Fonolo

NOVEMBER 22, 2022

This is a 2-day virtual bootcamp course led by a live ICMI certified instructor, and covers key management practices for the contact center, important terms and definitions, how to meet service levels consistently, best practices in contact center forecasting, and much more! More on ICMI’s Contact Center Management Boot Camp ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. Understanding the Customer Journey: Knowing how the contact center fits into the overall customer experience.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

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. Quality Management. Gamification. Try these additional resources: BLOG: Call Center Software 101: Introduction to Customer Contact Technology • read.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

FEBRUARY 20, 2024

Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive. We would not have been able to make the progress we have without Playvox WFM,” summarized Anokhee Mepani, Director of Global Operations / Technical Services, at MongoDB.

Management 88

Management Gamification Calibration Quality management 88

Serenova

JUNE 11, 2019

And while workplace stress is a clear threat to the health of individual employees, it also directly correlates to the perennial contact center challenges of agent recruitment, retention and engagement, all of which have very direct effects on customer experience. Connect Performance Management to Purpose. Antidotes to Burnout.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

Calabrio

MARCH 7, 2025

Put Agent Engagement at the Core of Your Contact Center Management Strategy Communication is central to a larger point thats worth driving home: engaged agents are more likely to stayand more likely to drive excellent customer experiences.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. And why is it so critical to customer service and the all-important hub that is the omnichannel contact center? Todays software ensures that experiences are not just visible but measurable.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

COPC

MARCH 11, 2024

Gamification: Is the platform equipped with advanced gamification features to enhance motivation, engagement, and performance from preboarding through to onboarding? Judi Bolden, VP CX Improvement Strategist Boaz Gordon, VP Customer Experience, Centrical The post Leader’s Guide to Call Center Retention appeared first on COPC Inc.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. One fun way to provide recognition is via a gamification solution.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

MARCH 12, 2024

When agents are motivated by a sense of purpose, they are more likely to remain committed to their role, resulting in reduced turnover and a more consistent, high-quality customer experience. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

CSM Magazine

FEBRUARY 7, 2023

So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options. This means they rarely forget wonderful or horrible customer experiences. Unleash the chatbot!

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Analytics-enabled quality management (AQM) (a.k.a. automated quality management). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Serenova

JUNE 5, 2020

That’s all bad news for call center agent productivity and customer experience. You can help combat this by dialing up feedback with quality management tools. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. After all, the employee experience drives the customer experience. will ultimately fall flat.

Contact Center 77

Contact Center Coaching Metrics Gamification 77

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

JANUARY 9, 2023

With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.” Visit www.playvox.com for more information.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Aspect

SEPTEMBER 21, 2018

Your agent’s ability to work from home will define the success of your program, and will have a direct impact on the customer experience delivered. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Call Design

FEBRUARY 10, 2022

The market for providing a high-quality customer experience has become increasingly difficult in recent years. Effectively delegating this work allows agents to focus on more critical elements of the customer experience rather than simple data entry. Analyse Customer Service at a Higher Degree.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Outsource Consultants

FEBRUARY 27, 2025

Indian call centers now provide seamless customer experiences across multiple channels, including voice, chat, email, and social media. A study by Aberdeen Group found that companies with strong omnichannel engagement retain 89% of customers. This approach has led to significant improvements in first-call resolution rates.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. The platform integration with Calabrio workforce management software will enable automatic scheduling of training based on individual agent metrics or gaps.

Coaching 52

Coaching Gamification Customer Service Quality management 52

DMG Consulting

DECEMBER 7, 2020

Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

DMG Consulting

JANUARY 10, 2022

The working world has changed, and so must contact centers; companies that want to be able to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment that enables them to deliver a consistently outstanding customer experience (CX). CX is More Important than Ever.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

FEBRUARY 20, 2025

In December 2024, DMG issued a worldwide survey through our network of media partners designed for enterprise, customer experience (CX), contact center, and IT executives. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0% of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

NICE inContact

MARCH 29, 2018

Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inView TM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Issues are identified and addressed immediately.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

Customer Centric Support

SEPTEMBER 1, 2016

Both the agent and the customer experience will be exponentially better with 360 degrees of partnership – agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, and everyone partnering with customers to foster a meaningful relationship.

Customer Service 48

Customer Service Gamification Customer centricity Quality management 48

CSM Magazine

MARCH 13, 2022

According to the findings , most companies (89%) in the UK and island of Ireland believe customer experience is an intrinsic part of their brand and it’s everyone’s responsibility to uphold within the organisation. In fact, globally, 97% of businesses say employees empowered with the right technology can transform customer experiences.

Gamification 52

Gamification Customer centricity Self service Surveys 52

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

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. Ensure you’ll continue to have access to your complete customer histories.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. As a customer service center leader, improving the efficiency of your customer service center is always the top priority.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

NICE inContact

NOVEMBER 6, 2018

Inadequate contact center software can not only hamper your ability to manage your operation appropriately, but also inhibit your agents from providing the superior customer experience you want to offer. In order to be able to make any educated decisions, remember the old saying: you cannot manage what you cannot measure.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

CSM Magazine

FEBRUARY 17, 2021

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. They become free agents with the power to transform the customer experience (CX). Success begins with a smarter approach to Workforce Engagement Management (WEM).

Gamification 52

Gamification Analytics Employee engagement Quality management 52