Calabrio

APRIL 11, 2025

Furthermore, effective contact center training is key to keeping agents engaged and driving operational efficiency, supporting cost reduction and improved contact center productivity. Does technology ever stand in the way of effective issue resolution? Use surveys, interviews, and focus groups. switching from chat to call).

Self Service 130

Self Service Call Flow Gamification Analytics 130

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? Ten Critical Technologies to Transform Customer Engagement ’. Ten Critical Technologies to Transform Customer Engagement ’. involves looking at the end-to-end customer experience and applying technology to each stage of the process.

Technology 120

Technology Customer Service Gamification Wireless 120

Win the Customer

NOVEMBER 25, 2014

Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time. Business Communication Customer Experience Technology'

Gamification 135

Gamification Meeting Customer Service Communication 135

CSM Magazine

MARCH 27, 2025

In a world where attention spans are shorter than a TikTok video and competition is just one click away, mastering real-time customer engagement is no longer optional – its survival. Theyve got a thing or two to teach us about keeping users hooked, engaged, and coming back for more. So, whats their secret sauce?

Customer Engagement 52

Customer Engagement Engagement Gamification Competitive Advantage 52

NICE inContact

JANUARY 23, 2019

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. inView Performance Management for CXone is raising agent engagement and motivation with gamification challenges and provides near-real-time updates on their performance, even when they’re working from home.

Contact Center 137

Contact Center Technology Gamification Call Center Solutions 137

TechSee

JUNE 4, 2019

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. When learning becomes a shared activity, agents engage more and are more successful. Virtual private tutors. One size doesn’t fit all. Get in the game.

Call Center 117

Call Center Training Technology Gamification 117

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

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.

Gamification 79

Gamification Contact Center Training Feedback 79

CSM Magazine

OCTOBER 21, 2024

Here are some strategies to help you stand out, spark engagement, and keep customers coming back for more. Ambience isn’t just ‘nice to have’; it’s part of what keeps customers engaged – without them even realizing it. Gamification can work wonders here too. And a little mystery goes a long way, i.e., ‘Congratulations!

Retail 52

Retail Engagement Customer Experience Tips 52

TechSee

SEPTEMBER 2, 2020

How can they drive remote employee engagement? 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. ” Provide access to innovative technology. Introduce fun through rewards and gamification.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

NICE inContact

AUGUST 23, 2019

Both generations are tech-savvy, but each rely on technology differently. Ironically, while both generations can be difficult to engage, they are always connected. In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Both generations are tech-savvy, but each rely on technology differently. Ironically, while both generations can be difficult to engage, they are always connected. In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 136

Contact Center Gamification Management Social Media 136

Optimove

MARCH 20, 2025

From gamification and AI-driven personalization to unlocking the full potential of Optimoves platform, attendees walked away with the tools and strategies to future-proof their marketing and embrace Positionless execution. Greater precision in customer engagement, improved personalization, and scalable CRM execution across markets.

Connections 52

Connections Gamification Marketing CRM 52

Optimove

NOVEMBER 15, 2022

Born between 1997 and 2012 and raised alongside Internet technology since the very beginning of their lives – they hold in their hands (literally, ninety-eight percent own a smartphone) an estimated annual purchasing power of $143 billion. A highly effective way of engaging your Gen Z users beyond a few seconds is through gamification.

Tips 105

Tips Gamification Engagement Marketing 105

Calabrio

MARCH 4, 2025

This data-driven intelligence supports ongoing optimization of the customer experience while helping to support and engage employees. They need to be empowered and engaged to deliver results. With the explosion in AI-driven technologies , theres no shortage of ways to leverage contact center automation in 2025.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. Read more about AI-orchestrated gamification here.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

Experience Investigators by 360Connext

JUNE 22, 2021

Did they seek support at similar times or stop engaging with the product or relationship manager? Now that you know who your at-risk customers are, it’s time to take action to not only keep them from leaving, but keep them truly engaged with your brand. Product usage is a great indicator of customer engagement.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

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. Cummins Inc.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Alida

APRIL 5, 2017

Enter: The kings of customer-centric service, interaction and engagement—retail brands. By following examples set by successful retail brands, health care providers can devise new ways to better engage current patient populations and expand their reach to new demographics. Realize that people do have other choices.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

NICE inContact

JANUARY 24, 2017

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. A good change management strategy involves communicating with and engaging your end-users long before your actual Go-Live date. Build Excitement for Go-Live.

Call Center 120

Call Center Technology Contact Center Gamification 120

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

CSM Magazine

APRIL 3, 2025

Transforming Customer Engagement with NFTs and Loyalty Programs Web3 platforms are leveraging non-fungible tokens (NFTs) and blockchain-based loyalty programs to reimagine customer engagement strategies: Dynamic Rewards : Traditional loyalty programs are static, often requiring customers to accrue points that may have limited value.

Customer Experience 52

Customer Experience Loyalty Programs Government Gamification 52

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. It’s natural for emotions, then, to be a natural part of customer engagement and experience. . So, what part does technology play in this? And you know what that means?

Technology 107

Technology Customer Experience Social Media Multi-Channel 107

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Accelerate resolutions with AI-powered agent assistance. Enhance performance with motivation. Use automation as a force multiplier.

Call Center 196

Call Center Self Service Strategy Contact Center 196

NICE inContact

DECEMBER 5, 2017

Often, I see a significant amount of time being spent on how to use technology and how to navigate between various pieces of technology instead. Tip 1: Streamline the number of technology providers as much as possible and only purchase technology with a simple and intuitive interface. Compensation / benefits.

Contact Center 161

Contact Center Tips Gamification Culture 161

LoyaltyPlus

AUGUST 22, 2018

It sounds far-fetched, but the growing trend among businesses that aim to benefit fully from next-generation technology, is to exploit the application of game mechanics and to drive up loyalty by applying popular techniques upon which gaming is based. The main objective is to improve user engagement and productivity.”.

Gamification 53

Gamification CRM Loyalty Programs Touchpoint 53

rethinkCX

FEBRUARY 23, 2025

In 2025, that heartbeat is racing toward transformation, driven by technology, evolving expectations, and smarter strategies. By mid-2025, 50% of call centers will use gamification to upskill agents, improving retention and CX delivery. Why It Matters Engaged agents perform better.

Call Center 52

Call Center Self Service Trends Customer Experience 52

Optimove

FEBRUARY 23, 2025

Customers demand hyper-personalization, real-time engagement, and meaningful experiences across every touchpoint. In 2024, advancements in technology further empowered marketers to deliver real-time, personalized, and relevant marketing at scale. But 2024 brought new possibilities.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

Optimove

APRIL 27, 2023

By the time you get back to the office, you’ll have spent your entire lunch hour enjoying the fun of app gamification — and with a recent study by App Annie telling us that 70% of the world’s 2,000 largest companies are using gamification in their mobile apps, you won’t be alone. Increased spend?

Gamification 52

Gamification Loyalty Programs Loyalty Study 52

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

SurveySparrow

JULY 12, 2021

Today, with the latest gamification technologies at hand, your surveys can keep your users engaged till the end. Because we’re about to take you on an exciting tour of all things survey gamification. Understanding The Art Of Survey Gamification. Here, we’ll tell you all about what gamification means.

Gamification 52

Gamification Survey Tips Video 52

Lithium

OCTOBER 12, 2022

Years ago, long before Khoros was Khoros and was simply Lithium technologies, a rather curious and beautiful theory was introduced into the world of digital communities. The idea was that if you added some version of gamification and the proper motivation to community users, the digital community would outperform most of its competitors.

Gamification 52

Gamification Entertainment Video System 52

Optimove

MARCH 3, 2025

Re-engage your churned customers with this guide Download Now Why it Matters: With players having an abundance of options, iGaming operators must find ways to keep players engaged and active in the long run. Explore the proven strategies below to increase engagement, loyalty, and retention.

Strategy 52

Strategy Gamification Loyalty Innovation 52

ChurnZero

MARCH 7, 2025

Additionally, 60% have solved a problem through a digital community, and 78% have engaged directly with brands at least once per quarter. This often evolves into free closed platform communities, where services such as Facebook, Slack, or Teams facilitate customer engagement, although they don’t provide data ownership.

How To 52

How To Roadmap Self Service Gamification 52

CSM Magazine

JULY 18, 2024

In today’s fast-paced and digitalised realm, technology has drastically transformed businesses and how people work, thus demanding modern employee recognition programs. Modern employee recognition programs are changing as technology grows. An employee selecting their own reward makes them feel more engaged and considered.

Technology 52

Technology Gamification Social Media Software 52

NICE inContact

DECEMBER 5, 2017

Often, I see a significant amount of time being spent on how to use technology and how to navigate between various pieces of technology instead. Tip 1: Streamline the number of technology providers as much as possible and only purchase technology with a simple and intuitive interface. Compensation / benefits.

Contact Center 240

Contact Center Tips Gamification Culture 240

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. 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. Coaching is a critical aspect of agent engagement in contact centers.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63