Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Social Media as a Contact Center Touchpoint.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). WFO’s Journey into the Future .

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. View this document on the publisher’s website.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

AUGUST 23, 2017

You can also try using gamification techniques to support ongoing knowledge and proficiency gains. Try recognizing excellent performance, creating friendly competition among teams, and providing non-financial (or financial) rewards to winners. Are your employees expressing the desire to be more mobile?

Gamification 42

Gamification Employee engagement Contact Center Best practices 42

CSM Magazine

JANUARY 25, 2023

Build a team of brand guardians —as consumers continue to tighten their belts, competition is fiercer than ever and contact centres need to engage more intimately with customers to influence brand perception, win sales and build longer-term loyalty.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Contact Center 33

Contact Center Marketing contact center workforce Gamification 33

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. Call Centers.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52