Fonolo

APRIL 27, 2021

By offering call-backs , customers are empowered to save their place in the phone queue, hang up, and receive a call-back when the next available agent is free. The business case for call-backs is clear: they smooth out call spikes, improve the customer experience, lower your telco costs, and reduce abandonment rates.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

TechSee

DECEMBER 16, 2021

In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of call centers. The Distributed Workforce After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or hybrid model.

Call Center 124

Call Center Self service Gamification Contact Center 124

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. New-gen WFM takes staffing and service optimization to the next level. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Management 62

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints. Interested in learning more?

Contact Center 98

Contact Center Gamification Self service Analytics 98

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021. What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

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. Gartner’s report takes a wider view by outlining the need for custom-built VEAs that combine both of these aspects into a solution with the potential to revolutionize contact center operations. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Hodusoft

FEBRUARY 9, 2022

AI technology will get a solid grip making it to the list in call center technology trends , as both agent and customer experience driver, through augmented accuracy and optimizing efficiency and speed. By 2021, contact centers will have to invest in technologies like VoIP systems, SMS service, chats, and so on.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

NobelBiz

MAY 9, 2023

from 2021 to 2028 to reach USD 12.2 With dialers, contact centers can greatly improve their operational efficiency, leading to a more satisfied customer base and happier agents. Customer Experience Generally speaking, automated dialers can have a significant impact on the customer experience.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Calltools

DECEMBER 23, 2020

You need to have a wide range of call center software features to drive more engagement and maintain customer experience. Interactive voice response helps create a seamless caller experience by allowing them to select an option and get routed to the most appropriate agent. Gamification.

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

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Calltools

OCTOBER 19, 2022

Escalate complaint calls to the correct team member to improve the customer experience. Your values might include accountability, respect, and customer service. That makes it easier for other agents to identify a customer’s needs. 87% of contact center agents worked from home in 2021 — up from 19% in 2019.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

COPC

NOVEMBER 15, 2023

This precision is critical in frontline customer experience operations where early attrition (within 90 days) is costly in multiple ways. The COPC Employee Engagement Research Series provides customer experience (CX) leaders with comprehensive insights about contact center staff satisfaction and the drivers of employee engagement.

Call Center 94

Call Center Employee engagement Best practices Gamification 94

Quiq

DECEMBER 29, 2021

Customer expectations are rising. Average weekly support requests are up 20% since the start of the pandemic, according to Zendesk’s Customer Experience Trends Report. And despite the increased challenges of the pandemic (or possibly because of it), customer expectations are skyrocketing. Gamification. .

Gamification 52

Gamification Chatbots Sales Surveys 52

DMG Consulting

JANUARY 10, 2022

The working world has changed, and so must contact centers; companies that want to be able to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment that enables them to deliver a consistently outstanding customer experience (CX). CX is More Important than Ever.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

MARCH 31, 2017

DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 17, 2019

“CJA solutions allow businesses to leverage insights and intelligence from interaction analytics and other enterprise systems to identify and deliver relevant and personalized communications and recommendations to drive an enhanced customer experience.”. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Analytics 48

COPC

JANUARY 15, 2024

Ongoing feedback keeps frontline staff motivated and engaged, leading to better customer experiences and higher job satisfaction, reducing attrition.  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.  

Best practices 78

Best practices Employee engagement Coaching Feedback 78

DMG Consulting

SEPTEMBER 26, 2018

The result is increased demand for real-time speech analytics, which can deliver accurate and timely insight and guidance to agents during interactions with customers, mitigating liability risks and guiding interactions to results that are mutually beneficial for the enterprise and the customer.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

JULY 31, 2019

Call tracking can integrate with applications like customer relationship management (CRM) systems, interactive voice response (IVR) systems and intelligent virtual agents (IVAs) to leverage customer data and deliver highly relevant and customized communications and recommendations.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

OCTOBER 17, 2019

DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

DMG anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. The WFM market is performing extremely well, and DMG expects it to continue to grow at a strong rate even though it is a mature market.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 18, 2017

DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

DECEMBER 11, 2019

DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

JivoChat

JULY 27, 2021

Increasing customer engagement over the long term also boosts the likelihood of word-of-mouth referrals, a golden source of new business. Improving the customer experience. Engaging customers helps you improve their experience as they purchase and implement your solution. Increasing customer loyalty.

Gamification 52

Gamification Chatbots Sales Feedback 52

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). There’s never a dull day when you’re working in customer experience. It can be done using gamification. But in my mind, this is probably the frontline solution of 2021.

Contact Center 52

Contact Center Consulting Consulting outsourcing 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. 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. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Connecting the Dots

APRIL 3, 2024

Considering the high rate of preventable customer problems across all industries, installing a process to help customers get it right should be at the top of any corporate list of initiatives to improve the customer experience. Gamification also works well.

Education 62

Education B2B Sales Surveys 62

JivoChat

JULY 5, 2021

trillion in 2021, according to figures reported in the latest Adobe Digital Economy Index. Data Science and Reporting: Use AI, predictive analysis, and machine learning to get a big picture of your customers and use this data to grow your business. Facebook stores through StoreYa can be customized to match your brand’s feel and look.

Advertising 52

Advertising Analytics Sales Enterprise 52

Playvox

JANUARY 13, 2022

Customer Chit-Chat. billion smartphone users worldwide in 2021. Chat apps like these make it easy for customers to send you messages and images, and, yes, even to interact on a voice or video call. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Gamification.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

NobelBiz

AUGUST 28, 2023

Back in 2021, a whopping 64% of agents were already rocking the remote work vibe. But here’s a more comprehensive list: Consistent customer experiences across all channels. Unified customer data for personalized interactions. Reduced customer effort and improved satisfaction.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98