Liveops

FEBRUARY 28, 2019

When it comes to customer service, receiving a Stevie Award is one of the world’s top honors a contact center organization or professional can accept. What did Liveops win at the 2019 Stevie Awards? Our agent certification eLearning program won GOLD for Customer Service Training Product of the Yea r.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams. Get in the game.

Call Center 117

Call Center Technology Gamification Coaching 117

Fonolo

JANUARY 9, 2019

It’s reasonable that companies will be more reluctant to invest in Facebook Messenger as a customer service channel. The term “AI”: Less Promiscuous in 2019? So many questions, and so much to watch in 2019. The Top Contact Center Trends to Watch in 2019. Apple Business Chat is moving slow as molasses.

Contact Center 70

Contact Center Gamification voip Chatbots 70

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 59

Contact Center Gamification Analytics Average Handle Time 59

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. Gamification. Get inside their hearts.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

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. ICCU takes a fresh, unique approach to customer service, and it shows. When ICCU—the number-one performing credit union in the U.S.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

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 11, 2018

And as those of us in customer service know to a sobering degree, Twitter has quickly become a go-to platform customers use to shout about frustrating customer service experiences. And, specifically for wireless service providers, “contacting customer service by phone is the principal pain point for customers.”

Airlines 100

Airlines Telecommunications Wireless Gamification 100

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

CSM Magazine

JUNE 27, 2019

The AI Market and Gamification markets continue to grow at an amazing pace. Research shows the Gamification global market will have a CAGR of over 30% from 2019-2024. The new technology utilizes real time AI and Gamification to improve CX agent efficiency and engagement. AI is expected to have even stronger growth.

Gamification 40

Gamification Marketing Call Center Contact Center 40

Fonolo

DECEMBER 4, 2018

Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication battling for the future of customer service: Messaging, chat, and text. The expert panel discussed the impact of messages on customer service, the importance of chat, the implications of engaging through text, and so much more!

Gamification 89

Gamification B2C Contact Center Technology 89

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

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. In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018.

Contact Center 80

Contact Center Gamification Call Center Self service 80

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Fonolo

FEBRUARY 20, 2019

Social listening is a brilliant tool to have as a customer service executive in the midst a brand crisis. It can also help you in crafting an apology and offering a targeted solution, ensuring your agents are well-prepared for aggrieved customers. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Call Center 89

Call Center Management Contact Center Gamification 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. See you in January! Investing in Agents.

Gamification 70

Gamification Contact Center Call Center Customer Service 70

Fonolo

FEBRUARY 14, 2019

Agents are required to deal with challenging, frustrated customers, with the knowledge that the calls (and their performance) are being monitored and timed. News Careers report found that customer service representatives suffer from below-average job flexibility. The Top Contact Center Trends to Watch in 2019.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Fonolo

JANUARY 17, 2019

IKEA’s long-running epic success is the result of its allegiance to a specific set of principles that guide its every move: To nurture loyalty, a company must dare to be a fixture at every stage of customers’ lives. It must meet their needs with products, online and in-store experiences, and customer service offerings.

Customer Experience 111

Customer Experience Gamification Contact Center Technology 111

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

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. Chat, Messaging, and Customer Service. Apple’s Business Chat Has a Golden Moment to Dominate Customer Service.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. It was time for Sweaty Betty to switch to an automated solution with some muscle – one that could adapt to the company’s dynamic requirements and nurture its long-standing focus on providing winning customer service.

Quality management 78

Quality management Management Coaching Contact Center 78

Calltools

OCTOBER 19, 2022

Escalate complaint calls to the correct team member to improve the customer experience. Your values might include accountability, respect, and customer service. That makes it easier for other agents to identify a customer’s needs. 87% of contact center agents worked from home in 2021 — up from 19% in 2019.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Fonolo

FEBRUARY 6, 2019

Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. One of the big fallacies you hear when people discuss AI and customer service is confusing containment with coverage. ” The Top Contact Center Trends to Watch in 2019.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. How are you currently tracking quality for your customer service team? Are you a customer service manager who also happens to be an Excel whiz? Consider These 7 Things appeared first on Customer Service Life. No formulas required.

Calibration 64

Calibration Quality calibration Contact Center Gamification 64

CSM Magazine

JULY 21, 2020

The only difference now is that technology can automate the gamification process, making it a great way of educating and motivating new starters, especially remotely. Virtual gamification has the added bonus of reducing onboarding time while making learning fun. John Bhairoo is Director of Black & White Recruitment.

Gamification 52

Gamification Cloud contact Surveys Education 52

Fonolo

JANUARY 23, 2019

The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. And: Don’t forget to check out 5 Intriguing Call Center Acquisitions from the First Half of 2018 where we covered Cisco-Accompany, Genesys-Altocloud, NICE-Mattersight, 8×8-MarianaIQ, and Dialpad-TalkIQ. Investing in Agents.

Contact Center 62

Contact Center Gamification Call Center Marketing 62

Fonolo

DECEMBER 5, 2018

The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. But beyond that, we all benefit from a strong and competitive Avaya because it forces everyone else in our space to keep moving forward. With that in mind, today was a good day. Become a contact center super hero in record time!

Gamification 57

Gamification Contact Center Call Center Marketing 57

Calabrio

JUNE 17, 2019

In 2019, we are finally seeing this prediction come to fruition. Add Gamification. Studies have shown that implementing a gamification component to your KPI’s is a very effective way to motivate your employees to high levels of performance. Always remember: happy agents means happy customers!

Contact Center 40

Contact Center Management Gamification Morale 40

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries!

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

Connecting the Dots

APRIL 3, 2024

For example, in the IT industry, the software buyer may be a Systems Administrator who is procuring the application on behalf of a variety of downstream users or customer service staff in other departments. Customers who had no memory of such education and warnings were more than twice as likely to be detractors on an NPS scale.

Education 62

Education B2B Sales Surveys 62

Fonolo

NOVEMBER 17, 2020

That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . More than two-thirds of service providers will move their contact centers to the cloud in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

APRIL 20, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%). Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. 2019, November 5). 2019, August 27). The average age was 42.14 Fast Company.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52