Fonolo

MAY 4, 2021

After hundreds or thousands of interactions on the phone line, customer service agents can experience emotional drainage or high levels of stress, which can lead to high turnover rates. Improve your self-service options. Invest in self-service features like chat, SMS, MMS, email, and website chatbots.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Calabrio

FEBRUARY 26, 2025

Calabrio helps companies: Create structured career development plans Recognize and reward employees for their contributions Use gamification and incentives to boost motivation The Path to a Stronger Employee-Customer Connection By focusing on workforce engagement , businesses can reduce turnover, improve service quality, and boost customer satisfaction. (..)

Coaching 64

Coaching Gamification Employee engagement Morale 64

Fonolo

APRIL 27, 2021

As an alternative to outsourcing, try reinvesting in your existing staff with a refresher on customer service technologies and processes, and incorporating gamification as part of that process. Offer self-service to your customers. Or, you could source training organizations like CSPN to provide support.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Fonolo

DECEMBER 13, 2018

Set Up Self-Service Portals . Just like automation, self-service portals can also help increase efficiency and lighten the load of call center and customer service employees. What’s Inside: Gamification in the Contact Center. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Customer Service 113

Customer Service Call Center Gamification Self service 113

TechSee

DECEMBER 16, 2021

It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI. .

Call Center 124

Call Center Self service Gamification Contact Center 124

DMG Consulting

JANUARY 29, 2021

And, mobile solutions enable on-site employees to complete self-service activities, view personal, team, and site performance results, and more, when they are not in the contact center. OT/VTO), from their smartphone or tablet. OT/VTO), from their smartphone or tablet.

Gamification 101

Gamification At home agents Self service Contact Center 101

ChurnZero

MARCH 7, 2025

3: Catalog your content needs: Focus on self-service content, product information, FAQs, roadmaps, best practices, tips and tricks, and industry news. Finally, consider gamification to identify and encourage the right behaviors through badges and recognition. 2: Define company needs.

SaaS 52

SaaS Gamification B2B Metrics 52

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. — Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Calabrio

FEBRUARY 27, 2025

Fuel Engagement and Performance with Contact Center Gamification Gamification is a proven technique for boosting engagement and performance in the contact center. Invest in Self-Service Empowering customers to find solutions on their own is a win-win for both customer satisfaction and agent productivity.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Noble Systems

FEBRUARY 10, 2021

To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development. Self-serve is the new “preferred” service. AI delivers on its promise.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Outsource Consultants

DECEMBER 13, 2021

Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. Better Self-Service Options: solutions that help customers solve issues on their own, through their preferred channels.

outsourcing 128

outsourcing Gamification Morale Call Center 128

CSM Magazine

DECEMBER 5, 2017

Personalized videos are being used to provide customers with customization related to the specific services or products that they are interested in. Self Service. Self service functions offer greater convenience for customers and are being used across all industries. Gamification.

Customer Service 80

Customer Service Gamification Self service CRM 80

TechSee

MARCH 7, 2019

Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Gamification. Team-based models. The post Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development appeared first on TechSee.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

OctopusTech

APRIL 25, 2019

Freshdesk has also followed the unique gamification trend to rewards agents with points for each ticket that was solved successfully and in time. On the other hand, the software support self-service options by creating knowledge bases and portals so that your customers can access the information without getting in touch with an agent.

Customer Support 90

Customer Support Gamification Multi-channel support Self service 90

Outsource Consultants

AUGUST 3, 2020

Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs. Double down on the equity you’ve built across these at-home models to create flexible staffing models that keep you from overstaffing your call center.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Noble Systems

JULY 24, 2020

Self-service tools are growing in popularity and functionality. WFM tools remove the guesswork from your collections center planning by carefully balancing the demands of business activities, staff requirements, and service level expectations with efficient staffing levels – helping you improve customer service and reduce costs.

Call Center 87

Call Center Technology Gamification Morale 87

Calabrio

MARCH 7, 2025

Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. Add Self-Scheduling Tools to Your Tech Stack Leveraging agent self-scheduling tools can put better work-life balance and flexibility right in the hands of your agents.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

TechSee

JUNE 25, 2019

AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents. Agent decision support.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

NOVEMBER 3, 2020

Self-Service Comes on Strong. WFM solutions are providing agents with enhanced self-service capabilities that give them the autonomy to create and manage their own schedules and time off. As importantly, these tools allow agents to accommodate their need for work/life balance.

Gamification 87

Gamification Self service Contact Center Virtual Agent 87

DMG Consulting

AUGUST 17, 2017

Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. Self-service. Gamification.

Contact Center 69

Contact Center Technology Big data Gamification 69

Aspect

JANUARY 30, 2019

Hierbei spielen auch die folgenden drei Trends eine wichtige Rolle: > Selbstverwaltung / Self-Service für Mitarbeiter. > Gamification. Gamification als Methode, die das Erlernen von neuem Wissen und neuem Verhalten spielerisch unterstützt, ist zwar kein neuer Gedanke, aber ein Trend, der an Fahrt gewinnt.

Gamification 54

Gamification Self service Contact Center Chatbots 54

Noble Systems

SEPTEMBER 29, 2020

Gamification. Performance Management & Coaching – Use tools like Gamification to create a more engaged workforce and help move your bottom lines and improve key metrics. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Workforce Management. Call Recording. Voice of The Customer. Quality Management.

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. The performance analytics can deliver advice to analysts in a self-service manner, with critique of their verbal queues, tone of voice, speed of talking, etc.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

GetFeedback

APRIL 17, 2019

Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Creating a self-service customer portal helps to avoid such situations. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal.

Customer Service 102

Customer Service CRM Self service Gamification 102

Fonolo

JANUARY 15, 2019

As CX expert Jeanne Bliss has suggested , “doing” human interactions well in an increasingly self-service world [is what] will set you[r contact center] apart” in the digital age. What’s Inside: Gamification in the Contact Center. This leads us seamlessly to the final lesson. Class dismissed. Investing in Agents.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Outsource Consultants

JANUARY 9, 2025

Gamification and Incentive Programs Gamification introduces elements of competition and reward into the workplace, boosting motivation and performance. Self-Service: Empowering Customers Many customers prefer to solve issues on their own. Cross-training opportunities expand agent skills and keep their work engaging.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Calabrio

MARCH 4, 2025

But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact. Look for software that automates routine tasks, such as after-call work (ACW), and provides elevated self-service options.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Cincom

MARCH 6, 2025

E-commerce: Offers transparent, self-service pricing, which must remain competitive yet profitable. E-Commerce Integration : A CPQ system integrated into your e-commerce platform enables self-service quoting for customers, accelerating sales cycles while ensuring pricing accuracy and compliance with business rules.

Automotive 40

Automotive Revenue potential CRM Sales 40

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Create content on common questions and make it available as a self-service option.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Transparent BPO

AUGUST 13, 2019

Don’t Force Self-service on Customers Self-serve options can be great for customers who are in a hurry, but not when they need to speak with an agent. Serenova recommends that contact centers offer a range of self-service options as part of an omnichannel experience, including SMS, online chat, bots, FAQs, and forums.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

ConvergeOne

OCTOBER 11, 2022

It starts with the patients, enabling smarter self-service will take some of the pressure off the agent. Modernize with tools that allow customers to self-serve, as well as tools that enable agents to assist more effectively and efficiently.

Healthcare 72

Healthcare Gamification Contact Center Self service 72

DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

NobelBiz

MAY 9, 2023

Gamification is one of the most effective training methods that fosters both loyalty and efficiency. Check out our free , on-demand gamification workshop to learn how can Gamification Help Boost Contact Center KPIs, how to implement a successful gamification strategy, how to implement a solid award system and so on.

Best practices 98

Best practices Call Center Gamification Contact center software 98

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Fonolo

JUNE 17, 2015

Use incentives and gamification. cctr #training #storytelling Click To Tweet This empowers employees to make their own improvements, as well as adds an element of gamification for your most competitive agents. Use incentives and gamification. Add a few gamification elements and your call center will be singing.

Call Center 96

Call Center Gamification Coaching Contact Center 96