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

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

Aspect

JANUARY 30, 2019

Hierbei spielen auch die folgenden drei Trends eine wichtige Rolle: > Selbstverwaltung / Self-Service für Mitarbeiter. > Gamification. Gamification als Methode, die das Erlernen von neuem Wissen und neuem Verhalten spielerisch unterstützt, ist zwar kein neuer Gedanke, aber ein Trend, der an Fahrt gewinnt.

Gamification 54

Gamification Self service Contact Center Chatbots 54

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

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

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

DMG Consulting

FEBRUARY 20, 2025

We asked about business and technology plans for the upcoming year, as weve done for the past ten years (with the exception of 2019), and we requested insights into the benefits they are receiving or expect to realize from leveraging artificial intelligence (AI). Like what you’re reading? Signup for DMG’s free monthly newsletter.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

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

Calltools

OCTOBER 19, 2022

87% of contact center agents worked from home in 2021 — up from 19% in 2019. Implement Gamification Dashboards. Gamification is a fun and interactive way to set milestones for agents during the holiday period. Gamification dashboards can motivate employees to reach daily, weekly, or monthly goals.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

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

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

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

Connecting the Dots

APRIL 3, 2024

A technology company included this warning to encourage customers to use self-service channels rather than calling tech support. Load the self-service mobile app on their phone before the customer leaves. Gamification also works well. Broetzmann, S, Strategic Customer Service (Second ed.). 2020, January 23).

Education 62

Education B2B Sales Surveys 62

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