Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. are planning to add one by the end of 2020, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 global organizations. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. Gamification. WFO TERMS TO KNOW. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Talkdesk

SEPTEMBER 8, 2020

According to Global News Wire , COVID-19 related phishing and malware attacks increased dramatically from under 5,000 per week in February 2020, to over 200,000 per week in late April. Turning your coaching strategy into a game will improve training engagement. Cybersecurity hackers lured by this newfound opportunity.

Contact Center 71

Contact Center Gamification Coaching Personalization 71

TechSee

JUNE 25, 2019

In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Contact Center Pipeline reports that increasing the focus on coaching and development for agents is a top priority for contact centers worldwide. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Playvox

NOVEMBER 16, 2021

But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team. Since going live in 2020, Sweaty Betty leaders have conducted more than 4,000 agent quality assessments, a number the team couldn’t have hit using a manual approach. More companies are using gamification to train their employees.

Quality management 78

Quality management Management Coaching Contact Center 78

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. Foundational component of next-gen, digitally transformed service organizations. Where: Available at the DMG Consulting online store. are covered at a high level.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Training and coaching have never been more vital to success. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Effective agent training and coaching have been a top priority for contact centers for a long time. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Enhance Social Engagement.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. If not, this read might help set you up for a merry holiday peak in 2020. See you back here in 2020 – ready to tackle a bright, shiny new decade!

Contact Center 62

Contact Center Morale Gamification Transportation 62

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. You can pair this with gamification that encourages learning. Plus, it can help agents develop necessary skills by automatically generating coaching sessions triggered by your performance thresholds.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Effective agent training and coaching have been a top priority for contact centers for a long time. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Enhance Social Engagement.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

CSM Magazine

DECEMBER 15, 2020

Workforce Management (WFM) has come to mean so much more in 2020. Fortunately, the latest WEM solutions cover the complete employee lifecycle from recruitment to onboarding, coaching to e-learning, team communications to interactions, task assignments to performance targets, gamification to acknowledgment and reward.

Management 52

Management Schedule adherence Gamification At home agents 52

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Playvox Motivation helps you do that through gamification and healthy competition. So why the disconnect?

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

NobelBiz

AUGUST 18, 2020

2020 is the year of big changes, and it’s also the year where you need to make sure you’re not losing money and time on people that should’ve been fired a long time ago. Make Work Fun with Gamification Call centers aren’t fun environments, usually. Time typically allows for anyone within a company to have a chance at a promotion.

Call Center 52

Call Center Management Gamification virtual call center 52

Creative Virtual

JULY 18, 2019

With industry experts predicting the year 2020 as the point when customer experience (CX) will overtake product and price as the number one way companies will differentiate themselves from the competition, organisations can’t risk ignoring these common contact centre issues. Not all chatbots are designed for the contact centre.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. Jennifer: As far as working remotely right now, in terms of technology, we have to monitor the calls to make sure that we can provide the appropriate coaching and feedback.

call center workforce 52

call center workforce Call Center Management Gamification 52

JustCall

NOVEMBER 16, 2022

billion between 2020 and 2024. Using an eLearning strategy can interactively guide consultants through all kinds of basic queries, testing them through gamification, and tracking their progress. Mobile learning is an important part of eLearning for call center employees which is forecasted to reach $80.1 billion globally by 2027.

Call Center 52

Call Center Consulting Consulting Education 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. billion in 2020. Today’s contact center leaders need a QM solution that’s built for digital channels so they can access the right data and tools to engage, coach and develop employees – before an issue occurs.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

3CLogic

JANUARY 5, 2022

While many contact centers made the switch to a distributed workforce in 2020, it was predominantly seen as a temporary situation. Providing individualized coaching. A robust coaching program that leverages metrics is especially critical to empowering agents to be at their best. Fostering a supportive work culture.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52