17 May 2018

How Gamification Supercharges Employee Performance in the Contact Center

Written by Danielle Wong, Posted in Contact Center, Unified Communications, ComputerTalk

First thing’s first: What is gamification?

According to Gartner, "gamification is the use of game mechanics to drive engagement in non-game business scenarios and to change behaviors in a target audience to achieve business outcomes." By applying activities and this game thinking methodology to the workplace, this can lead to greater contact center results, benefitting both employees and the organization itself. Through leaderboards, points, challenges, and incentives, gamification can help motivate and engage contact center users. For users to be successful in their role, employee motivation is a crucial component to deliver the best experience for their customers.

What is the value of implementing gamification in your contact center?

When implementing new strategies in organizations, the questions always asked are: Is it worth it and how will we measure success? To determine the return on investment, gamification involves tracking key performance indicators (KPIs) of contact center employees during their shifts. Some examples of KPIs that are measured include the average time contacts spend in queue, the average speed of answer, first contact resolution, total call duration, etc. These KPIs differ from organization to organization, but the metrics are utilized to motivate agents to improve performance by reaching goals and competing against each other.

How will this benefit the organization?

One of the benefits of implementing a gamification strategy in your contact center is improved employee performance. If agents perform well, then the company performs well. Consequently, this leads to organizational growth with their people, products, and service.

09 June 2014

Recommended reads - June 2014

Posted in ComputerTalk

Article covers ways to improve the way gamification is used in contact centers as a way to incentivize agents.
http://www.business2community.com/strategy/employees-will-care-fantasy-sports-song-contests-points-gamification-narratives-matter-0885002#!T2ysx


"Angry customers. Aggressive, hysterical, unreasonable, angry customers. Everyone with experience in customer service knows that dealing with these people is an inherent part of the job, yet so few know how to respond in the right way! What are the best practices to deal with angry customers?" Marta at Userlike addresses the points in this insightful and entertaining article on customer anger management: https://www.userlike.com/en/blog/2014/05/30/customer-anger-management-dos-and-donts


Customer service is just a part of customer experience - it's not the same thing. Gregory Yankelovich explains: http://www.business2community.com/customer-experience/cx-equivalent-cs-0898795#!T2PQB


Salesforce shares an infographic on top 5 Customer Service Myths: http://www.bitrebels.com/business/5-customer-service-myths-infographic/


Engagor's Jozefien Verhaeghe shared some New Years resolutions for online support teams in the beginning of January 2014. It's now the middle of 2014, but it's never too late to start! Here are the top 6 'must-haves' he listed. https://engagor.com/blog/6-must-have-new-years-resolutions-for-online-support-teams/

07 May 2013

Employee Engagement – Contact Center’s greatest resource

Written by Martin Borowski, Posted in Contact Center

The best customer service comes from engaged employees. They go beyond and above to solve customer issues and consistently provide superior customer service.  Encourage agents to take the time to solve the issue a customer is experiencing to avoid having them call back again. And worse, call back upset that they haven’t been properly helped in the first place. Agents who connect with customers are likely to better access the issue by the rapport they have with the client and therefore better prescribe corrective action.

Engaged Employees add value to products and services. Disengaged employees with one word answers cost companies millions of dollars lost each year. It is imperative that each caller is properly welcomed by the front-line personnel. This is easily accomplished if employees are excited about educating customers. Front-line employees who place themselves as experts and take the time to answer customer queries not just correctly but with facts and helpful hints increase first-call resolution.  As fully informed customers don’t need to call back again. Issue is solved and the customer is happy.

It is important therefore to recognize engaged employees in your contact center. Here are three basic ways of increasing employee engagement:

17 April 2013

16th Annual Customer Service Conference. ComputerTalk invites you to explore how you can amaze your customers at the Old Mill in Toronto on April 25th and April 26th

Written by Martin Borowski, Vivian Pow, Posted in Contact Center, Unified Communications, ComputerTalk, Technology

SPECIAL CONFERENCE DISCOUNT RATE FOR YOU*

Interested in revitalizing your current customer service strategy through Unified Communications? Learn about customer service trends and best practices at the 16th Annual Customer Service Conference, organized by the International Customer Service Association. This conference takes place April 24th – April 26th at The Old Mill in Toronto.

Swing by the ComputerTalk table on April 25 and April 26 and join the conference with a special discount at the Early Bird Rate because you are a ComputerTalk contact* - we'll be showing how you can use Microsoft Lync and our contact center technology to amaze your customers.

In case you haven't heard about it, this conference promises several benefits.

  • You'll get face-to-face time with customer care specialists, who will be speaking in presentations.
  • You can share and discuss customer care best practices with customer service professionals from across North America.
  • You can explore different customer service models and technology leaders that help you create custom processes for your organization, with vendors who are attending this conference.

Hope to see you there.

Official website: www.amazeyourcustomer.com

*Please make sure to specify on your registration form that you are a ComputerTalk contact to enjoy the Early Bird rate.

04 January 2013

Growth in contact centers to help customer service and retention

Written by Martin Borowski, Posted in Contact Center

Better customer engagement through contact centers mean lower costs, stronger services and more communications options.  This, combined with improved technology (ice) and pricing models, is propelling the contact center market toward $337.8 billion by 2018.

Increasing numbers of government agencies are also incorporating contact centers for constituents, enabling more choice, faster service, all while cutting costs by up to 70%.   Allowing customers to choose their preferred channel, and ensuring that their issue is directed quickly to the proper department leads to higher levels of customer satisfaction, fast resolutions, and overall higher efficiency; even with fewer on-site personnel.

Contact centers also have a prime opportunity to conduct brief surveys to obtain customers’ feedback and continue to improve services.