ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 2: Align community metrics with organizational goals. Aligning community metrics with organizational goals is crucial for long-term executive buy-in and consistent community success.

How To 52

How To Roadmap Self Service Gamification 52

NICE inContact

MARCH 29, 2018

Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers. Our goal was to serve our customers better,” says Young Energy’s Chief Technology Officer Bruce Gilbert.

Average Handle Time 120

Average Handle Time Contact Center Gamification Retail 120

NICE inContact

JANUARY 23, 2019

Gamification encourages agent engagement and drives desired outcomes. Decrease Supervisor Workload: Instead of pulling data from multiple sources and manually selecting and merging them to create the complete picture, help your supervisors with a single view of the truth based on standardized metrics that are aggregated automatically.

Contact Center 137

Contact Center Management Gamification Call Center 137

NICE inContact

MARCH 13, 2019

For example, your ACD provides you the average calls handled per agent per month, average handle time, and days worked per month – three data points needed to calculate an agent utilization metric. However, without the ability to create a formula in the platform, someone will have to manually calculate agent utilization via Excel.

Report 136

Report Management Average Handle Time Gamification 136

Gainsight

MARCH 19, 2025

Reducing support costs, boosting customer retention, or capturing valuable feedback? Use gamification tools like badges and ranks to celebrate and motivate community involvement. Simple questionnaires, member satisfaction surveys, and platform usage metrics can help you identify areas that need improvement.

Management 52

Management Gamification Customer Retention Loyalty 52

Retently

AUGUST 15, 2024

Now, think about how you’d feel if, after that interaction, the store reached out to ask about your experience and actually used your feedback to make things better. Understanding CSAT CSAT is a simple metric that tells you how happy your customers are with your products, services, or overall shopping experience.

Ecommerce 106

Ecommerce Retail Software Brands 106

DCX

DECEMBER 29, 2024

billion wearable tech superstar, has cracked the code on gamification. How are you showing customer feedback to your team? The big takeaway: Gamification works because it makes the boring stuff fun. What you should actually do: Listen up: Forget the score—dig into the real feedback. ” Source Want the full tea?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

InteractionMetrics

FEBRUARY 20, 2025

At Interaction Metrics, we take a smarter approach. Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. Thats where Interaction Metrics comes in! Close the Loop Quickly Speed matters when addressing customer feedback. The result? So, why settle for less?

NPS 52

NPS Net Promoter Score Strategy How To 52

Playvox

FEBRUARY 13, 2024

Gamification: Sometimes A Contact Center Can Be All Fun And Games Contact center gamification includes a range of tactics to incorporate friendly competition, recognition, and a sense of achievement. Gamification breaks up the daily routine while promoting team collaboration. Remember to keep it focused on the right metrics.

Contact Center 88

Contact Center Gamification Measurement Training 88

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.

Contact Center 84

Contact Center Gamification Training Chatbots 84

COPC

MARCH 11, 2024

This is a recruitment quality metric.) Are we providing insights into attrition rates and qualitative and quantitative feedback on recruitment quality and class pass rates? Are we getting feedback in this area to inform recruiting and training? Ask the following questions to establish a strong base for long-term retention.

Call Center 97

Call Center Gamification Contact Center Employee Engagement 97

CSM Magazine

FEBRUARY 19, 2025

Solution Gamification and Rewards Systems Incorporate points, badges, or progress trackers to mark therapy milestones or consistent app usage. Solution User-Centered Design Gather feedback through focus groups or usability tests involving individuals from diverse backgrounds. Refine the app based on real-world user insights.

Healthcare 52

Healthcare Exercises Gamification Policies 52

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

SurveySensum

JANUARY 16, 2025

It integrates seamlessly with tools like Salesforce , SAP, HubSpot, and Tableau, enabling businesses to combine feedback with operational data. It allows the gamification of sending surveys. Dive into DIY capabilities and simplify your feedback collection now! Cons: The tool can be expensive with additional charges.

Comparison 52

Comparison Effort Score Analysis Multi-Channel 52

ChurnZero

MAY 4, 2023

Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success. Daily tasks, such as creating a content calendar, curating educational pieces, moderating engagement, collecting feedback and working across different functions is a full-time job.

Tips 98

Tips Gamification Feedback Customer Success 98

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

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. It analyzes call data for insights by tracking various metrics such as call duration, call outcome, and agent performance. Optimize Call Scheduling A.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

Feedback 52

Feedback Tools Management Knowledge Base 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

SurveySensum

NOVEMBER 10, 2023

You rely heavily on email and social media for customer feedback for your bookstore. Now, you are in desperate need of a more efficient way to collect feedback to improve your website and provide a better user experience. A robust website feedback tool. What is a Website Feedback Tool? So, what’s the solution here? →

User Experience 52

User Experience Tools Feedback Analysis 52

ProProfs Chat

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Advanced Feedback Analysis. Feedback Forums.

Employee Engagement 98

Employee Engagement Software Tools Engagement 98

CSM Magazine

MAY 2, 2024

With the industry’s first full lifecycle platform powered by AI skill-based simulation, new and tenured agents receive personalized learning journeys with simulation training and gamification, real-time performance feedback, and the ability to track their skill-building progress.

Gamification 52

Gamification Contact Center Training Analysis 52

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Check out our free, on-demand Contact Center Gamification Workshop.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

UJET

NOVEMBER 3, 2020

Once an issue is resolved, AI completes tedious administrative tasks such as updating the CRM ticket, providing a survey, or gathering more detailed feedback. Instead of just relying on text and videos to train your agents, AI empowers you to offer gamification training—or interactive, game-style training courses.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

SurveySparrow

FEBRUARY 22, 2024

Customer Support and Feedback Tools: Listening and Responding to Customer Needs THE key to successful customer retention is listening to what they say. And for this, customer support and feedback tools are essential. These features enable you to collect and manage customer feedback. Let’s get to it.

Customer Retention 52

Customer Retention Software Gamification e-support 52

Playvox

APRIL 27, 2023

Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Listen to feedback about what’s working and isn’t across the team and demonstrate that you’re taking action to address issues. Remember to keep it focused on key metrics. The gamification software Kahoot!,

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

TechSee

SEPTEMBER 18, 2019

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers. Another 32% are in the early stages of using ACW as a metric for agent performance.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. But to seal the deal you need to implement the right processes enabled by technologies, such as quality monitoring, training, and gamification.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Call Center Management Gamification 52

UJET

NOVEMBER 3, 2020

Once an issue is resolved, AI completes tedious administrative tasks such as updating the CRM ticket, providing a survey, or gathering more detailed feedback. Instead of just relying on text and videos to train your agents, AI empowers you to offer gamification training—or interactive, game-style training courses.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

ProProfs Chat

APRIL 25, 2019

# Ask for Customer Feedback and Work Towards Implementing It. Make use of Net Promoter Score software to track customer trends and collect actionable feedback. The availability of survey tools has made it easier to access templates for net promoter scores and other customer metrics. Build a Customer Loyalty Program. .

Customer Retention 66

Customer Retention Net Promoter Score How To Social Media 66

ChurnZero

APRIL 8, 2020

Gather and prioritize product feedback all in one place. Create closed beta groups with select users for testing and feedback—fostering a sense of inclusion and significance. Engage customers with rewards, badges, and gamification features. Here’s a guide to help you make sure that’s the case.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Lithium

JANUARY 12, 2021

Journey Mapping and Actioning Your Feedback - With insights and feedback uncovered during interviews with our Marketing customers in August, September, and October, we're making improvements in key areas we identified. 4 Content Metrics and 4 Search Metrics, Community Analytics Best Practices You Don’t Want to Miss!

Gamification 52

Gamification Customer Journeys Analytics Chatbots 52

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. This will help you choose the right and the best InMoment alternatives.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

Playvox

NOVEMBER 15, 2022

Focusing on values and seeking feedback. Providing visibility to the metrics that matter most to the business. Making things fun with gamification. Keeping agents engaged means: Fostering a healthy company culture. Showing agents the role they have to play in the company’s overall success. Encouraging collaboration.

ROI 86

ROI Software Management Contact Center 86

Stella Connect

JANUARY 4, 2022

Rather, keeping a pulse on how your agent is performing (which can inform how they’re likely going to respond to your feedback), and how they’re going to create actionable change in their behavior as a result, is another critical part of coaching. But that doesn’t mean overlooking the agent as an individual in any way. Keep it simple.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97