VHT

OCTOBER 18, 2018

Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue. A major European telecommunications provider wanted to maintain their high-touch, premium brand while encouraging people to use self-service.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 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. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Gamification. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. The performance analytics can deliver advice to analysts in a self-service manner, with critique of their verbal queues, tone of voice, speed of talking, etc. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

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. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. So, without further ado, here are the top three.

Contact Center 80

Contact Center Gamification Call Center Self service 80

TechSee

JUNE 25, 2019

AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. 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. Agent decision support.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

FEBRUARY 6, 2019

In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. ” The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Why Containment Rate Matters. Become a contact center super hero in record time!

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. Don’t Force Self-service on Customers Self-serve options can be great for customers who are in a hurry, but not when they need to speak with an agent.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Fonolo

DECEMBER 4, 2018

The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. 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. Investing in Agents.

Gamification 89

Gamification B2C Contact Center Technology 89

Infinity

MAY 25, 2019

Because of this, it was emphasised that CX needed to remain a priority in 2019. Whilst email and phone calls are still as important as ever, people are looking more into self-service. Yes, there are self-serve options but people still want that human touch. Growing your customer base with gamification.

Marketing 40

Marketing Gamification Surveys Big data 40

Fonolo

DECEMBER 6, 2018

The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. For more information on our web widget and complete suite of solutions, and to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs, visit fonolo.com. Investing in Agents.

APIs 57

APIs Abandon rate Gamification Contact Center 57

DMG Consulting

APRIL 16, 2019

AI IS THE HEADLINER FOR 2019. In the context of autonomous cars, IBM Watson, algorithmic trading, software-defined networks, self-healing applications, healthcare diagnostics, and more, AI is playing an increasingly influential role in today’s world. We’re at a major and exciting inflection point.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Tony: Self Service, we would switch to that. No worries! Here’s the archived version.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Contact Center Trends 2019. Storyline: Gamification. Consumers feel isolated as it is. As Richard J.

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. Zendesk’s social capabilities, for example, came through the acquisition of Smooch in 2019.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52