Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Training Feedback 79

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. One proven way to motivate your team is to drive engagement with gamification.

Gamification 73

Gamification Contact Center Engagement How To 73

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

Playvox

APRIL 11, 2023

When agents are clear on their priorities, they become more engaged, according to the Gartner study. Managers should make it clear how their team’s work impacts the customer journey and, ultimately, the long-term health of the company. Coaching is a critical aspect of agent engagement in contact centers.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. First, let’s define remote work.

Management 88

Management Gamification Contact Center Policies 88

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

TechSee

JUNE 4, 2019

The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Get in the game. Make the workplace fun again. Whisper coaching.

Call Center 117

Call Center Training Technology Gamification 117

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.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Calabrio

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. 3 Ways to Maximize the Power of Self-Scheduling Technology for Frontline Employees.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

ROI 86

ROI Software Management Contact Center 86

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Adapt them to your organization’s needs, and they’re likely to not only bring out the best in your current employees but also attract top talent in your recruitment process. Remember to keep it focused on the right metrics.

Contact Center 88

Contact Center Gamification Measurement Training 88

COPC

MARCH 11, 2024

Do new hires feel confident in managing their workload and responsibilities? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? Overall Employee Engagement Are we creating a welcoming environment for new hires? If not, what support is available to them?

Call Center 97

Call Center Gamification Contact Center Employee Engagement 97

Verint

JULY 11, 2017

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or to change behaviors to help drive desired business outcomes.

Gamification 35

Gamification Employee Engagement CRM Sales 35

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Episode management. Gamification.

Self Service 104

Self Service Contact Center Gamification Video 104

Vonage

FEBRUARY 7, 2017

Ignoring employee engagement. Satisfaction levels among customer service staff are notoriously low – indeed, according to one survey of 200,000 employees, it was found that customer-facing staff had significantly lower levels of engagement than those in executive positions. Getting the tone wrong.

Customer Service 120

Customer Service Self Service How To Gamification 120

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

Verint

AUGUST 17, 2017

The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond. Don’t Panic!”

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Performance management is a practice and culture that applies to individuals, teams and departments.

Innovation 40

Innovation Gamification Management Comparison 40

Alida

NOVEMBER 28, 2017

According to Laura-Lynn Freck, senior manager for shopper and category insights at Red Bull, getting customers and stakeholders excited is table stakes, but that’s not all. Showing customers how their feedback has impacted the company drives engagement. So, what’s their secret? Keep it light and fun. Create a process.

Gamification 100

Gamification Competitive Advantage Innovation Resources 100

Michelli Experience

JANUARY 17, 2017

Game theory obviously plays a role in “gamification” of mobile apps, online contests, or even the creation of buying incentives. That law suggests the benefits of effort or expenditure often decrease with time to a point where the gains don’t justify that expenditure.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Retently

AUGUST 15, 2024

They offer the flexibility to handle increasing volumes of feedback and more complex analytics requirements so you can continue to effectively manage customer satisfaction at scale. Top Choice: Retently Description : Retently is a powerful feedback management platform designed to help businesses gather, analyze, and act on customer feedback.

Ecommerce 107

Ecommerce Retail Software Brands 107

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes. Let’s meet the experts!

Call Center 52

Call Center Management Contact Center Gamification 52

CSM Magazine

AUGUST 27, 2024

From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams. Engaging Employees Through Gamification According to NIIT, gamification has emerged as a powerful tool in customer service training, offering a fun way for employees to develop essential skills.

Customer Service Training 52

Customer Service Training Training Gamification Customer Service 52

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? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Call Center Management Gamification 52

Playvox

FEBRUARY 2, 2022

While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins. In short, you need a solid employee engagement program. Most concerning, once burnout sets in with agents, it’s difficult to reverse.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

SurveySparrow

JANUARY 26, 2021

By speeding up the paperwork, you can focus more on the employee engagement side of onboarding. Employee Onboarding Journey: The First Day. It may feel overwhelming for them, but you can offer the Best Employee Onboarding Experiences with a proper and well-defined onboarding strategy.

Culture 98

Culture e-support Employee Engagement Gamification 98

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Contact Center 78

Contact Center How To Call Center Gamification 78

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 88

Customer Experience Contact Center Gamification Chatbots 88

COPC

JANUARY 15, 2024

The first 90 days set the tone for the new hire’s relationship with the company, manager, and team.  Employee Eng agement Research Series Learn how satisfied contact center staff are with their jobs, understand what drives employee satisfaction and distinguish the differences between countries.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

SurveySensum

JANUARY 16, 2025

What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience. SurveyMonkey lets you create surveys for measuring CSAT, employee engagement, NPS , market research, etc., It allows the gamification of sending surveys.

Comparison 52

Comparison Effort Score Analysis Multi-Channel 52

ProProfs Chat

SEPTEMBER 20, 2019

The brand drives customer retention using two elements – referral programs and gamification. The brand has also introduced a gamification element that shows how far your friend or acquaintance has reached in the buying experience. employee promise, and. Reduces Employee Attrition Rate. The Technology Angle.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

FEBRUARY 9, 2023

Technology plays a key part in adopting strategies for employee engagement and a seamless employee – agent experience. AI gamification From a business perspective, the idea of gamification can be a crucial part in the light of recent AI challenges.

Call Center 52

Call Center Gamification Contact Center Trends 52

CSM Magazine

JANUARY 9, 2023

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. About Playvox.

Contact Center 59

Contact Center Omni-Channel Engagement Multi-Channel 59

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Winner of the CMI Management Book of the Year, this book is specifically written for leaders and management. Loyalty 3.0:

Customer Service 100

Customer Service Case Study Gamification Culture 100

Playvox

APRIL 27, 2023

The contact center technology trend toward more sophisticated and AI-driven workforce management software is paying big dividends for customer service centers that adopt these solutions. They need a more sophisticated approach to workforce management. That means burnout has direct effects on CX and efficiency.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52