CSM Magazine

DECEMBER 5, 2017

Gamification. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z. Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important.

Self Service 80

Self Service Customer Service Gamification CRM 80

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Loyalty 44

Loyalty Customer Engagement Engagement Interaction 44

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification.

Technology 122

Technology Customer Service Contact Center Gamification 122

Team HGS

NOVEMBER 21, 2017

The best way to describe AR is a blur between virtual reality and gamification. In 2017, AR technology is assisting customer service in differentiating their tech support strategies. In 2017, 3D hologram displays are making their presence felt throughout retail stores. Wed, 11/22/2017 - 10:56. Think Pokemon Go.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

BirdEye

NOVEMBER 20, 2023

Advocate community building Challenges and gamification for engagement Customizable rewards and recognition Integration with marketing automation tools Robust reporting on advocate activity 18. Gamification Adding game-like elements to referral programs boosts engagement and encourages active participation.

Software 62

Software Marketing Multi-Channel e-support 62

Verint

AUGUST 23, 2017

According to a Gallup poll from January 2017 1 , a whopping 65.6% You can also try using gamification techniques to support ongoing knowledge and proficiency gains. Report, 2017. of employees are disengaged. Think about that for a minute. Are your employees expressing the desire to be more mobile?

Strategy 42

Strategy Gamification Contact Center Employee Engagement 42

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

ProProfs Chat

SEPTEMBER 17, 2021

Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. Gamification is the method of turning work into a game wherein employees have to compete to get the job done. Source: HR Exchange Network. What is the Need to Improve Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Customer Service Gamification Customer service gamification is a customer experience strategy used to enhance customer engagement and customer loyalty. ” – Shep Hyken.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Verint

NOVEMBER 27, 2017

The trend toward using more photos, graphics and gamification techniques is a good one, but proceed carefully. This blog originally ran on Customer Think on September 8, 2017. Customers appreciate this kind of convenience that is so clearly tailored to the way they like to communicate. Structure your survey to prevent bias.

Survey 32

Survey Gamification Feedback Guidelines 32

Currency Alliance

MAY 20, 2024

Back in 2017, when interchange fees were slashed by the European Union, most banks’ response was to simply to give up on their loyalty program; this was lazy and a huge strategic mistake.

Banking 52

Banking Loyalty Loyalty Programs Ecommerce 52

Currency Alliance

JUNE 19, 2019

Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. The Dutch bank is one of the few remaining banks in the European Union that has held on to a loyalty program after interchange fees were slashed in 2017. ING Direct is one of those brands. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

LiveChat

SEPTEMBER 21, 2018

In 2017 , customers spent $108 billion online during the holiday season, 14.7 The best idea to do that is to introduce gamification. Online shopping is convenient, there’s more product variety, prices are better and there are no crowds. And probably thanks to these pros, last year’s online sales hit the absolute record.

Tips 63

Tips Chatbots Gamification Customer Satisfaction 63

SurveySensum

JULY 14, 2020

She was named one of the 2018 ‘7 Influential Women in Customer Success’ by Gainsight, one of the top 2018, 2017, and 2016 CS influencers & strategists by Mindtouch and received a Stevies Award for Customer Service in 2016. Also, he was the winner at the CEB Internal Communications Awards in 2017. and Crowdvocate.com.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Bold360

JULY 13, 2017

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. Partnering with the iconic and popular game, Angry Birds, they created a version of the game which could only be played in-store.

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56