5 Mistakes to avoid when developing your gamification strategy

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Are you sure your gamification strategy will work?

Since the start of the recent decade, call centers have been using gamification, along with other employee engagement tactics, as a way to improve the quality of work life in the call center. By inserting game elements to the work, it combines work and play, ideally making working in the contact center a bit less dreary. However, it’s not that simple at all. Read More

5 Best practices in implementing gamification for your call center

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Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution.

Gamification has always been touted as a way to alleviate the persisting employee attrition issues of the call center. Ideally, it seeks to improve employee engagement by introducing gamified element to a particular task. In short, it mashes work and play. It strives to create healthy competition and camaraderie among your contact center agents. In that sense, gamification seems to be a panacea for the industry’s turnover concerns. Read More

Maximize your call center workforce through forecasting accuracy

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The ability to adjust your workforce accordingly is key to an efficient and effective call center.

Call centers can be tough to manage. There are some days that the workload becomes too cumbersome, such as during peak seasons; but then there are days when it can get too light and boring like during downtimes. And by predicting the volume of incoming customers calls, your workforce becomes more manageable. Read More

Increasing engagement among newly hired customer support reps

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Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team?

From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding fresh hires, familiarizing them with the company, and making them feel comfortable in the workplace. Read More

In customer service, tiny improvements matter

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Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.

Take for example customer service. Customer relations experts know that there’s no quick formula to improve the way they deliver support to their clientele. The process is long, research-heavy, painful, and difficult to implement. It’s also marred with trial and error, as not every technique used is sure to yield desirable results. Read More

Using big data to measure and drive up employee engagement

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Over the last years, as managers have begun to realize the value of their people, employee engagement emerged as a big topic in business.

But even if we keep talking about staff engagement and employee satisfaction, many organizations still fail to keep their best talents working for them. In fact, in the US, it’s estimated that only 32% of employees in the US are engaged—meaning they’re involved and enthusiastic in the workplace. Worldwide statistics is even more dismal, with only 13% of workers happy with their jobs. Read More

4 Unique ways to give your call center agent training a boost

call center trainer assisting customer service trainer

Customer service training and performance assessment are the two most important pillars of high-quality support.

Many call centers spend a huge portion of their budget to improve their employees’ skills. They create and implement their own customer support training programs specially tailored to their agents’ needs. While these may be effective, they alone may not be enough to raise the quality of agents’ performance. Read More