BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. at Blue Ocean. We’d love to hear from you.

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Contact Center Gamification Transportation Travel 156

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?

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

NICE inContact

JANUARY 23, 2019

The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seven days a week, 365 days a year. The contact center takes more calls than a year ago, even with two fewer agents. Read about their amazing results.

Contact Center 137

Contact Center Technology Gamification Call Center Solutions 137

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. Gamification is no longer a buzzword. The Psychology Behind Gamification. Why Does Gamification Work? Behavior is not an easy thing to change.

Gamification 79

Gamification Contact Center Average Handle Time Employee Engagement 79

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Contact Center 122

Contact Center Tips Management Contact Center Software 122

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

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.

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Gamification Contact Center Engagement How To 73

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center. Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak.

Contact Center 136

Contact Center Gamification Retail Course 136

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.

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Contact Center Employee Engagement Engagement Gamification 109

Playvox

JANUARY 30, 2024

One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification? In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Why Gamification?

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Gamification Contact Center Training Feedback 79

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

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

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, you can employ gamification and recognition to track agent performance and reward them with coins and achievements that positively reinforce desired behaviors.

Contact Center 122

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. 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

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.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

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

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.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" There is undeniable science behind the "gamification" movement that deserves our attention. To learn more about designing a gamification strategy, I highly suggest following Monica Cornetti.

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Gamification Contact Center Self Service Employee Engagement 140

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

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

NICE inContact

MARCH 1, 2018

AAA Central Penn found that it had some serious baggage: Technical issues in its contact center system. In fact, with CXone, AAA Central Penn is now an omnichannel contact center that supports phone, email, chat and SMS. A move to NICE inContact—and the cloud—was just the ticket.

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Omni-Channel Gamification Contact Center Travel 139

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. Engagement.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

NICE inContact

APRIL 1, 2019

And without real visibility into its contact center operations, managers and agents were at the mercy of wildly fluctuating call volumes and Excel spreadsheets for scheduling and forecasting. Seeing efficiency scores is a real motivator, as is the healthy competition fostered by inView’s gamification feature.

Gamification 139

Gamification Contact Center Report Groups 139

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.

Contact Center 98

Contact Center Self Service Consumers Examples 98

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. Embrace gamification, such as trivia games or peer challenges.

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

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? These enable you to make progress on your most pressing challenges and transform into a high performance contact center. Perhaps not.

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. More and more customer service teams are using gamification as a means of improving their team performance and staff retention. What is gamification?

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Gamification How To Contact Center Software Contact Center 59

Talkdesk

SEPTEMBER 8, 2020

Gamification Applying typical elements of game playing, such as point scoring and unlocking rewards, into your training plan is a great way to create a spirit of healthy competition and engage your employees. The post 3 ways to equip contact center agents with security training appeared first on Talkdesk.

Contact Center 71

Contact Center Training Gamification Connections 71

TechSee

JUNE 25, 2019

Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Back office AI customer service technologies are especially relevant to assisting in workload management, agent productivity and high-level data analysis of contact center performance.

Technology 122

Technology Customer Service Contact Center Gamification 122

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

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. As CX takes center stage, everyone has an important part to play and therefore the emphasis should be on giving CSRs permission to delight customers in their own way.

Self Service 145

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.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

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. Others might be motivated by gamification. Not since they were shiny new customers have they felt cared for. Or maybe they have been trying to share feedback , but don’t feel heard.

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Customer Journeys e-support Customers Gamification 297