Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018. KEYNOTE SPEAKER MELBOURNE 12th SEPTEMBER 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

DMG Consulting

OCTOBER 4, 2018

Below a list of some of innovation and distinguishing features among the leading KM solutions in the market: A KM methodology like knowledge-centered support (KCS) and other best practices are being embedded within the applications, which help organizations succeed with the solution. Knowledge Management in the Era of AI.

Management 72

Management Virtual Agent Gamification Technical Support 72

Robert Davis

NOVEMBER 10, 2018

November 13, 2018 – Robert C. Davis and Associates (RCDA) has announced a new partnership with TouchPoint One, a company that delivers best-in-class enterprise performance management solutions to the contact center industry that exceed their clients’ return on investment (ROI) and service delivery expectations. ROSWELL, Ga.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

NICE inContact

SEPTEMBER 30, 2019

Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S. Call centers have the option to promote friendly competition and collaboration through gamification and performance management. 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

DMG Consulting

MARCH 31, 2017

DMG’s tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

NICE inContact

JULY 25, 2019

Your best agents are likely to be ambitious individuals who have nearly mastered their role. According to a Korn Ferry Poll (2018), 33 percent of professionals selected “I’m bored, need new challenge” as their motivation for moving on to another job. Challenges can consistently be given through gamification tools.

Call Center 56

Call Center Gamification Coaching Surveys 56

Vonage

MARCH 26, 2018

For brands to compete – and win – in CX in 2018 and beyond, inside sales reps must focus on making strong emotional connections with prospects, and they must understand and document the emotions that are likely to drive the prospect to purchase. Contact Accelerator also helps sales teams follow best practices.

Customer Experience 48

Customer Experience Interactive Voice Response Gamification Best practices 48

Connecting the Dots

APRIL 3, 2024

Gamification also works well. Using the aforementioned best practices for onboarding and the measurement protocol described below, our client found that support calls caused by that problem declined significantly, and satisfaction and loyalty among these valuable customers rose over 6%, resulting in an ROI of more than 100%.

Education 62

Education B2B Sales Surveys 62

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry. Companies have realized that the customer experience directly affects loyalty and, accordingly, the trend is expected to continue in and beyond 2018. Consistency Across Multi-Channel is a Top Challenge.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176