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. Gamification. When gamification is introduced into a contact center environment, agents compete to complete objectives and outpace colleagues in specific metrics such as hours worked and average speed to answer.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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. About DATAGAMZ.

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. About DATAGAMZ.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

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

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. I would say it’s on the “wonkish” side as far as metrics go. ” The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Investing in Agents.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

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. When you equip agents with the training and tools needed to do their job well, they will reward you with service level metrics met and exceeded.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Fonolo

FEBRUARY 19, 2019

Call Center Metrics. On the Horizon: Customer Service Trends in 2019 [Report]. 4 Contact Center Reports to Kick off 2019. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Apple’s Business Chat Has a Golden Moment to Dominate Customer Service. OnHoldWith.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. Gamification encourages agent engagement and drives desired outcomes. Overall turnover statistics in the call center industry as a whole vary greatly, but on average, turnover is between 30 and 45 percent.

Management 54

Management Gamification Contact Center CRM 54

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. Some metrics that we regularly look at include: Overall quality averages as well as individual agent performance. A comparison of our scores against other key metrics like handle times and customer satisfaction. Click here to read the original.

Calibration 64

Calibration Quality calibration Contact Center Gamification 64

Fonolo

DECEMBER 5, 2018

In today’s report , one of the most impressive numbers was “UCaaS/CCaaS seats grew 312% year-over-year” Counting seats is probably less satisfying for someone doing a purely financial analysis, but in many way this is a more important metric than revenue. The Top Contact Center Trends to Watch in 2019. Slides are here.

Gamification 57

Gamification Contact Center Call Center Marketing 57

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Contact center agents may also take issue with the performance metrics being used to assess them. The post What is Call Center Performance Management?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

ChurnZero

JULY 12, 2019

Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs. Set Objectives and Target Metrics.

Accountability 75

Accountability Metrics Education Marketing 75

NobelBiz

AUGUST 18, 2020

Back in late 2019, on our very first podcast episode, he went into how he likes to show up for his people. A great way to get over this is to make their success more attractive – whatever the call center metrics associated with it. Make Work Fun with Gamification Call centers aren’t fun environments, usually.

Call Center 52

Call Center Management Gamification virtual call center 52

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! And actually, Forresters themselves say that 60% of chat bot deployment in 2019, they won’t have this live agent safety net attached to chat versions. Did you miss this Customer Experience Update Webinar from the end of November?

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Vistio

FEBRUARY 1, 2022

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. I know there’s a lot out there, like gamification or free pizza or whatever it is. ” I need those metrics. Absolutely you do. I’m like, “Okay.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Contact Center Trends 2019. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

APRIL 20, 2023

We asked respondents which metrics they were most concerned with, and their results varied when broken down by whether or not they had done layoffs. What remains true, however, is that the budget metrics we did measure had a correlation with the pressure respondents felt in their day to day. What are their priorities?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52