CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

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. . What Does Gamification Have To Do With Performance? Why Is It Important to Balance Cost, Quality and Customer Service?

Gamification 45

Gamification Management Analytics Metrics 45

DMG Consulting

JUNE 7, 2017

The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2016. The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%. growth rate for both the contact center WFO and WFM sectors, and a 10.7%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

NICE inContact

JULY 25, 2019

According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits. Challenges can consistently be given through gamification tools. The research shows that ideal company cultures prioritize an environment of listening. 4) Help Your Agents Set a Career Path.

Call Center 56

Call Center Gamification Coaching Surveys 56

Fonolo

JANUARY 23, 2019

Conversable, covered here by VentureBeat, was part of the wave of bot euphoria in 2016. What’s Inside: Gamification in the Contact Center. We’re going to try to pay more attention to that on our blog this year. October: Liveperson Acquires Conversable. But the exuberance for this sector was, as they say, irrational.

Contact Center 62

Contact Center Gamification Call Center Marketing 62

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%

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2017

2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats. The 406-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 13, 2017

Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. billion, as of December 31, 2016, of which the contact center is responsible for $1.6 The Future of WFO.

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

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

Consulting 48

Consulting Consulting Contact Center Marketing 48

VHT

OCTOBER 18, 2018

A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5 And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers. Employee Engagement Technology. CX experts cannot ignore employees who interact directly with customers.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

CSR Inc.

JANUARY 8, 2017

They are more comfortable with technology, and also tend (as a group) to respond well to gamification and other workplace incentive measures.As more millennials enter the call center workforce, changes will be necessary in work processes and procedures. Bad customer service isn’t cheap, and the situation isn’t getting any better.

Call Center 48

Call Center Multichannel call center workforce Gamification 48

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. A 2016 survey by Call Center Helper shared that 62.7% As stated in the 2016 U.S. Cost Per Contact. operational costs, wages, benefits).

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

LiveChat

SEPTEMBER 21, 2018

percent more than in 2016 ! The best idea to do that is to introduce gamification. And probably thanks to these pros, last year’s online sales hit the absolute record. In 2017 , customers spent $108 billion online during the holiday season, 14.7 Obviously, it’s a thrilling information for the whole retail industry.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

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.

Big data 40

Big data CRM Analytics Enterprise 40

Natalie Petouhof

FEBRUARY 21, 2016

February 8, 2016 application process begins. August 8, 2016 last day for submissions. September 7, 2016 finalists announced and invited to Connected Enterprise. September 12, 2016 voting opens to the public. September 21, 2016 polls close. And make sure you have data to show your results!

Customer Experience 40

Customer Experience Customer Service Enterprise Big data 40

SmartKarrot

DECEMBER 10, 2020

SaaS gamification is one such technique that has helped businesses up to a vast extent in this context. Gamification has turned out to be quite effective towards that end. The gamification market has grown so big that it was predicted to reach $2.8bn by 2016. What is SaaS gamification? People love games.

Gamification 11

Gamification SaaS Education Upselling 11

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. This year’s Keynote speakers are from a wide range of backgrounds and are experts in the industry, so without further ado – here are this year’s speakers… KEYNOTE SPEAKER SYDNEY 30 th AUGUST 2018. livepro team .

Transportation 40

Transportation Government Multichannel Consulting 40

Verint

NOVEMBER 27, 2017

The basics covered in that September 2016 column do still hold true. The trend toward using more photos, graphics and gamification techniques is a good one, but proceed carefully. As times change and customer preferences evolve, so do the dos and don’ts of constructing effective surveys. Structure your survey to prevent bias.

Surveys 32

Surveys Construction Feedback Gamification 32

Noble Systems

MAY 18, 2017

Do you look like an Archie Bunker show of the 1970’s or Modern Family 2016? When trying to attract millennials to join your organization as a call center agent, you need to make it sexy, i.e innovative. Many organizations are increasingly using technology to deliver this information, which can be via video streaming or social media.

Call Center 40

Call Center Finance Education Technology 40

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Call Center Trends 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

NOVEMBER 23, 2020

It’s intuitive and designed so well for managing customer support tickets” Freshdesk also gets points for its gamification features that help increase agent productivity. Outseta was founded in 2016 with the goal of creating a software that supports all the needs of an early-stage startup. 4.0 / 5 (Capterra).

Chatbots 52

Chatbots Enterprise CRM Customer Support 52