Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Fonolo

NOVEMBER 23, 2021

Contact Center Trends: Industry Predictions for 2022. That explains the 600% increase in call volume across various industries’ call centers. That’s a big hit to an industry that already experiences a 30-45% agent attrition rate outside of COVID! Share analytics with your agents. Use a buddy system. .

Call Center 148

Call Center Abandon rate Gamification Education 148

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude.

Technology 122

Technology Customer Service Gamification Contact Center 122

Noble Systems

MARCH 22, 2021

AI-Fueled Speech Analytics Improves Agent Behavior and Patient Satisfaction. AI-fueled speech analytics monitors every agent-patient interaction, regardless of communication channel. Real-time analytics healthcare call center technologies provide instant feedback during an interaction. Contact us today.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Analytics for insights Companies have finally grasped the hidden gem in customer analytics.

Call Center 124

Call Center Self service Gamification Contact Center 124

Noble Systems

JULY 24, 2020

With a changing economy, high unemployment, increasing competition and consolidation, massive regulatory burden, and evolving legal requirements, the collections call center industry is reacting by embracing new approaches and new technologies to improve efficiencies, boost recovery rates, and beat the competition.

Call Center 87

Call Center Technology Gamification Analytics 87

Noble Systems

JUNE 7, 2019

For industry analysts, one of the key points of the SNUG experience is to get an impression of our company and products, and most importantly, how we help customers improve processes and performance. One of Paul’s favorite topics to write about is gamification – he has an extensive catalog of published analysis on the technology.

Gamification 75

Gamification Contact Center Coaching Education 75

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

Noble Systems

FEBRUARY 10, 2021

To meet customer expectations, agents must be able to access all pertinent customer data in one place from a variety of sources – CRM, external databases, speech analytics and other enterprise systems. It enables speech analytics to provide more and more precise insights on customers and processes.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Nicereply

APRIL 7, 2020

These features include but are not limited to a built-in call center, automation rules, gamification, reporting and analysis tools, native live chat widget widgets with proactive chat invitations, and much more. Nicereply enables you to reward your customer service agents by incorporating gamification into their day to day activities.

Gamification 90

Gamification Surveys B2C Feedback 90

COPC

APRIL 1, 2024

Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Noble Systems

DECEMBER 12, 2019

“Noble Systems continues to shine in terms of offering proactive and interactive outbound solutions, but also has staked a solid reputation on offering a complete, integrated portfolio of customer contact applications, with its analytics, AI, workforce engagement and gamification offerings.”

Marketing 80

Marketing Gamification Analytics Customer Care 80

Serenova

MARCH 31, 2020

Agents will be able work from the safety of their own homes while still handling the exponential increase in call volume happening across industries. The analytics provide agents with a sense of control over their environment and make them feel more secure about the future and their own contributions. Connecting a Remote Workforce.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. Contact center analytics that monitors 100% of interactions across channels can provide insight into present-day customer concerns. Analyze issues and trends.

Management 90

Management Gamification Contact Center Coaching 90

Fonolo

MAY 17, 2017

ACDs are one of the most commonly used technologies in the telephony and contact center industry. Gamification. Gamification uses the typical elements of game playing in the contact center as a way to encourage agent engagement and improve retention. Speech Analytics. New Contact Center Technologies You Should Consider.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

OctopusTech

APRIL 25, 2019

Freshdesk has also followed the unique gamification trend to rewards agents with points for each ticket that was solved successfully and in time. The tools of this software also increase agent productivity and analytics plus reports that enable managers to watch-out agent performances. Support Inboxes Accessible by the Entire Team.

Customer Support 90

Customer Support Gamification Multi-channel support Self service 90

Playvox

MARCH 27, 2023

Alternatively, burnout is a legitimate concern that impacts numerous people in various industries. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. There are many different leadership activities I have done in the call center industry…”.

Call Center 182

Call Center Management Scripts Coaching 182

aircall

JANUARY 6, 2021

Financial services are not only important to consumers, the financial services industry plays an important role in the financial health of our country , which has a direct effect on the national economy. . The financial services industry is instrumental in managing financial risks on a national level and keeping the economy strong.

Sales 62

Sales Banking Call Center Upselling 62

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. With speech analytics, agents are equipped with a wide range of voice-based tools, enabling auto-recognition of accent, gender, and emotion. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Noble Systems

JANUARY 2, 2019

In Part 1 of a recent interview with CUSTOMERZONE360, Lee Allum, VP of Marketing, Noble Systems, provides Editor Erik Linask with a rare “behind-the-scenes” look at the factors affecting change across the contact center industry and how Noble Systems has evolved its portfolio to stay aligned with customer needs.

Contact Center 75

Contact Center Gamification Best practices Marketing 75

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

ProProfs Blog

AUGUST 6, 2021

Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Best employee engagement software has an option to analyze survey responses via advanced AI analytics. Integrate with 3rd party tools like google analytics, intercom, slack, salesforce, and more.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Hodusoft

FEBRUARY 9, 2022

As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. Contact Center Technology Trends to Watch in 2022. Video chat .

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Gamification is the future of employee engagement and attrition for the call center. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

Fonolo

DECEMBER 6, 2022

But if a trend towards employee attrition is growing in other industries, you can bet it will only worsen in the call center. Use incentives and gamification . Use technology like speech analytics . DID YOU KNOW? Hiring rates for US companies decreased by 13% this year, making agent engagement and retention vital. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Fonolo

JANUARY 31, 2023

As the industry advances, so do the methods we use to ensure our workforce is performing at its best. These off-site training sessions give employees the chance to keep up with industry best practices and bring back ideas that can help the workplace. Involve your employees in data collection and analytics.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

MAY 9, 2023

Integrate CRM and Other Tools Optimizing your call center dialer software requires integrating it with other vital tools like CRM systems, ticketing software, and analytics tools. Gamification is one of the most effective training methods that fosters both loyalty and efficiency. Prioritize Customer Experience A.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Noble Systems

APRIL 21, 2020

Compliance – Managing and complying with industry regulations is mission-critical to all contact centers. Speech Analytics – Speech Analytics can record and analyze 100% of your calls, even examining a customer’s tone of voice, to identify insights or trends and uncover inefficiency and service issues.

call center software 80

call center software Call Center Technology Contact center software 80

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

Noble Systems

JANUARY 24, 2019

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market. The new location is focused on research and development for Noble’s continually expanding technology portfolio.

contact center workforce 62

contact center workforce Gamification Engineering Contact Center 62

Fonolo

DECEMBER 13, 2022

Experiment with gamification. . Ensure your tech stack meets your budget restraints, satisfies your employees, and brings you the insights and analytics you need to inform your strategy. . Remember the agent feedback we mentioned in step #3? Use that same feedback to develop engagement plans, too. Rewarding great performance. .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135