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

DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Hodusoft

FEBRUARY 9, 2022

With online consumerism on the rise, 2021 saw customers demand quick resolution to their queries, high-quality customer assistance, and seamless ways to connect remotely. By 2021, contact centers will have to invest in technologies like VoIP systems, SMS service, chats, and so on. Self-service. The way forward.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

NobelBiz

MAY 9, 2023

from 2021 to 2028 to reach USD 12.2 billion in 2020 and is expected to grow at a compound annual growth rate (CAGR) of 37% from 2021 to 2028. Gamification is one of the most effective training methods that fosters both loyalty and efficiency. billion by 2028.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. AI will become more prevalent in 2021. planned, 46.5%

Contact Center 68

Contact Center Self service Chatbots Average Handle Time 68

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

DMG Consulting

MARCH 31, 2019

Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals.

Consulting 48

Consulting Consulting Marketing Management 48

NobelBiz

AUGUST 28, 2023

Back in 2021, a whopping 64% of agents were already rocking the remote work vibe. Check out our free, on-demand Contact Center Gamification Workshop. Anticipating the long haul, call and contact center leaders are gearing up for a hybrid work setup. Here’s a quick checklist to get you started.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

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. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

JivoChat

JULY 27, 2021

In the first quarter of 2021, nearly 60% of online traffic came from mobile devices. Use gamification. Gamification is a powerful way to influence customers and reward loyalty. Enable customer self-service. Focus on the mobile experience. With the increase in smartphones, apps create new ways to engage customers.

Gamification 52

Gamification Chatbots Sales Feedback 52

Fonolo

APRIL 27, 2021

As an alternative to outsourcing, try reinvesting in your existing staff with a refresher on customer service technologies and processes, and incorporating gamification as part of that process. Top Contact Center Technology Trends in 2021. Offer self-service to your customers.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

3CLogic

JANUARY 5, 2022

Consider how the contact center landscape changed during 2021 alone. Recapping How Contact Centers Evolved In 2021. employees were working fully or partially remote in September 2021, and 91% of those individuals want to continue working at least partially remote. How much can voice self-service actually handle?

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52