Do the agents in you Call Center don't care about their job? Do they not show u to work? Are your sales and support suffering? Here is some information about a gamification solution for Call Centers to improve engagement, perfomance, motivation, and morale.
Most contact centers struggle with a common challenge -- engaging their employees. Gamification allows you to motivate better performance through data. But how can you realize the full promise of gamification? In this excerpt from the NICE playbook on gamification we summarize some of the key design considerations that will drive your success.
This is the fifth in a five part series on Strategy Execution. The series is comprised of:
1. Strategy Execution
2. Using Metrics to Define Success
3. Job Design and Delegation
4. Performance Management and Communication
5. Coaching and Motivation
Performance reviews : A necessary evil ?Packet One
The management community is on a double edged sword. Invariably you face the wrath of employees and at the same time adhere to the stipulated guidelines.
Most contact centers struggle with a common challenge -- engaging their employees. Gamification allows you to motivate better performance through data. But how can you realize the full promise of gamification? In this excerpt from the NICE playbook on gamification we summarize some of the key design considerations that will drive your success.
This is the fifth in a five part series on Strategy Execution. The series is comprised of:
1. Strategy Execution
2. Using Metrics to Define Success
3. Job Design and Delegation
4. Performance Management and Communication
5. Coaching and Motivation
Performance reviews : A necessary evil ?Packet One
The management community is on a double edged sword. Invariably you face the wrath of employees and at the same time adhere to the stipulated guidelines.
Performance Management and CommunicationCharles Plant
This is the fourth in a five part series on Strategy Execution. The series is comprised of:
1. Strategy Execution
2. Using Metrics to Define Success
3. Job Design and Delegation
4. Performance Management and Communication
5. Coaching and Motivation
The Five Conversations Framework—A New Approach to Appraising Employee Perfor...WINNERS-at-WORK Pty Ltd
Many organisations are abandoning their traditional performance review. But what are they replacing it with? There is a bewildering array of possibilities out there. But the key is to shift the emphasis from performance appraisal to performance development. In this presentation, I explain the Five Conversations Framework and how it can be easily implemented to facilitate extraordinary results in performance improvement. Learn how this framework can be applied in your organisation easily and effortlessly.
By the end of this broadcast, you will be able to:
• Appreciate the need to shift from performance appraisal to performance development.
• Be updated on what other organisations are doing to replace the traditional performance review.
• Implement the Five Conversations Framework in your organisation.
This is the first in a five part series on Strategy Execution. The series is comprised of:
1. Strategy Execution
2. Using Metrics to Define Success
3. Job Design and Delegation
4. Performance Management and Communication
5. Coaching and Motivation
Senior leaders are always negotiating with a host of stakeholders. In this session, we look at five negotiation tactics that work. You will complete a diagnostic tool to better understand the way you prefer to negotiate and deal with conflict.
Senior leaders are always negotiating with a host of stakeholders. In this session, we look at five negotiation tactics that work. You will complete a diagnostic tool to better understand the way you prefer to negotiate and deal with conflict.
Senior leaders are always negotiating with a host of stakeholders. In this session, we look at five negotiation tactics that work. You will complete a diagnostic tool to better understand the way you prefer to negotiate and deal with conflict.
Redesigning employee performance management is no longer just a "nice to have", it’s imperative. The days of organizations relying on cookie-cutter annual reviews or simple assessments are long gone.
Feedback is the breakfast of champions. This session looks at the practical considerations that enable leaders to give powerful feedback that reinforces or changes behaviour. What are the do’s and don’ts when giving team members feedback that make a difference?
Feedback is the breakfast of champions. This session looks at the practical considerations that enable leaders to give powerful feedback that reinforces or changes behaviour. What are the do’s and don’ts when giving team members feedback that make a difference?
Performance Evaluation PowerPoint PPT Content Modern SampleAndrew Schwartz
136 slides include: 4 benefits and 11 additional values of performance appraisals, performance interviews, ground rules for performance evaluation, building performance contracts, developing work plans, setting the stage for a performance appraisal meeting, opening and closing your appraisal session, handling poor performance, conducting a feedback meeting, how to conduct a performance appraisal discussion, how to's and more.
Enhancing sales performance with gamificationAn Coppens
Presentation delivered at Game Thinking Asia 2017, loosely based on client success stories of Gamification Nation. Key question: How did we motivate sales people to their next level of performance?
We looked at behavioural trends, success patterns, management practise and then added some game elements to really drive it forward.
#gamification #sales #employeeengagement
Performance Management and CommunicationCharles Plant
This is the fourth in a five part series on Strategy Execution. The series is comprised of:
1. Strategy Execution
2. Using Metrics to Define Success
3. Job Design and Delegation
4. Performance Management and Communication
5. Coaching and Motivation
The Five Conversations Framework—A New Approach to Appraising Employee Perfor...WINNERS-at-WORK Pty Ltd
Many organisations are abandoning their traditional performance review. But what are they replacing it with? There is a bewildering array of possibilities out there. But the key is to shift the emphasis from performance appraisal to performance development. In this presentation, I explain the Five Conversations Framework and how it can be easily implemented to facilitate extraordinary results in performance improvement. Learn how this framework can be applied in your organisation easily and effortlessly.
By the end of this broadcast, you will be able to:
• Appreciate the need to shift from performance appraisal to performance development.
• Be updated on what other organisations are doing to replace the traditional performance review.
• Implement the Five Conversations Framework in your organisation.
This is the first in a five part series on Strategy Execution. The series is comprised of:
1. Strategy Execution
2. Using Metrics to Define Success
3. Job Design and Delegation
4. Performance Management and Communication
5. Coaching and Motivation
Senior leaders are always negotiating with a host of stakeholders. In this session, we look at five negotiation tactics that work. You will complete a diagnostic tool to better understand the way you prefer to negotiate and deal with conflict.
Senior leaders are always negotiating with a host of stakeholders. In this session, we look at five negotiation tactics that work. You will complete a diagnostic tool to better understand the way you prefer to negotiate and deal with conflict.
Senior leaders are always negotiating with a host of stakeholders. In this session, we look at five negotiation tactics that work. You will complete a diagnostic tool to better understand the way you prefer to negotiate and deal with conflict.
Redesigning employee performance management is no longer just a "nice to have", it’s imperative. The days of organizations relying on cookie-cutter annual reviews or simple assessments are long gone.
Feedback is the breakfast of champions. This session looks at the practical considerations that enable leaders to give powerful feedback that reinforces or changes behaviour. What are the do’s and don’ts when giving team members feedback that make a difference?
Feedback is the breakfast of champions. This session looks at the practical considerations that enable leaders to give powerful feedback that reinforces or changes behaviour. What are the do’s and don’ts when giving team members feedback that make a difference?
Performance Evaluation PowerPoint PPT Content Modern SampleAndrew Schwartz
136 slides include: 4 benefits and 11 additional values of performance appraisals, performance interviews, ground rules for performance evaluation, building performance contracts, developing work plans, setting the stage for a performance appraisal meeting, opening and closing your appraisal session, handling poor performance, conducting a feedback meeting, how to conduct a performance appraisal discussion, how to's and more.
Enhancing sales performance with gamificationAn Coppens
Presentation delivered at Game Thinking Asia 2017, loosely based on client success stories of Gamification Nation. Key question: How did we motivate sales people to their next level of performance?
We looked at behavioural trends, success patterns, management practise and then added some game elements to really drive it forward.
#gamification #sales #employeeengagement
The Power of Stay Interviews for Employee Engagement & RetentionBizLibrary
At first glance, stay interviews seem way too simple. Can managers really keep employees longer and cause them to work better, just by asking how they can help?
The answer is “yes”, and research tells us stay interviews can drive turnover down by 20% and more, and also improve employee engagement.
The reason is simple: Stay interviews help managers build trust with their teams. Well-respected research calls out these findings:
Voluntary turnover is skyrocketing in the U.S
Employee engagement has been flat for 15 years
Companies continuously survey employees and implement new programs to “fix” things
…All while employees most want a manager they can trust.
In fact, U.S. companies spend $1.5 billion each year to fix engagement but work around managers rather than through them…and hence make no progress at all.
Stay interviews offer retention and engagement solutions that cannot be achieved with employee surveys or exit surveys. These interviews are conducted one-on-one, put managers in the solution seat, and provide focus on top performers.
To be most effective, stay interviews must be implemented as a process rather than a one-time, solitary event. This process includes assigning managers retention goals, providing stay interview training to build probing skills, training managers to build effective, individualized stay plans, and forecasting how long each employee will stay.
What You’ll Learn
The value and limitations of employee surveys as they provide data but not solutions.
Study data that drives home the importance of supervisor effectiveness as the linchpin that drives each individual employee’s engagement and retention.
The value and techniques for converting engagement and retention to dollar values rather than continue to report them only as scores and percentages which fail to drive executive action.
Specific stay interview tools including questions to ask, data to record, and potential solutions.
The four required skills leaders must learn to make their interviews successful.
How to develop a tool to forecast employee turnover based on interview results.
This session is based on the presenter’s book, The Power of Stay Interviews for Engagement and Retention, which is Society for Human Resources Management’s top-selling book in history.
Taking the Pain Out of Performance Reviews - Webinar 05_22_14BizLibrary
In the field of employee relations and labor/management conflicts, sometimes we have to work hard to find things about which both sides (employee and management) agree. One such area is performance reviews or appraisals. It’s just about universally true that nobody likes performance appraisals. But, the effective, accurate and objective evaluation of each employee’s performance holds the key to improving the overall performance of your entire organization.
In this webinar we'll discuss:
The role of performance management.
Why we do performance reviews?
Key strategies for effective performance management.
Continuous learning and development.
www.bizlibrary.com
[Slideshare] Cracking the Employee Engagement Code - Workforce GroupWorkforce Group
On a scale of 1-10, how would you rate the effectiveness of your employee engagement strategies? How would your employees rate it?
As a leader, do you find it challenging to engage your direct reports effectively? What would you consider "an engagement strategy"? Do your employees lack the motivation to perform their daily tasks? Are you worried about their dedication or commitment levels? If yes, there is a good chance that your Employee Engagement methods are ineffective.
Many organisations are aware of the importance of employee engagement, yet, many leaders struggle to create the right strategies and implement the best engagement practices. In the same vein, extensive research has proven that the rate of engagement of an employee is directly proportional to the quality of work output and the level of commitment to that organisation.
Therefore, what practices can business leaders adopt to drive emotional connection, foster loyalty, and encourage their employees to bring their best selves to work every day?
This slide deck provides proven engagement strategies that business leaders can deploy to drive employee engagement, motivation and performance.
In the deck, we share how you can crack the employee engagement code.
Adopt the best practices shared in this deck to improve employee development and effectiveness, invariably reducing employee burnout and leading to better business outcomes.
Learn how to engineer a shift from robotic compliance-driven practices to genuine commitment-driven initiatives where employees thrive and perform optimally by downloading this deck today.
How To Increase Your Culture of Employee EngagementMonster
Is it 5 o’clock yet? As a manager, that is probably not your favorite thing to hear around the office. Although employees show up on time and get their work done, many are counting down the hours, minutes and seconds until they can go home.
Wouldn’t it be great if employees enjoyed their job more? As a manager, there is only so much you can do to Engage an employee who has no interest in being Engaged. The real solution is for the employee to want to be more Engaged. When the responsibility for increasing Engagement is shared, outcomes are much more favorable for the employee and employer.
In this informative online session, participants will learn:
• The joint model of Engagement
• How an Engaged workforce affects business outcomes
• How to educate employees on Engagement
• Employee benefits of being Engaged
• Tips for employees to increase their own Engagement
• How managers can support employees in joint ownership of Engagement
Employees will go from watching the clock to wondering where the day went.
Motivating employees is about more than charisma and vision. To help employees perform their best, a great leader will provide feedback — the right kind, at the right time. Feedback is an essential tool for any manager, whether in a small business or a large corporation.
If you want to learn more about this topic: https://www.newsteer.com/resources/how-to-give-employee-feedback
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
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Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
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Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
2. Do Your Employees…
Feel their daily activities are repetitive?
Feel stressed about their targets?
Become bored with their work?
**YAWN**
“
3. Do Your Employees…
Don’t feel enough respect for their work?
Feel that there’s too much
micro-management at work?
Feel that others have a low opinion
about their job?
So… you work for a call center…
”
5. You want your employees to...
Be sensitive to customer’s need and the engagement
experience
Be responsible and self-organized
Handle work challenges with a positive attitude
Continuously learn and improve
Deliver the highest level of performance
6. But you end up worrying about…
Employee Attrition
Employee Absenteeism
Productivity Issues
Behavioural Issues
Poor customer service
7. So, What’s the Solution?
Make the
employees
More Engaged
Understand
Their
Motivations
8. So, What’s the Solution?
Make the employees
More Engaged
Understand Their
Motivations
GAMIFICATION
9. Why Gamification?
Gamification harvests various levels of people’s motivation
INTRINSIC EXTRINSICMotivation Level
Gratification Social Value Fun External Gains
Proving Self
Achievement
Privileges
Ownership
Autonomy
Empowerment
Reputation
Acceptance
Competitive Win
Popularity
Reciprocity
Socialization
Thrill
Immersive XP
Virtual Life
Storytelling
Surprise
Curiosity
Lucky Wins
Opportunity
Exclusive Rewards
Free Gifts
Financial Gain
10. What Motivates Call Center
Employees?
Gratification Social Value Fun External Gains
Respect and
Empathy
Personal
Attention
Social
Recognition
Simpler Work
Execution
Adding more
“Life” to work
Time off from
Work
Financial
Rewards
11. Employee logs-in
to begin her shift-
work
1
New Beginnings
Imagine a new day in the life of a Call Center Agent
12. New Beginnings
The system asks her about
her well-being status.
This feedback is used to
evaluate her performance
at the end of the day.
2
20. How Does This Work?
Different employee segments need different motivation
solutions
LOW HIGH
LOW
HIGH
MOTIVATION
CAPABILITY
Low Priority Engage to Deliver
Engage to SustainEngage to Improve
21. Engage to Improve
Cut out any unnecessary complexity.
Make your employee’s work simpler.
22. Engage to Improve
Boost their empathy so they can
connect better with their colleagues.
Introduce Social Recognition.
23. Engage to Improve
Keep taking regular assessments
of their abilities and provide
them constant feedback.
25. Engage to Deliver
Give your employees more Challenges,
and reward them for their efforts.
26. Engage to Sustain
Add Social Recognition.
Build up respect for their work in
your employees.
27. Special Recommendations
• Have both individual and team goals
• Define mission-driven tasks and challenges
• Have daily progress-based gamification dynamics.
• Use small game modules ranging from 1 to 5 minutes
• Use unlocking features – where employees have to earn privileges
• Prefer surprise elements and social-graph based features.
• Use highly immersive Serious-Game environments rarely.
• Have In-App notification driven experiences.
• Use visual clues, help, prompting and pro-active call-to-action is highly desired