Contact Center Customer Care Gamification 
CCNG
SEPTEMBER 3, 2020
Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. A consultant can be a sounding board for ideas.
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CCNG
NOVEMBER 9, 2022
Maintaining connectedness within a contact center has always presented unique challenges. For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.
CCNG
SEPTEMBER 27, 2023
Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. Customer phone calls cost the company more money.
Fonolo
OCTOBER 9, 2018
Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. Conference attendees can learn more about Fonolo’s cloud-based call-back solutions by visiting booth #207.
Fonolo
JANUARY 15, 2019
This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018.
TechSee
JUNE 25, 2019
of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management.
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