Vonage

OCTOBER 22, 2015

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics. Speech analytics is changing this, making it how the customer answers, rather than what they answer, the key to confirming their identity.

Technology 113

Technology Customer Service Gamification Wireless 113

Noble Systems

MARCH 11, 2019

According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018. For example, some providers offer IVR, WFM, omnichannel communications, speech analytics and gamification in a single source, so you have seamless integration and only one vendor to work with.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

NICE inContact

SEPTEMBER 30, 2019

It’s also important to empower agents with the right tools to manage and track their own analytics in real-time from home. Companies that offer a remote work program report 63% less unscheduled absences ( PGI, 2013 ). Customizable agent profiles and gamification can help create a virtual community among remote contact center agents.

Contact Center 54

Contact Center Gamification Call Center call center software 54

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. In 2013 his team was the ICMI “Global Contact Centre of the Year” for Small to Medium-Sized Centres. Luke was also awarded Victorian Contact Centre Manager of the year 2013. Topic: ‘Using Analytics to improve Customer Experience’.

Transportation 40

Transportation Government Multichannel Consulting 40

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Why Gamification Matters. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176