Vonage

MARCH 26, 2018

Motivate , our gamification software, builds onto that by enabling managers to offer rewards and incentives for agents who implement best practices and ultimately replicate the behavior of top performers. These are just some of the ways NVM makes connecting with customers as clear, smart and simple as it should be.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. By streamlining operations, call centers can significantly reduce wait times, which normally is a common source of customer frustration. Hold queues and smart call routing play a pivotal role. This increases the likelihood of first-call resolution.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

UJET

NOVEMBER 3, 2020

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. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training. Agents are more likely to retain information.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

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. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training. Agents are more likely to retain information.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

InteractionMetrics

FEBRUARY 20, 2025

Are they frustrated by long wait times? Run a correlation analysis to look at how NPS connects to key factors (like response times, product quality, or ease of use). If customers with longer wait times give lower scores, you know where to focus your resources to improve satisfaction. But high scores matter, too.

NPS 52

NPS Net Promoter Score Strategy How To 52

CSM Magazine

APRIL 26, 2024

While customers may experience a slightly longer wait time, the improved likelihood of first-contact resolution and higher satisfaction levels make it a worthwhile trade-off. Tools like gamification can help identify top-performing agents and provide targeted training and support to improve skills, knowledge, and behaviour.

CRM 52

CRM Data Gamification Wait Times 52

NobelBiz

APRIL 18, 2023

With WFO tools in place, managers can allocate resources effectively, ensuring that the right number of agents is available at all times for handling customer inquiries, thereby reducing wait times, leading to improved productivity levels and minimizing labor costs due to increased utilization rates, etc.

Contact Center 52

Contact Center Call Center Management Gamification 52

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. Like many call centers, SpotHero measures and tracks common call center metrics such as service level, average wait time and average handle time.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

DCX

JUNE 11, 2024

Strategy #1: Gamify Customer Engagement The Power of Gamification Wouldn't it be awesome if engaging with your brand was as addictive as playing Candy Crush? That's what gamification can do for you. Case Study: Duolingo's Language Learning Magic Duolingo is a prime example of a company that has mastered gamification.

Strategy 52

Strategy Gamification Case Study Innovation 52

NobelBiz

APRIL 18, 2022

Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work. Data such as average call handling time and initial call resolution rates can be used by call center managers to track individual development.

Call Center 52

Call Center Contact Center How To Gamification 52

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. 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.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

ProProfs Chat

MARCH 30, 2018

Train them well: – Gamification, micro-learning and adaptive learning are the latest trends in training. Also to increase customer satisfaction rate, it is important you reduce the waiting time. So try to manage or eliminate the waiting period or else your customers will look up to your competitors for services.

Customer Satisfaction 111

Customer Satisfaction How To Effort Score Contact Center 111

SurveySensum

JULY 9, 2024

This results in reduced waiting time and long queues, streamlining the entire process, and improving convivence, and customer satisfaction. The app’s fun and interactive interface and progress tracking add an element of gamification, making the reward system much more engaging.

NPS 52

NPS Loyalty Loyalty Programs Effort Score 52

CSM Magazine

JUNE 8, 2018

Using historical data and potential contact volume influences like product releases or marketing promotions, leading workforce management solutions produce forecasts more accurate than even the most experienced contact center managers could come up with, ensuring you’ve got just the right number of hands on deck at any given time.

Contact Center 45

Contact Center Technology Gamification Wait Times 45

Bold360

JULY 13, 2017

Number one on the list was lengthy queues and wait times in-store. To make it even better, certain locations unlocked specific elements of the game, and repeat visits and customer loyalty were rewarded, adding an element of addictive gamification to the dining experience. Enter the Walmart Scan and Go mobile app.

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

NobelBiz

OCTOBER 18, 2021

Customers will be less satisfied if employees aren’t available to help, which will lead to longer hold periods and higher wait times. Today’s call center systems include gamification features that boost staff morale and motivation. Shrinkage is a sign of poor performance since it indicates inefficiency.

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

FEBRUARY 22, 2023

Customers will be less satisfied if employees aren’t available to help, which will lead to longer hold periods and higher wait times. Today’s call center systems include gamification features that boost staff morale and motivation. Shrinkage is a sign of poor performance since it indicates inefficiency.

Call Center 52

Call Center Tools Strategy Contact Center 52

Playvox

JUNE 22, 2023

Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Put in place callback options during peak time periods to reduce wait times and call abandonment rates.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

SurveySensum

JULY 19, 2023

Create Engaging Reward Programs Starbucks has successfully implemented gamification in its retail experience through its Starbucks Rewards program. The program incorporates gamification elements by allowing customers to earn stars for each purchase, which can then be redeemed for free drinks and other rewards.

Retail 40

Retail Examples Customer Experience Social Media 40

NobelBiz

FEBRUARY 21, 2022

Long wait times and complicated phone directory systems leave clients with a bad image if they complain. From speech analytics to QA/QM and gamification, it all comes down to compatibility and the correct fit for the firm. Are you ready to level-up your contact center technology?

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

FEBRUARY 22, 2023

Long wait times and complicated phone directory systems leave clients with a bad image if they complain. From speech analytics to QA/QM and gamification, it all comes down to compatibility and the correct fit for the firm. Are you ready to level-up your contact center technology?

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

SurveySparrow

MARCH 21, 2023

Set the right expectations with your customers about communication, wait times, delivery, etc. Increase engagement with the help of gamification. The UI/UX should help them easily discover your offerings, provide them with a complete overview of how customers will benefit, and create an immersive experience.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Calabrio

FEBRUARY 27, 2025

Fuel Engagement and Performance with Contact Center Gamification Gamification is a proven technique for boosting engagement and performance in the contact center. These tools allow you to anticipate peaks and valleys in call volume, ensuring you have the right number of agents, with the right skills, available at the right time.

Call Center 130

Call Center Metrics Contact Center Strategy 130