Aspect

OCTOBER 19, 2017

We are now 5 months into our 2 nd year of collecting data from our customers and prospects and have some early insights and trends to share. Below we’ve shared three pieces of insight that we were able to gather from our initial responses. Less than half of the respondents felt that their IVR was providing a good customer experience.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

NobelBiz

FEBRUARY 27, 2024

By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​. This capability allows customers to resolve their issues without the need for direct interaction with an agent, leading to faster resolution times and reduced call volumes for more complex queries.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Expivia

JULY 21, 2021

Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Advanced workforce management software can analyze the stats of your reps, forecast call trends, handle times , and predict the workforce goal you need to handle requests. Gamification. Some can also be for fun.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Noble Systems

MARCH 19, 2021

Auto-Attendant and IVR. Adding an IVR (interactive voice response) to the mix provides additional options, such as gathering more specific information to help send the call to the right place (ie, differentiating between a new order, customer service on a previous order, or a billing question). allow the number.

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call center software Call Center Interactive Voice Response Contact Center 98

Fonolo

DECEMBER 6, 2022

Why not upgrade your Visual IVR to have multi-lingual support, too? . Finally, if your chosen communication channel has remained phone and IVR for the last five years, conduct some audience research to see what channels your customers prefer to communicate with. Use incentives and gamification . DID YOU KNOW?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Noble Systems

FEBRUARY 10, 2021

Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). It also powers intelligent IVR , optimized and scalable workforce management , predictive analytics , self-service, and hyper automation.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Jon Arnold

MARCH 28, 2019

Noble CC is the main platform, and seems to cover the bases - omnichannel, inbound and outbound calling, advanced IVR, skills-based routing and a full range of compliance check-boxes. WFM is self-explanatory, IQ is their analytics suite, and Game is gamification. Around CC are three complementary pieces - WFM, IQ and Game.

Gamification 75

Gamification Contact Center Scripts Interactive Voice Response 75

Noble Systems

APRIL 21, 2020

Interactive Voice Response (IVR) – Voice menus that allow callers to complete actions over the phone via voice or keypad input (or through spoken responses, with more advanced speech recognition features), similar to auto attendants, but with more flexibility and functionality.

call center software 80

call center software Call Center Technology Contact center software 80

Noble Systems

MARCH 30, 2020

Analyze issues and trends. Contact center analytics that monitors 100% of interactions across channels can provide insight into present-day customer concerns. They may also reveal ideas for changes to IVR routing. Gamification applies game elements and principles in non-game settings such as work environments.

Management 90

Management Gamification Contact Center Coaching 90

UJET

NOVEMBER 3, 2020

Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. Instead of just relying on text and videos to train your agents, AI empowers you to offer gamification training—or interactive, game-style training courses. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. These systems also power conversational IVRs and voice-based virtual assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Transparent BPO

AUGUST 13, 2019

Make It Easier to Do Business Reversing the trend in customer dissatisfaction demands that we make it easier for customers to do business with us. That starts by understanding customer pain points, such as being required to repeat information multiple times and letting IVRs get in the way. Conclusion Trends come and go, says Serenova.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

UJET

NOVEMBER 3, 2020

Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. Instead of just relying on text and videos to train your agents, AI empowers you to offer gamification training—or interactive, game-style training courses. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

NobelBiz

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. CSAT = (number of positive responses / the total number of responses) x 100. Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. The right IVR solution can provide better customer service as well as reduce the reliance on your agents. Gamification. Gamification uses game mechanics to make training more fun.

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Agent burnout Contact Center Gamification Interactive Voice Response 53

DMG Consulting

AUGUST 9, 2018

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. For businesses, the bottom-line benefits of IVAs are compelling; even a small increase in automation utilization rates can both improve the customer experience and net millions in savings per year.

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Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

APRIL 15, 2020

The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. Today’s WFM solutions are evolving to keep pace with the changing business world. For more information, visit www.dmgconsult.com. # # #.

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Spearline

DECEMBER 19, 2022

So now is a good time to think about the technologies that are going to be table stakes for 2023 and focus on the contact center trends that matter. They want to use their preferred medium to interact with you, and they don’t want to have to tell you the same things over and over across a multitude of platforms and applications.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

Noble Systems

MARCH 11, 2019

According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018. For example, some providers offer IVR, WFM, omnichannel communications, speech analytics and gamification in a single source, so you have seamless integration and only one vendor to work with.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

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contact center workforce Best practices Contact Center Employee engagement 76

DMG Consulting

NOVEMBER 14, 2020

It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges. The 2020 – 2021 Digital Customer Service Product and Market Report provides an in-depth analysis of the digital servicing market. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Customer Service 62

Noble Systems

SEPTEMBER 29, 2020

Voice of The Customer. Gamification. Interaction Analytics & Reporting – Speech analytics uses your call recordings and text-based interactions to generate a wealth of intelligence on customers and agents and helps identify trends and opportunities. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing.

Management 86

Management Gamification Quality management Schedule adherence 86

NobelBiz

MAY 9, 2023

Utilize IVRs or agentless seats to manage and distribute inbound traffic to the proper department. Gamification is one of the most effective training methods that fosters both loyalty and efficiency. Regularly Review Call Data Consistently review call data to identify trends, patterns, and areas for improvement.

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Best practices Call Center Gamification Contact center software 98

DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

NOVEMBER 29, 2017

DMG’s tenth annual report on this sector provides deep insights into the competitive landscape, vendors, products, and trends and challenges that are shaping this market and driving innovation. 2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

NOVEMBER 1, 2017

The Report complements DMG’s annual Workforce Optimization Market Share Report , which looks at WFO market performance and activity for the full year, and its Workforce Optimization Product and Market Report , which reviews vendors, technology, trends and challenges, pricing, and more.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 18, 2017

DMG’s 12 th annual edition of this Report provides a comprehensive review and unparalleled analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. The next step for speech analytics is to enter the world of data science.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MARCH 31, 2017

The 2017 Contact Center Workforce Management Product and Market Report provides an in-depth analysis of the WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. It analyzes WFM market activity and provides 5-year market projections.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 25, 2018

Sales of robotics/robotic process automation (RPA) solutions picked up great momentum in the past 12 months, and while still a relatively small component of total contact center WFO revenue, they are displaying a “hockey stick” growth pattern, a trend that DMG predicts will continue for the next few years. “AI

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . AI-Enabled Self Service (34.8%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

DMG Consulting

DECEMBER 10, 2019

The Report complements DMG’s annual Contact Center Workforce Optimization Market Share Report , which looks at WFO market performance and activity for the full year, and DMG’s Contact Center Workforce Optimization Product and Market Report , which reviews vendors, technology, trends and challenges, pricing, and more. million, up from $1,685.1

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 12, 2019

The trend toward automation will drive substantial changes in WFO solutions and the competitive landscape.”. For more information, visit www.dmgconsult.com. # # #.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of the desktop analytics and emerging RPA sectors. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of the desktop analytics and emerging RPA sectors. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

JULY 19, 2017

In the future, IVAs will use an increasing amount of self-learning technology that allows them to get “smarter” over time and adapt to customers’ individual preferences as they “learn” from past interactions to improve their understanding of what customers want and need. For more information, visit www.dmgconsult.com. # # #.

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Virtual Agent Consulting Consulting Marketing 48