From yesterday’s secret weapon to today’s full-fledged superhero, call center employees are at the center of the changing demands of customer service in a post-pandemic world. The stakes are higher than ever for customer service and sales call centers to get it right and deliver the optimal use of technology and human contact.
Gamified training brings out the superhero in everyone
Gamified training blends teaching and training in a way that employees naturally internalize company products, culture, and expectations. As a result, they are much more likely to say and do the right thing in any circumstance. Gamification provides a customizable training frequency that is packed with incentives, rewards, friendly competition, and fun.
Studies prove that we learn 70-90% more when interactive training strategies are applied. No one wants to sit through a PowerPoint training program. Employees engage better with the customers when they feel they have the knowledge they need. These gamified learning techniques give them those tools.
Teams that play together, win together!
Games help call center employees establish positive professional connections and stay mentally and emotionally motivated to deliver precise, prompt, and accurate customer support. Read this case study about how gamification engaged a global workforce and improve its customer service.
Juggling the fundamentals (with a smile!)
As the face of an organization and the first human point of contact, call center employees must balance a number of skills, with empathy being top of the list. They are expected to make an immediate connection with customers who are often upset, in need of help, and most likely very vulnerable. Beyond empathy, they are expected to actively listen, provide feedback, de-escalate negative emotions, and provide solutions—all while managing their own stress.
Scenarios, ELB Learning’s experiential learning game, is a perfect way for call center employees to test their responses in different… scenarios. It transports learners into realistic life situations to challenge them and test their cause-and-effect decision-making skills across several conversation paths.
