The 3 Deadly Sins of Gamifying in the Contact Centre

In our recent webinar we talked about How to Gamify Your Contact Centre and Motivate Advisors. But before you get into the depths of planning your gamification strategy, there are three deadly sins every contact centre needs to avoid. Not having complete clarity about the behaviour to encourage, and proof of why things need to […]

Read More

Gamification and Analytics Drive Better Agent Engagement and Performance

Gamification is a fun and popular way to improve agent performance, satisfaction, and effect the outcomes from those contacts with your customers. Using analytics and gamification is an effective way to encourage successful behaviors with the right incentives to measure, monitor, and promote the KPI’s vital to your contact center’s and company’s success. In a […]

Read More

5 Employee Engagement Trends in 2019

Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher profits. Still, according to a report by Gallup, roughly 85% of the global workforce is disengaged at work. And when employee engagement takes a backseat, everything from office culture to […]

Read More

Top 10 Gamification Blogs

Gamification is a popular strategy that contact centers use to improve employee performance as well as business results. Many contact centers have experienced increased revenues, higher sales, better collections close rates, improved compliance, a stronger employee onboarding process, and decreased employee turnover. By using gamification strategies, call centers create a better culture. For gamification to […]

Read More

Keep Your Call Center At-Home Agents Engaged

Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they […]

Read More

How Call Center Gamification Improves Customer Loyalty

Gamification has hit every industry over the past few years, and we’ve seen myriad ways you can use it. What has recently come to the forefront is using gamification to boost customer loyalty. And just in time. Customer loyalty programs have been flagging recently – and recent publications have argued it’s because loyalty programs aren’t […]

Read More

Employee Engagement: Companies Should Think Past “Fun”

Managers and employees alike know the benefits of high employee engagement. When prioritizing our needs in the workplace, we value a pleasant work environment over a big paycheck, according to a recent British study conducted by the Association of Accounting Technicians. For managers looking to boost engagement, the key is to find the combination of […]

Read More

Healthcare Apps Can Learn from Fitbit

The Takeaway: Healthcare providers looking to increase customer engagement through apps can look to Fitbit for successful tactics, like multi-channel engagement and strong motivators. If only more healthcare apps could be like Fitbit. When asked about his company’s mission, Fitbit CEO James Park said: “A lack of consumer engagement is missing…[it] is a critical missing […]

Read More

3 Innovative Uses of Gamification

The Takeaway: Enterprises are leveraging gamification in new, exciting ways. With customer engagement analytics, you can go even further with your gamification strategies. Gamification is quickly becoming a leading focus point for enterprises in countless industries. In previous blog posts, we discussed how companies can gamify their contact centers to better motivate agents and some […]

Read More

Should Gamification Be Fun?

The Takeaway: For gamification strategies to deliver improved customer engagement, you need to balance your business objectives with genuinely enjoyable incentives. Gamification deployments are fast becoming more common – and more expansive. Business leaders now realize there are virtually no limits to how or where gamification strategies can prove valuable, as this approach has the […]

Read More

Gamification in the contact center: Success stories

The takeaway: Contact center gamification isn’t just a theory – it’s a proven practice.   If you’ve been reading recent posts on Engagement Optimization, you’ve probably come across arguments in favor of bringing gamification into the contact center – including this article devoted to the topic. There’s good reason for this. The fact of the […]

Read More

Exploring gamification for health care payment collections

The Takeaway: Gamified payment collection would be a great fit for many health care providers.   Gamification has become a popular topic as it relates to customer engagement. We’ve previously covered how gamification has begun to play a key role in contact center operations, but that only scratches the surface of its potential value. In […]

Read More

Encouraging teamwork in the contact center

Key Takeaway: Teamwork is critical for boosting agent performance and improving retention rates, but it doesn’t develop automatically – you need to take concrete steps to encourage it.   There are many factors that contribute to contact center success. Ultimately, though, nothing is more important than hiring the right agents and providing them with the […]

Read More

Bringing gamification into the contact center

Gamification is quickly becoming a powerful force throughout the business world. A recent study from MarketsandMarkets, the global gamification market is on pace to reach $11 billion by 2020, which represents a massive compound annual growth rate of 46.3 percent during this period.   These tools and strategies can be deployed in a wide variety […]

Read More
Download the Report

The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018

GET IT NOW