Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

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Gamification Schedule adherence Average Handle Time First call resolution 78

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. Customer experience matters, a lot.

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Gamification Airlines Contact Center B2B 116

Verint

APRIL 19, 2017

Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”

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Gamification Employee engagement Contact Center Customer Service 44

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Gamification is one key way to do so. Not only do they need a way to see their performance, but they also need to be engaged in moving the performance needle.

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Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Gamification is one key way to do so. Not only do they need a way to see their performance, but they also need to be engaged in moving the performance needle.

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Contact Center Gamification Management Call Center 54

DMG Consulting

DECEMBER 7, 2020

In 2010, DMG reported that the number of CCaaS seats was 483,875 out of an estimated 14 million worldwide contact center infrastructure seats, an adoption rate of 3.5%. The CCaaS market experienced a rapid adoption rate during the past decade. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 62

DMG Consulting

MARCH 9, 2020

“The next stage in the process of understanding customer needs is customer journey analytics, which will utilize automation to analyze the massive amounts of customer data in contact centers in order to identify any impediments to an optimized customer experience.” .

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Consulting Consulting Marketing Contact Center 48