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

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite. Read our 101 Intro to Call Center Software to learn more about common technologies and tools.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Fonolo

OCTOBER 3, 2018

Added to this is a concerted effort to make work life more fun for contact center agents who we know interact with a wide range of customer personalities every day. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line. No Money, Honey.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center. Gamification.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

USAN

MAY 10, 2022

Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. Gamification. Shift Bidding.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Management 62

Playvox

JANUARY 5, 2022

Another fun way to recognize your team is through gamification. Training takes time away from an agent’s customer-facing job function. But your organization will see the payoff when these employees provide enhanced customer experiences and are more engaged overall. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments.

Consulting 59

Consulting Consulting Marketing Management 59

Verint

AUGUST 17, 2017

Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. The potential impact of the millennial generation as both customers and employees has been a subject of study at both Saddletree Research and the NACC for the past several years.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Verint

AUGUST 23, 2017

That means almost two-thirds of today’s employees are fairly unmotivated and more likely to be inefficient, make mistakes, offer a poor customer experience, feel disconnected from their work and what is happening around them—and consider looking for a different job. Think about that for a minute.

Gamification 42

Gamification Employee engagement Contact Center Best practices 42

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

NobelBiz

MAY 22, 2022

Effective workforce management leads to a better customer experience, cost savings, and, probably most importantly, higher employee engagement and attrition. Next, let’s go through a non-exhaustive list of benefits that can come with improved workforce management.

call center workforce 52

call center workforce Call Center Management Gamification 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

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%). Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. All three top metrics point towards an emphasis on the customer experience.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52