Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Improve quality – Gamification should be tied to positive feedback and teaching moments as opposed to adding a “hunger games” mentality.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

MAY 2, 2023

The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience. Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? It’s a win-win. They are adaptable, resilient, and self-sufficient.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

Monet Software

OCTOBER 22, 2018

At Monet we are constantly reviewing the UI aspect of our contact center solutions, to make sure they provide a user-friendly experience and allow managers and agents to efficiently complete their daily tasks. Looking for blogs, demos, whitepapers, webinars or case studies? You’ll find them all here as well.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

Enghouse Interactive

JULY 29, 2021

of business executives (2020 NTT/DiData Customer Experience Benchmarking Study), see the customer experience that their organizations provide as a key differentiator and the number one indicator of their overall strategic leadership. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 97

Scripts Contact Center Benchmark CRM 97

Enghouse Interactive

JUNE 17, 2020

As an added benefit, studies have found that this approach also reduces lost or abandoned calls, increasing the number of calls handled satisfactorily. For issues, people have become comfortable dealing with automated online support as their first point of contact…and in fact, they prefer it.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NICE inContact

NOVEMBER 8, 2019

No other contact center solution has it in one place, built in already so you aren’t looking at more customization or development. Easier than ever to get started to save development time and money. Building customer loyalty and advocacy are a must have in today’s competitive customer experience economy. Check out these videos.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

MAY 7, 2021

That being said, our experience, consistent with many recent analyst studies and reports (1,2) identifies that achieving customer-centricity is not a single facet initiative. As a result, customers increasingly view their digital customer experience as insight into how your organization handles everything else.

Customer centricity 90

Customer centricity Technology Contact Center Best practices 90

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Fortunately, your staff succumbing to burnout is not inevitable.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Enghouse Interactive

APRIL 13, 2021

Lastly, when considering the evolution of legacy infrastructure to support the integration of CCaaS, the next logical question is whether or not to extend the organization’s contact center capabilities by integrating it with a UC or UCaaS solution. Metrigy’s (5) recent study illustrates this trend to integrating UC with CC.

Contact Center 93

Contact Center Morale Technology Self service 93

NobelBiz

JUNE 4, 2024

Trust NobelBiz OMNI+ for a superior contact center solution. Reporting and Analytics Robust reporting and analytics features are essential for monitoring call center performance, identifying trends, and making data-driven decisions to improve service quality.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Enghouse Interactive

JULY 7, 2020

Studies have shown that the use of Knowledge Base typically reduces support costs by $1-3 Million for organizations with 500+ seat contact centers, while also helping to improve Customer Satisfaction and NPS scores. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

FEBRUARY 9, 2021

Per Metrigy’s * most recent study, 71.6% Their most recent research “ Customer Engagement Transformation: 2020-21 Research Study” was undertaken in August – October of 2020, and reflects key learnings from their transformation accelerated by the Covid-19 pandemic. Let’s look at the four most notable ones: Intelligent Routing (32.9%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Serenova

JUNE 20, 2019

The book is based on the first-ever studies of Gen Z’s workplace attitudes. It includes information from interviews with hundreds of CEOs and thought leaders on generational issues, as well as cutting-edge case studies. Challenge: FOMO. Yet, far too few companies have tightly integrated customer care with their mobile applications.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Playvox

MARCH 12, 2023

If a new way to perform heart surgery was developed that ensured a 99.99% success rate, it would make sense for all practicing surgeons to study, learn, and implement this new operation. The same can be said for contact center training.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Enghouse Interactive

JANUARY 13, 2021

They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

NobelBiz

FEBRUARY 14, 2022

Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. The Call Center Stress syndrome has been identified through numerous studies aiming at finding the cause of high absenteeism in the Call Center industry.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

NobelBiz

APRIL 5, 2022

Furthermore, empowering contact center personnel to manage the quantity of calls in their personal queue might incentivize them to minimize call times when queues surpass a specific level. Of course, if you believe your call center quality management is currently at an optimum level, it may be time to add extra personnel.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Enghouse Interactive

FEBRUARY 18, 2021

Do It Now Transform your contact center from a cost-center into a powerful revenue generator. Their most recent research “ Customer Engagement Transformation: 2020-21 Research Study” was undertaken in August – October of 2020 and reflects key learnings from their transformation accelerated by the Covid-19 pandemic.

Contact Center 56

Contact Center Analytics Self service Metrics 56

Global Response

MARCH 1, 2022

An omnichannel contact center model can help you track this metric more closely, as it allows you to streamline all customer communications to understand which touchpoints a customer has already used to interact with your brand, or where else they have contacted you. Speed of answer.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Global Response

MARCH 18, 2022

Quality Assurance measures the quality of an agent’s assistance and etiquette during a call. In order to measure this, you’ll need to develop a checklist of factors that will comprise your quality assurance measurement, and then have a quality management team or quality assurance manager listen to recorded calls to assess the quality.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71