Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

JUNE 10, 2021

Managing a call center team isn’t easy. Call center agents are customer service providers 24/7, which means they need to deal with customers with varying moods all day. Due to the nature of their work, it’s common to see call centers struggle with low agent engagement. So what are you waiting for?

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 94

Call Center Employee engagement Best practices Gamification 94

Calltools

DECEMBER 23, 2020

Managing a call center can be a tedious task. You need to have a wide range of call center software features to drive more engagement and maintain customer experience. Essential Call Center Software Features. With technology evolving, equipping your call center with the right tools remains critical.

call center software 52

call center software Call Center Interactive Voice Response Gamification 52

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. What will 2021 look like for Contact Centers?

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Hodusoft

FEBRUARY 9, 2022

The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. AI technology. Video chat . Remote/Hybrid work support .

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Liveops

MARCH 11, 2021

A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Liveops leverages a social network platform that includes gamification, events and networking among agents. . Watch the full webinar here. . Give your agents time to adapt. Provide professional development.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Playvox

APRIL 11, 2023

But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Calltools

OCTOBER 19, 2022

This year will likely be the same, so contact center managers must prepare for the holiday rush. Follow these nine holiday contact center tips! Train Contact Center Agents. Agents who joined your call center after the last holiday season might not know what to expect in the next couple of months.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Balto

MAY 13, 2022

In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Gamification. Call center work can be tedious at times. Gamification can make things a bit more fun. Research backs up the power of gamification. Provide the Right Training and Tools. This empowers agents.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

DMG Consulting

JANUARY 10, 2022

This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon. Source: DMG Consulting, December 2021.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

NobelBiz

AUGUST 28, 2023

Anticipating the long haul, call and contact center leaders are gearing up for a hybrid work setup. Back in 2021, a whopping 64% of agents were already rocking the remote work vibe. Navigating the multichannel maze is a classic contact center challenge. Check out our free, on-demand Contact Center Gamification Workshop.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

COPC

JANUARY 15, 2024

Call centers typically see ~70% or more of their first-year attrition within the first 90 days.  The gap decreased from a nine-point difference in 2021 (70% vs. 61%) to an eight-point difference in 2022 and further to a five-point difference in 2023.   Onboarding is a “danger zone” for attrition.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. AI will become more prevalent in 2021. Per Metrigy’s * most recent study, 71.6%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Liveops

JANUARY 6, 2022

In turn, virtual call centers, receptionist services, and customer service providers have become more in demand than ever. . Much has been said of the Great Resignation of 2021. Consider gamification, role-playing, and learning modules that cover company/job knowledge as well as brand culture. .

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62

Liveops

MARCH 15, 2021

A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Liveops leverages a social network platform that includes gamification, events and networking among agents. . Watch the full webinar here. . Give your agents time to adapt. Provide professional development.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

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. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Vistio

JUNE 29, 2021

You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations. I, like most people, fell into the call center industry by accident. It can be done using gamification.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Balto

APRIL 20, 2023

Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. Many, in fact, see call centers as the new sandbox for AI-powered customer experience — with an array of new and emerging tools that can boost retention, loyalty, and, ultimately, revenue and profit. 2021, January 11).

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52