER 14, 2021

A phone call should only be made once in a perfect contact center world. In this article, we detail the best contact center strategies to reduce After-Call Work Time (ACW). The Key role of ACW for Contact Centers ACW is an abbreviation for “ after-call work.” The reason for the phone call (eg.

Contact Center 52

Contact Center Strategy Call Center CRM 52

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. We found that AI applications in contact centers serve two critical functions.

Customer Experience 88

Customer Experience Contact Center Gamification Chatbots 88