NICE inContact

JULY 25, 2019

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Challenges can consistently be given through gamification tools. 2) Ask for Feedback.

Call Center 141

Call Center Gamification Contact Center Social Media 141

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 97

Call Center Contact Center Employee Engagement Gamification 97

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.

Gamification 69

Gamification Call Center Customer Service Strategies Metrics 69

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

NobelBiz

FEBRUARY 22, 2023

Exactly how many of your company’s 500 employees are on calls? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred. What is Call Center Shrinkage?

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

FEBRUARY 10, 2023

The center piece of the discussion was the virtual call center and how to manage and improve the all-round metrics of this trending business model in the contact center space. Listen to the full episode here: Tony: What tips do you have for a person that wants to start a virtual call center?

Virtual Call Center 52

Virtual Call Center Call Center Contact Center Gamification 52

NobelBiz

FEBRUARY 9, 2023

Scaling a business, it’s a plan and it’s a model, especially a contact center, because there are so many relational issues and moving parts. Steve Bederman on the Scalable Call Center Sales Podcast. The call center contact center, the sales team, right? It’s this various ways.

Omni-Channel 52

Omni-Channel Call Center Sales Contact Center 52

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. 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.

Call Center 120

Call Center Technology Contact Center Gamification 120

NobelBiz

OCTOBER 18, 2021

Exactly how many of your company’s 500 employees are on calls? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred. What is Call Center Shrinkage?

Call Center 52

Call Center Tools Strategy Contact Center 52

CSM Magazine

JUNE 27, 2019

The AI Market and Gamification markets continue to grow at an amazing pace. Research shows the Gamification global market will have a CAGR of over 30% from 2019-2024. The new technology utilizes real time AI and Gamification to improve CX agent efficiency and engagement. AI is expected to have even stronger growth.

Gamification 40

Gamification Marketing Call Center Contact Center 40

CSM Magazine

APRIL 16, 2020

Derek Jones, VP Enterprise Strategy, Americas at Deputy outlines the steps call centers need to take for quick onboarding of new employees. During these times, call centers are experiencing huge spikes in income calls, and it’s not a surprise that even the most prominent companies face difficulties.

Call Center 52

Call Center Gamification How To Knowledge Base 52

Talkdesk

JULY 16, 2019

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

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Magellan Solutions

JULY 12, 2021

Why is Call Center Outsourcing Philippines the top destination for offshore services? The Philippines is really the top call center hub in the world. Importance of Proper Call Center Work Environment. But have you figured out why customers prefer filipino call center agents rather than other countries?

Call Center 52

Call Center Industry Contact Center Study 52

Clicktools

JUNE 8, 2017

Many of us are quite familiar with the benefits of gamification in the work place, especially in sales and service environments. Take for example the common practice of rewarding call center agents for lower call handling times. Some calls require more time and this should not be punished.

Gamification 53

Gamification Call Center Culture System 53

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. It’s safe to say that call centers don’t need to worry about productivity or retention among home-based workers.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Playvox

JUNE 26, 2018

If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement. You can do gamification in a variety of ways. You might set goals for them, or you might have both short- and long-term rewards.

Gamification 40

Gamification Entertainment Customer Experience Call Center 40

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. The post Managing Gen-Z and Millennials in the Contact Center appeared first on NICE inContact Blog.

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. The post Managing Gen-Z and Millennials in the Contact Center appeared first on NICE inContact Blog.

Contact Center 136

Contact Center Gamification Management Social Media 136

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

NobelBiz

AUGUST 18, 2020

The call center can be a wonderful place to work in, full of positivity and great people. And in the contact center world specifically, things get even messier. We’ve interviewed some of the brightest, most experienced minds in the call center on how to manage a call center efficiently. Let’s dig in.

Call Center 52

Call Center Management Gamification How To 52

Talkdesk

JUNE 9, 2016

Being a call center agent is a unique experience. From the call queues to the adamant repeat callers, it’s hard to sum up exactly what it’s like to man the phones. Here are ten things only call center agents will understand: 1.You’ve Cloud-based call center software is a beautiful thing.

Call Center 40

Call Center Gamification Call Center Solutions Software 40

Playvox

APRIL 11, 2023

Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Related Article: Five Coaching Tips For Contact Center Agents that Work 4.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Call Center Management Gamification 52

Talkdesk

APRIL 8, 2016

Nate chatted with Talkdesk Product Manager, Robert Sur, about the importance of leveraging call center data to develop and refine a phone support strategy. I’ve been on Talkdesk’s Product Marketing team for almost a year now, and I have always considered myself to be fairly knowledgeable about the merits of call center reporting.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

NICE inContact

JANUARY 23, 2019

The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seven days a week, 365 days a year. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed.

Contact Center 137

Contact Center Technology Gamification Call Center Solutions 137

Playvox

FEBRUARY 20, 2024

Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive. We would not have been able to make the progress we have without Playvox WFM,” summarized Anokhee Mepani, Director of Global Operations / Technical Services, at MongoDB.

Management 88

Management Gamification Contact Center Policies 88

Talkdesk

JULY 18, 2016

Whether you are replacing a solution that no longer suits your company’s needs or investing in your first system, choosing the best call center software for your business can be a daunting task. Call center software often forms the foundation of a business’ customer service provision and outbound inside sales.

Call Center 40

Call Center Software Call Center Solutions Gamification 40

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Calabrio

JUNE 17, 2019

Add Gamification. Studies have shown that implementing a gamification component to your KPI’s is a very effective way to motivate your employees to high levels of performance. For ideas on getting started, read our blog on How to Use Call Center Games to Improve Agent Performance. Start a WFM Marketplace.

Contact Center 100

Contact Center Gamification Management Call Center 100

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

Vonage

JANUARY 20, 2016

The term is used to describe solutions that, for example, allow a sales rep to simply click on a contact to place a call, or help someone who’s calling your business “press 2” to reach customer service. So what should you look for when selecting a CTI adapter and call center solution?

CRM 120

CRM Sales Gamification Call Center 120

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Gamification.

Technology 122

Technology Customer Service Contact Center Gamification 122

COPC

JANUARY 15, 2024

Call centers typically see ~70% or more of their first-year attrition within the first 90 days.  Engagement for Retention: Maintain engagement through consistent coaching by recognizing milestones and promoting social knowledge sharing and gamification.   Onboarding is a “danger zone” for attrition.

Employee Engagement 79

Employee Engagement Contact Center Training Call Center 79

NICE inContact

MARCH 1, 2018

In fact, with CXone, AAA Central Penn is now an omnichannel contact center that supports phone, email, chat and SMS. Agents have evolved into efficient “super agents” who can do it all, and gamification challenges help keep them motivated. Hold times are down, and membership sales and travel reservations are up!

Omni-Channel 139

Omni-Channel Gamification Contact Center Travel 139

Playvox

FEBRUARY 2, 2022

With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. But to seal the deal you need to implement the right processes enabled by technologies, such as quality monitoring, training, and gamification. Getting Started. The Burnout Antidote.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

Call Center 52

Call Center Management Contact Center Gamification 52