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

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

Following are some helpful workforce optimization strategies for improving agent engagement and the agent experience overall: 1. One emerging trend in contact center workforce management is shift bidding. Gamification. As it turns out, gamification has proven to be a powerful way to bolster agent engagement.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

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 Analytics 62

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

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

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 40

contact center workforce Gamification Engineering Analytics 40

Noble Systems

SEPTEMBER 29, 2020

Optimize operational performance and lower costs – Get the critical data and feedback you need to effectively and efficiently manage agent and workflow processes across functions and teams, giving you a unified view of contact center performance. Workforce Management. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

Aspect

JANUARY 21, 2019

Easy, remote access to key contact center workforce management tools : Mobile apps allows agents to easily change their schedules and let supervisors easily manage agent schedules…from anywhere. A fun environment where employees can interact with their peers : Add individual and team gamification with awards and badges.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

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. Want more tips on how to enhance the experience of your hybrid contact center workforce? It can deliver positive feedback on a client interaction, recognize an agent’s strengths, or simply express appreciation for their contributions to the team.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Noble Systems

APRIL 14, 2021

An effective workforce management and scheduling tool helps manage flexible shifts and reduces administration time. Gamification tools help agents easily see their goals and their progress towards achieving them, while transforming daily routines into rewarding competitions that get your employees engaged and motivated.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

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.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The Next Act for Contact Center WFO.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Verint

AUGUST 17, 2017

Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. Not to be overlooked is the fact that there are also several emerging and established solutions that directly address the challenges of the changing contact center workforce.

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

Serenova

APRIL 9, 2019

However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents. Bridge the Gap Between Generations.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

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

NobelBiz

MAY 22, 2022

WATCH NOW Ensure a reasonable degree of cross-campaign agent compatibility Call center campaigns (inbound, outbound, or blend) can see a lot of fluctuation in activity, volume, or demand.

call center workforce 52

call center workforce Call Center Management Gamification 52

DMG Consulting

APRIL 16, 2019

The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, text, and desktop (and, (..)

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

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%. How AI Is Revamping the Contact Center. The Contact Center Workforce of the Future. Retrieved May 2nd, 2023, from [link] IBM AI Insights Contributor. 2020, June 25). 2023, March 17).

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52