Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. Leaders then take action to make the customer experience better—even if scores are already stellar.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

Noble Systems

JANUARY 27, 2019

Lee explains that interaction analytics and workforce engagement technologies may actually represent an even more valuable use of fintech, especially when it comes to cultivating exceptional customer experiences. The post Banking Strategies: A guide to effective fintech in 2019 appeared first on Noble Systems.

Banking 75

Banking Analytics Technology Customer Experience 75

Noble Systems

JANUARY 27, 2019

Lee explains that interaction analytics and workforce engagement technologies may actually represent an even more valuable use of fintech, especially when it comes to cultivating exceptional customer experiences. The post Banking Strategies: A guide to effective fintech in 2019 appeared first on Noble Systems.

Banking 75

Banking Analytics Technology Customer Experience 75

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Gamification.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

DECEMBER 13, 2018

Companies should have protocols in place to ensure that call center and customer service employees have the support and resources they need to continue to provide great customer experiences. With a spike in sales, and a spike in customer smiles, your company will be unstoppable this season. Investing in Agents.

Customer Service 113

Customer Service Call Center Gamification Self service 113

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019. This results in higher conversion rates, increased revenue, improved brand loyalty and an enhanced customer experience.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Fonolo

JANUARY 15, 2019

We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year. 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. Investing in Agents.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Fonolo

DECEMBER 11, 2018

And, specifically for wireless service providers, “contacting customer service by phone is the principal pain point for customers.” ” Last year, the Onholdwith.com report revealed Delta Airlines to have the highest instances of complaint Tweets about putting customers on hold. Investing in Agents.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. When: Today, 28 August 2019.

Consulting 48

Consulting Consulting Contact Center Analytics 48

TechSee

MARCH 7, 2019

In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gartner’s report takes a wider view by outlining the need for custom-built VEAs that combine both of these aspects into a solution with the potential to revolutionize contact center operations. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. When: Today, 5 June 2019. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. When: Today, 12 November 2019. improvement.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Noble Systems

DECEMBER 12, 2019

“Noble Systems continues to shine in terms of offering proactive and interactive outbound solutions, but also has staked a solid reputation on offering a complete, integrated portfolio of customer contact applications, with its analytics, AI, workforce engagement and gamification offerings.”

Marketing 80

Marketing Gamification Analytics Customer Care 80

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

Fonolo

JANUARY 10, 2019

As we’ve written about extensively, customer experience (CX) is important. The customer service department is a core element of CX, helping to form brand perception and determine overall business success. It’s simply not possible for a company to operate without having an efficient customer support department.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019. Botanic Technologies and Capito.ai

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 – 2019 Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Differentiated and compelling capabilities driving growth.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. Strong momentum driving market growth and investment.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Fonolo

DECEMBER 4, 2018

The panelists also discuss whether we will see any consolidation, or if companies are going to be faced with supporting a rotating mix of messaging channels as their customers’ tastes change. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Investing in Agents.

Gamification 89

Gamification B2C Contact Center Technology 89

Fonolo

DECEMBER 18, 2018

What drives us is our deep belief in strengthening customer service and customer experience for call centers and contact centers across North America, and the knowledge that our solutions are making customers happier than ever. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Gamification 70

Gamification Contact Center Call Center Customer Service 70

VHT

OCTOBER 18, 2018

The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care. And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers. And those numbers have increased steadily in the last 6 years.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 54

Contact Center Gamification Management Call Center 54

Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees. “At Datagamz Partnership Increases Agent Engagement via Interactive Games.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees. “At Datagamz Partnership Increases Agent Engagement via Interactive Games.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Fonolo

FEBRUARY 20, 2019

The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Therefore, it’s crucial to have certain strategies in place to deal with these scenarios. With the right plan, a contact center can emerge as the hero of the day. Become a contact center super hero in record time! Investing in Agents.

Call Center 89

Call Center Management Contact Center Gamification 89

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. companies with employees who worked remotely—and that’s just counting part-time workers ( Remote.co, 2019 ). 68% of millennial job seekers said a work from home option would greatly influence their interest in working for a company ( Fundera, 2019 ).

Contact Center 54

Contact Center Gamification Call Center call center software 54

Fonolo

FEBRUARY 19, 2019

Customer Experience Trends. The contact center really just one component of the bigger world of customer service or customer experience. On the Horizon: Customer Service Trends in 2019 [Report]. Life Lessons: What IKEA Gets Right About Customer Experience. OnHoldWith.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62