ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 160

Customer Experience Customer Service Gamification Interaction 160

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Whether in sales, customer service, or collections, ensuring that your employees are motivated and engaged should be a key focus. Gamification is no longer a buzzword. The Psychology Behind Gamification. Why Does Gamification Work?

Gamification 79

Gamification Contact Center Average Handle Time Employee Engagement 79

Playvox

JANUARY 30, 2024

One strategy is incorporating gamification in the workplace. Implemented correctly, gamification can increase motivation and engagement. What is Gamification? Why Gamification? Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused.

Gamification 79

Gamification Contact Center Training Feedback 79

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. This involves in-depth call center customer service training in both hard and soft skills (empathy, communication, problem-solving), more detailed product/service education, and process mastery. The stakes have never been higher.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

ECXO

JUNE 3, 2024

Let’s delve deeper into how to better guide customers through the lens of habituation and heuristics: Combatting Customer Routine Dynamic Content: Rotate the themes and content of your marketing emails. Highlight different products or services each time. This can make the experience more engaging and less monotonous.

Gamification 332

Gamification Innovation Infographics Resources 332

Playvox

FEBRUARY 23, 2022

One proven way to motivate your team is to drive engagement with gamification. Whether in sales, customer service, or collections, ensuring that your employees are motivated and engaged should be a key focus. Today, companies worldwide are using gamification to great effect to enhance employee engagement and productivity.

Gamification 73

Gamification Contact Center Engagement How To 73

Calabrio

MARCH 7, 2025

Identify Key Sources of Agent Stress A Salesforce survey found that 71% of service agents in contact centers had considered quitting in the past six months and 69% considered leaving customer service entirely. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools.

Call Center 130

Call Center How To Contact Center Gamification 130

Lumoa

FEBRUARY 21, 2023

It looks at how feedback from the programs is being used to shape, inform, and create initiatives that are then applied to transform customer service. This is in contrast to a siloed approach in which teams are unaware of how their customer service affects the customer’s experience or how it could affect another team.

Gamification 195

Gamification How To Customer Journeys Omni-Channel 195

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. Managing motivation can be a real struggle for customer service teams. What is gamification? Benefits of gamification.

Gamification 59

Gamification How To Contact Center Software Contact Center 59

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. And why is it so critical to customer service and the all-important hub that is the omnichannel contact center? But whats the difference exactly?

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

NICE inContact

APRIL 11, 2018

The company handles customer service for 30-plus clients based in five different countries—Sweden, Denmark, Norway, Finland and Latvia—including numerous international brands in the retail, streaming media and insurance industries. And those clients have customers of their own, often in different countries.

Gamification 162

Gamification Social Media Insurance Retail 162

Vonage

FEBRUARY 7, 2017

It’s natural to always be on the lookout for ways to improve customer service at your organisation – but, sometimes, we’re so busy looking elsewhere that we don’t recognise what’s right under our own noses. The fix: Provide customer service that’s proactive as well as reactive. Being reactive, not proactive.

Customer Service 120

Customer Service Self Service How To Gamification 120

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues.

Self Service 80

Self Service Customer Service Gamification CRM 80

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. First contact resolution (FCR) is one of the most critical KPIs used to gauge the quality of customer service and the overall efficiency of a call center.

Call Center 196

Call Center Self Service Strategy Contact Center 196

NICE inContact

MARCH 1, 2018

Customer service was falling way short—and member satisfaction was a key determinant in membership retention and renewal levels. Agents have evolved into efficient “super agents” who can do it all, and gamification challenges help keep them motivated. A move to NICE inContact—and the cloud—was just the ticket.

Omni-Channel 139

Omni-Channel Gamification Contact Center Travel 139

Vonage

JULY 22, 2016

Does gamification prevent burnout? Despite a hypothesis that gamification might cause burnout by distracting employees from their job, Toister’s results proved the opposite. Agents who had gamification systems were less of a burnout risk. Though, scoring is not just a gamification need. On the board.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This example is consistent with some overall gamification trends. The post Where Is Gamification Going?

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Calabrio

AUGUST 7, 2019

And we’re proud of the work we’ve done together since then to continually improve the interactions Idaho Central’s 340,000 members have with its customer service team. ICCU takes a fresh, unique approach to customer service, and it shows. Continuously Improves Contact Center Agent Engagement and Performance.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Service Culture. ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

TechSee

JUNE 4, 2019

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. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams. Get in the game.

Call Center 117

Call Center Training Technology Gamification 117

LoyaltyPlus

AUGUST 22, 2018

A key challenge in today’s market is to continuously focus on customer experience and the ability to direct, or influence user behaviour to build “enterprise loyalty”, which means – being able to successfully influence emotional behaviour to obtain complete customer retention and attract new customers.

Gamification 53

Gamification CRM Loyalty Programs Touchpoint 53

Alida

APRIL 5, 2017

The health care industry has frequently lagged behind other industries in terms of technology and customer service developments. Providers commonly assumed a patient would be willing to wait long hours or endure poor service because he had nowhere else to go. Realize that people do have other choices.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

Experience Investigators by 360Connext

JUNE 22, 2021

Even customer journey maps can neglect key phases of the customer experience. They are sometimes focused on the ideal scenarios where issues don’t happen: All customers are happy, all products are on-time, and there’s no need for customer service to resolve customer complaints.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

ijgolding

NOVEMBER 23, 2018

If I am to be completely honest, Voice of the Customer (VOC) measurement is being practised so badly, many are conning themselves into believing they are doing a wonderful job in the eyes of the customer – when the reality could not be further from the truth. Gamification. Organisational silos. Lack of capability.

Measurement 208

Measurement Banking Gamification Financial 208

Calabrio

OCTOBER 15, 2019

Idaho Central lets top agents select their schedules and invite agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification and scheduling policies. Thanks to Calabrio, Blue Ridge uses accurate forecasting and proactive scheduling to ensure agents are always there for customers.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

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.

Call Center 69

Call Center Gamification Customer Service Strategies Metrics 69

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc.

Customer Experience 75

Customer Experience Customer Service Gamification Social Media 75

CSM Magazine

AUGUST 27, 2024

Customer service quality is the foundation of any successful organization. However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams.

Customer Service Training 52

Customer Service Training Training Gamification Customer Service 52

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

BlueOcean

DECEMBER 17, 2018

Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak. Keep them excited about the work they’re doing, and their positive attitude will reflect directly on your customer experience. The 3 Hottest Trends Impacting Outsourced Customer Care. We’d love to hear from you.

Contact Center 136

Contact Center Gamification Retail Course 136

Playvox

JUNE 26, 2018

If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement. You can do gamification in a variety of ways. You might set goals for them, or you might have both short- and long-term rewards.

Gamification 40

Gamification Entertainment Customer Experience Call Center 40

rethinkCX

FEBRUARY 17, 2025

Implement a Value-Driven Loyalty Program Design a customer loyalty program that offers meaningful rewards beyond discounts, such as early access to new products or personalized experiences. Deliver Exceptional Customer Support Fast, efficient, and empathetic customer service enhances trust and keeps customers coming back.

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

ProProfs Chat

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. Annually, U.S.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68