CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start? A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Fonolo

FEBRUARY 2, 2021

Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. Major Call Center Technology Trends in 2021. As FCR becomes a bigger priority, this kind of technology will take off. Voice-to-message technology.

Contact Center 91

Contact Center Technology Call Center Gamification 91

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Gamification Technology There are a handful of tech companies that offer gamification solutions but they’re not all created equal.

Gamification 180

Gamification Best practices Contact Center Metrics 180

CCNG

APRIL 20, 2022

Truth At The Core Contact centers depend on a wide range of technologies to operate effectively. Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? Ten Critical Technologies to Transform Customer Engagement ’. And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics.

Technology 113

Technology Customer Service Gamification Wireless 113

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). The technology adoption chasm has moved us past the initial stage, where early adopters experiment with their customers.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Call Design

MAY 24, 2022

Attracting these technologically proficient workers requires attention now. – Need technology to keep pace. Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits. Gamification also provides continuous feedback.

Gamification 78

Gamification Coaching Enterprise Feedback 78

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. Why does contact center technology matter? What technology is used in a contact center? UPDATED: February 2020.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Noble Systems

APRIL 21, 2020

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. Real-Time Speech Analytics (RTSA) provides real-time screening, as calls are in progress, for more proactive services.

call center software 80

call center software Call Center Technology Contact center software 80

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

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Advanced Analytics Software.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Noble Systems

AUGUST 4, 2020

To address both new and ongoing needs, collection contact centers must rethink their current collection strategy and rely on technology more than ever before. Omnichannel and predictive analytics technologies help collectors adjust to these circumstances.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Contact Center Pipeline

MAY 17, 2016

Mainstream technologies get a lot of press. But I’d like to put a spotlight on a few intriguing niche technologies for your consideration: Desktop Analytics Desktop analytics—aka Desktop and Process Analytics, or DPA—captures agent desktop activity. […].

Technology 100

Technology Analytics Contact Center Gamification 100

Noble Systems

DECEMBER 4, 2019

VoC Technologies that Monitor Feedback and Reward Employees. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

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

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. Customer journey analytics. Gamification. First Name * Last Name Email Address *. August 2017.

Contact Center 69

Contact Center Technology Big data Gamification 69

Noble Systems

MARCH 22, 2021

As we continue to navigate Covid-19 and look beyond the pandemic, many healthcare organizations are rethinking everything from their strategy and staffing to their technology road maps. 6 Healthcare Call Center Technologies. AI-Fueled Speech Analytics Improves Agent Behavior and Patient Satisfaction.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Callminer

JULY 16, 2018

Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. Use gamification. Gamification is the use of games and technology to offer incentives to employees based on their performance metrics.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

aircall

DECEMBER 23, 2020

Over the last 10 years, advancements in technology have changed the face of the B2B sales cycle for buyers and sellers. Advancements in digital technology can assist your sales teams greatly. With so many digital tools to choose from, it can be easy to load up your technology stack to avoid the fear of missing out. Validation.

B2B 62

B2B Sales Technology voip 62

DMG Consulting

MAY 26, 2020

What technology will help us manage this shift? Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move.

Contact Center 48

Contact Center Technology Gamification Management 48

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Achieving these goals requires a special balance between the human touch and technological innovation. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Beyond Philosophy

APRIL 6, 2016

Prioritize and allocate resources (time, money, people, facilities, technology). For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches.

Gamification 236

Gamification Benchmark Automotive Wireless 236

Noble Systems

DECEMBER 4, 2019

VoC Technologies that Monitor Feedback and Reward Employees. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Gamification uses game mechanics to motivate and reward employees for exhibiting desired behaviors, including gathering customer feedback.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

NICE inContact

JANUARY 23, 2019

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. inView Performance Management for CXone is raising agent engagement and motivation with gamification challenges and provides near-real-time updates on their performance, even when they’re working from home.

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

TechSee

DECEMBER 16, 2021

There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges. These technologies are paving the way for new possibilities for the future of call centers. Analytics for insights Companies have finally grasped the hidden gem in customer analytics.

Call Center 124

Call Center Self service Gamification Contact Center 124

CSR Inc.

JULY 17, 2016

It’s a field that – without a doubt – has been exclusively enabled by technology. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

Call Center 48

Call Center Technology Gamification Coaching 48

DMG Consulting

MARCH 27, 2024

WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours. The Workforce Management for the Enterprise in the Digital Era report provides an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology, and innovation.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

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

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

Noble Systems

SEPTEMBER 29, 2020

The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies. Gamification. What is Workforce Optimization (WFO)? What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas. Read more of Paul’s thoughts on SNUG 2019 here.

Gamification 75

Gamification Contact Center Coaching Education 75

Noble Systems

FEBRUARY 10, 2021

Thanks to COVID, companies learned quickly that a flexible, omnichannel cloud-based technology that supports on-site, remote and hybrid working models is fundamental to being able to deliver the best possible experience to customers from anywhere at any time. Anywhere customer service and engagement. Self-serve is the new “preferred” service.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Real Blue Sky

JULY 12, 2022

Advanced Technology in the Contact Center. Technology is transforming how we learn and how we train our agents. This technology can teach new skills, track performance, manage coaching and feedback sessions, conduct testing and assessment, and be used to effectively communicate with colleagues around the world. Speech Analytics.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Noble Systems

JUNE 18, 2019

Attracting these technology proficient workers requires attention now. Need technology to keep pace. Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. Gamification also provides continuous feedback.

Gamification 72

Gamification Feedback Coaching Enterprise 72