Lumoa

FEBRUARY 21, 2023

Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Gamification Gamification is all the rage in survey research and for good reason!

Gamification 195

Gamification How To Customer Journeys Omni-Channel 195

NICE inContact

APRIL 11, 2018

Metrics, critical to the company’s success, have been standardized across countries. And Webhelp’s 1,000 agents, who have all moved to the CXone platform, are empowered and motivated with tools like gamification through inView™ Performance Management for CXone.

Gamification 162

Gamification Social Media Insurance Retail 162

rethinkCX

FEBRUARY 17, 2025

Gamification & Community Building Engaging customers through gamification, rewards, and exclusive communities boosts long-term loyalty. Brands like Duolingo and Peloton successfully use gamification to motivate and retain users (Forbes). According to Zuora, businesses with flexible pricing see 20-30% higher retention rates.

Gamification 52

Gamification Engagement Customer Engagement e-support 52

NICE inContact

AUGUST 23, 2019

Gamification is one key way to do so. Gamification is critical in a contact center, but we’re not talking about your old school, gamification where supervisors manually tally scores at the end of the week. Not only do they need a way to see their performance, but they also need to be engaged in moving the performance needle.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Gamification is one key way to do so. Gamification is critical in a contact center, but we’re not talking about your old school, gamification where supervisors manually tally scores at the end of the week. Not only do they need a way to see their performance, but they also need to be engaged in moving the performance needle.

Contact Center 136

Contact Center Gamification Management Social Media 136

Optimove

AUGUST 29, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: For iGaming and sports betting operators, this post defines AI-orchestrated gamification and illustrates how it can transform player engagement strategies by delivering more dynamic and personalized experiences, directly impacting customer lifetime value and key business metrics.

Gamification 52

Gamification Multi-Channel Sports Measurement 52

NICE inContact

DECEMBER 5, 2017

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. These metrics can show why an agent left, but not how the company could have kept them. But these do not offer predictive insight.

Contact Center 161

Contact Center Tips Gamification Culture 161

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. Radial anticipates material savings this year based on reducing repeat calls and hitting customer metric targets.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

NICE inContact

MARCH 1, 2018

Agents have evolved into efficient “super agents” who can do it all, and gamification challenges help keep them motivated. And CXone’s metrics are helping to keep everything on the right track. In fact, with CXone, AAA Central Penn is now an omnichannel contact center that supports phone, email, chat and SMS.

Omni-Channel 139

Omni-Channel Gamification Contact Center Travel 139

rethinkCX

FEBRUARY 23, 2025

Monitor Results : Track metrics like resolution time to fine-tune performance. By mid-2025, 50% of call centers will use gamification to upskill agents, improving retention and CX delivery. Gamification cuts training time by 20% and lifts first-call resolution rateskey to stellar customer experience in call centers.

Call Center 52

Call Center Self Service Trends Customer Experience 52

Calabrio

MARCH 4, 2025

Businesses can track key metrics related to agent performance, customer satisfaction, and operational efficiency across all channels. But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Gainsight

APRIL 11, 2025

Tools like community forums, knowledge base articles, and gamification are all great, but how do you build a community thats more than the sum of its parts? Most companies adopting customer community solutions are aware of the key features needed to get started. The right community management platform will make that easy.

How To 52

How To Gamification Effort Score eBook 52

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

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

BlueOcean

DECEMBER 16, 2019

It may be that a reduced incident rate will be more important than a reduced average length of a phone call, so adjust your metrics as necessary. Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak. How will the holiday spike impact your SLA and KPIs?

Contact Center 156

Contact Center Gamification Transportation Travel 156

NICE inContact

DECEMBER 5, 2017

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. These metrics can show why an agent left, but not how the company could have kept them. But these do not offer predictive insight.

Contact Center 240

Contact Center Tips Gamification Culture 240

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

ChurnZero

MARCH 7, 2025

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. Finally, consider gamification to identify and encourage the right behaviors through badges and recognition.

How To 52

How To Roadmap Self Service Gamification 52

BlueOcean

DECEMBER 17, 2018

It may be that a reduced incident rate will be more important than a reduced average length of a phone call, so adjust your metrics as necessary. Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak. How will the holiday spike impact your SLA and KPIs?

Contact Center 136

Contact Center Gamification Retail Course 136

Gainsight

MARCH 19, 2025

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. At Gainsight, we partner closely with your team to provide the strategic guidance you need.

Management 52

Management Gamification Customer Retention Loyalty 52

Vonage

JANUARY 20, 2016

You’ll need to make sure you can get all of the traditional call center metrics displayed in your CRM’s reporting interface including things like, average handle time, talk time, dropped call percentages and the like. Includes gamification features.

CRM 120

CRM Sales Gamification Call Center 120

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

DCX

DECEMBER 29, 2024

billion wearable tech superstar, has cracked the code on gamification. The big takeaway: Gamification works because it makes the boring stuff fun. Stop being basic: Use smarter metrics like customer effort or lifetime value. If they can make sleep and recovery addictive, what could you do with your CX strategy?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Retently

AUGUST 15, 2024

Understanding CSAT CSAT is a simple metric that tells you how happy your customers are with your products, services, or overall shopping experience. Zendesk integrates CSAT capabilities into its broader support suite, allowing businesses to track customer satisfaction alongside other service metrics.

Ecommerce 106

Ecommerce Retail Software Brands 106

Customer Interactions

SEPTEMBER 8, 2016

Gamification is much more than rewards and badges; for any gamification project to succeed, an organization needs to align the goals of players with those of the business itself. Large-scale, successful workplace gamification needs to be adaptable and serve a real purpose.

Gamification 28

Gamification Average Handle Time First Call Resolution ROI 28

Playvox

FEBRUARY 8, 2022

contact centers, the comprehensive ContactBabel report includes facts, data, and analyses of CX management technology and strategy with sections on remote working, agent engagement and gamification, CX measurement and improvement, and benchmarking metrics. What performance metrics really matter?

Contact Center 83

Contact Center Report Gamification NPS 83

CSM Magazine

FEBRUARY 19, 2025

Solution Gamification and Rewards Systems Incorporate points, badges, or progress trackers to mark therapy milestones or consistent app usage. Blurred Lines with Medical Devices: Apps that track serious mental health metrics or provide diagnostic-like information could fall under medical device regulations (e.g., FDA in the U.S.).

Healthcare 52

Healthcare Exercises Gamification Policies 52

TechSee

MARCH 7, 2019

Gamification. When gamification is introduced into a contact center environment, agents compete to complete objectives and outpace colleagues in specific metrics such as hours worked and average speed to answer. Rewards may include recognition on leaderboards, physical prizes, priority for preferred shifts or free parking.

Self Service 104

Self Service Contact Center Gamification Video 104

COPC

MARCH 11, 2024

This is a recruitment quality metric.) Gamification: Is the platform equipped with advanced gamification features to enhance motivation, engagement, and performance from preboarding through to onboarding? Ask the following questions to establish a strong base for long-term retention.

Call Center 97

Call Center Gamification Contact Center Employee Engagement 97

NICE inContact

JANUARY 24, 2017

As with all contact center gamification , make sure you are driving the right behaviors, that all agents have an opportunity to win, and that guidelines are clear. Highlight adoption metrics, celebrate top-adopting agents and supervisors, and share benefits the contact center is experiencing as a result of the new system.

Call Center 120

Call Center Technology Contact Center Gamification 120

Talkdesk

APRIL 8, 2016

Listening to Nate and Robert speak about everything from gamification to social media opened up my eyes to the wealth of advantages that call center reporting can bring to a business. There were four insights in particular that stood out to me in the webinar: Lesson 1: Think outside of the box when it comes to call center metrics.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

ProProfs Chat

SEPTEMBER 9, 2020

Like in any other program that you implement, you need a metric to measure the success of your loyalty program. Different businesses use different metrics to measure the success of their loyalty programs but these are the most commonly used metrics: 1. Leverage Gamification. 5. Leverage Gamification.

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

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

NobelBiz

MAY 9, 2023

It analyzes call data for insights by tracking various metrics such as call duration, call outcome, and agent performance. Establish Performance Metrics Develop clear performance metrics for your agents, such as call handling time, first call resolution, and customer satisfaction scores. Optimize Call Scheduling A.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

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. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104