2016 Customer Care Gamification 
Fonolo
JANUARY 15, 2019
In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. Class dismissed.
Natalie Petouhof
FEBRUARY 28, 2016
In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016. . Why Is It Important to Balance Cost, Quality and Customer Service? What Does Gamification Have To Do With Performance?
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DMG Consulting
MAY 25, 2018
million in 2016 to$1,655.3 Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. between 2016 and 2017, after having grown by 11.4% million in 2017. This revenue growth came primarily from 5 vendors: NICE, Verint, Calabrio, Aspect and Genesys. in the prior 12 months.
DMG Consulting
NOVEMBER 1, 2017
million between the first half of 2016 and 2017. This decrease follows a similar pattern in the 12 months between the first half of 2016 and 2015, where total company GAAP revenue for contact center WFO suite providers decreased by $5.9 Total company GAAP revenue for the vendors that offer a contact center WFO suite dropped by 5.2%
DMG Consulting
NOVEMBER 29, 2017
billion (excluding carrier revenue) as of the end of 2016. There are over 150 CBCCI competitors world-wide, and hundreds of system integrators, technology partners, value added resellers, distributors and others supporting them. DMG estimates that the revenue size of the cloud-based contact center infrastructure market was at least $2.8
VHT
OCTOBER 18, 2018
The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care. Social media has traditionally been managed by marketing and sales, but once customers establish a relationship with the business via these channels, they want to get service and support there as well.
Natalie Petouhof
MAY 11, 2016
Tweet I’m judging the 2016 Constellation SuperNova Awards ! Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business.
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