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

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. Processes and associated scoring in your gamification rules need to be established so that agents can categorize calls that needed additional time or escalation. In that kind of game, everyone wins.

Gamification 53

Gamification Call Center Culture System 53

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

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This example is consistent with some overall gamification trends.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

CSM Magazine

APRIL 13, 2023

Let’s explore why implementing online ethics training at your company may greatly benefit you and those around you. What is Online Ethics Training and Why Is it Important for Your Company? Online ethics training is a type of learning that companies provide to their employees to help them make the right ethical choices at work.

Training 52

Training Company Gamification Policies 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.

Gamification 69

Gamification Call Center Customer Service Strategies Metrics 69

Playvox

FEBRUARY 20, 2024

Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. It enables companies to access a larger talent pool and recruit the best candidates, regardless of their geographical location.

Management 88

Management Gamification Contact Center Policies 88

SurveySparrow

FEBRUARY 22, 2024

Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. This way, companies can quickly understand customer sentiments and make data-driven decisions to enhance the customer experience. Therefore, gamification tools are another customer retention software to consider.

Customer Retention 52

Customer Retention Software Gamification e-support 52

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). Personalized Agent Training The adoption of digital gamification is a major component of this change. The challenge of keeping pace with changing customer expectations looms large.

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

InMoment XI

SEPTEMBER 12, 2012

There’s no doubt that the concept of gamification seems to be everywhere. Our sister company, Maritz Motivation Solutions, is using gamification principles in its motivation and incentive programs. Marketing research companies, including Maritz Research, are looking at how gamification principles might.

Gamification 200

Gamification Marketing Company 200

InMoment XI

SEPTEMBER 12, 2012

There’s no doubt that the concept of gamification seems to be everywhere. Our sister company, Maritz Motivation Solutions, is using gamification principles in its motivation and incentive programs. Marketing research companies, including Maritz Research, are looking at how gamification principles might.

Gamification 200

Gamification Marketing Company 200

InMoment XI

SEPTEMBER 12, 2012

There’s no doubt that the concept of gamification seems to be everywhere. Our sister company, Maritz Motivation Solutions, is using gamification principles in its motivation and incentive programs. Marketing research companies, including Maritz Research, are looking at how gamification principles might.

Gamification 200

Gamification Marketing Company 200

COPC

MARCH 11, 2024

Do new hires understand the company’s mission, vision, and values? Do new hires feel their work contributes meaningfully to the company’s success? Are there specific actions the company, including my role as a leader, could implement to enhance your experience as an employee? How can I make sure this is true?

Call Center 99

Call Center Gamification Contact Center Training 99

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. One key element is gamification, which incorporates game-like features such as challenges, leaderboards, and achievements into loyalty programs.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

Vonage

JULY 22, 2016

Luckily, companies are starting to notice employee workloads and other factors that lead to churn or efficiency collapse. Does gamification prevent burnout? Despite a hypothesis that gamification might cause burnout by distracting employees from their job, Toister’s results proved the opposite. On the board.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Playvox

APRIL 11, 2023

Managers should make it clear how their team’s work impacts the customer journey and, ultimately, the long-term health of the company. Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged. Related Article: How Gamification Can Help Call Centers Operate More Efficiently 5.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. Reality: Hiring a remote workforce is a wise financial decision for almost any company. companies with employees who worked remotely—and that’s just counting part-time workers ( Remote.co, 2019 ).

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

CSM Magazine

DECEMBER 22, 2023

Companies have traditionally relied on a mix of print and digital advertising, but now there’s a new approach that’s capturing consumers’ attention more effectively: out-of-home (OOH) advertising. Examples of interactive ads that use OOH solutions include augmented reality ads, gamification, and experiential marketing.

Connections 52

Connections Strategy Marketing Gamification 52

NICE inContact

APRIL 11, 2018

The company handles customer service for 30-plus clients based in five different countries—Sweden, Denmark, Norway, Finland and Latvia—including numerous international brands in the retail, streaming media and insurance industries. Metrics, critical to the company’s success, have been standardized across countries.

Gamification 162

Gamification Social Media Insurance Retail 162

ShepHyken

SEPTEMBER 13, 2023

That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions. Due to new and amazing technology, smart companies are interacting with their customers in ways never before imagined. My answer used to be easy. A customer could visit a store or business.

Customer Experience 69

Customer Experience Customer Service Gamification Social Media 69

TechSee

SEPTEMBER 29, 2020

Self-service options include informative hold messages, a robust FAQ section on the company website, and conversational AI assistants. Next issue avoidance (NIA) is a KPI used by a company’s customer support department to measure success in predicting and preventing future issues related to the current case.

Call Center 196

Call Center Self Service Strategy Contact Center 196

ShepHyken

JULY 7, 2021

The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience. Not long after that, however, other smart people started using the term customer experience to describe every interaction with a company. It offered games and puzzles on its website. This is where it confuses some people.

Customer Experience 151

Customer Experience Customer Service Gamification Interaction 151

NICE inContact

JANUARY 23, 2019

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims.

Contact Center 137

Contact Center Technology Gamification Call Center Solutions 137

SmartKarrot

DECEMBER 10, 2020

SaaS gamification is one such technique that has helped businesses up to a vast extent in this context. Companies have been experimenting with many methods to engage customers effectively. Gamification has turned out to be quite effective towards that end. What is SaaS gamification?

Gamification 11

Gamification Customer Success Social Media Loyalty 11

CSM Magazine

APRIL 15, 2021

When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story. and “What are our core values?” About the Author.

Gamification 52

Gamification eBook Multi-Channel Brands 52

Playvox

MARCH 12, 2024

You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product.

Contact Center 78

Contact Center How To Call Center Gamification 78

Michelli Experience

DECEMBER 5, 2017

Leaders at these companies have fought off fears of change irrespective of their current success. It is their willingness to embrace customer-centric change that these companies have propelled their businesses into the next developmental phase. Early Growth. Rapid Growth. Reassessment. Let’s take Starbucks for example. Michelli, Ph.D.

Gamification 113

Gamification Consulting Study Customer Centricity 113

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. “We

Average Handle Time 120

Average Handle Time Contact Center Gamification Retail 120

SurveySensum

SEPTEMBER 21, 2023

There are two companies A and B having similar numbers of customers and both want to increase their business. Company A, decided to run a substantial marketing campaign, investing hundreds of dollars in hopes of acquiring new customers. Gamification offers that extra layer of engagement, making them feel valued and entertained.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. Intent prediction.

Technology 122

Technology Customer Service Contact Center Gamification 122

Retently

APRIL 18, 2024

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. It’s a cost-effective way for companies looking to harness customer insights. What’s NPS All About?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

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. In addition to tangible benefits like company swag and time-off, it provides real motivation for employees to meet and exceed their objectives.

Contact Center 100

Contact Center Gamification Management Call Center 100

NICE inContact

JULY 25, 2019

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. The research shows that ideal company cultures prioritize an environment of listening. Challenges can consistently be given through gamification tools.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Michelli Experience

DECEMBER 5, 2017

Leaders at these companies have fought off fears of change irrespective of their current success. It is their willingness to embrace customer-centric change that these companies have propelled their businesses into the next developmental phase. Early Growth. Rapid Growth. Reassessment. Let’s take Starbucks for example. Michelli, Ph.D.

Gamification 100

Gamification Consulting Study Customer Centricity 100

CSM Magazine

JUNE 10, 2021

These findings suggest that many companies are overlooking the value of the contact centre and the goldmine of insights it contains. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Calculating the costs – how much money does the problem cost the company?

Gamification 105

Gamification How To Call Recording Analytics 105

ShepHyken

FEBRUARY 18, 2024

by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. Our CX research finds that 76% of customers are more likely to return to a company with a rewards or loyalty program. These are companies who also have significant brand loyalty.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

Vonage

OCTOBER 22, 2015

With an increasing number of devices able to connect to other devices or people independently, companies can monitor how customers are using their products, identify when they’re not using certain features and ‘proactively educate’ them. Gamification. Many employee gamification programs focus on the ‘employee of the month’.

Technology 120

Technology Customer Service Gamification Wireless 120