Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

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 91

Customer Experience Gamification Benchmark Chatbots 91

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 ). Self-serve is the new “preferred” service. Infographic: Top 5 Customer Behavior Trends For Contact Centers.

Contact Center 98

Contact Center Gamification Self service Analytics 98

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

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. The omnichannel experience Customers expect their journey with your service to be one, seamless informational river cruise.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

DMG Consulting

APRIL 8, 2024

WFM solutions are good at finding trends in historical interaction data to generate projections. Points can be used in exchange for future scheduling privileges or in gamification applications for tangible and intangible rewards and recognition.

Management 62

Management Gamification Contact Center Consulting 62

DMG Consulting

NOVEMBER 3, 2020

Today’s new-gen WFM suites are striving to stay on pace with modern management trends, smart technology, expanding global business requirements and broadened market opportunities. Self-Service Comes on Strong. Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

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. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Investing in Agents.

Customer Service 113

Customer Service Call Center Gamification Self service 113

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

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. Gamification. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

NobelBiz

FEBRUARY 27, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) Systems IVR systems enhance customer self-service by providing automated responses to common inquiries and guiding callers through menu options. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. In this day and age when self-service options are available, customers are usually calling in because they have a more complicated issue that isn’t easily solved.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Noble Systems

SEPTEMBER 29, 2020

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. Workforce Management. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

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

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). So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center.

Call Center 85

Call Center Airlines Contact Center Self service 85

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc. Assess Team is an easy-to-use tool for getting clear and constructive feedback.

Management 59

Management Gamification Analytics Enterprise 59

DMG Consulting

MARCH 11, 2021

The Report examines the business, market and technology trends and challenges confronting contact centers in the wake of the COVID-19 pandemic. Among the most important capabilities for this purpose in WFM suites are real-time adherence, intraday management, mobility, self-service, gamification and bi-directional communication.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

NOVEMBER 14, 2020

Enterprises are taking steps to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice. Consumers have been showing a preference for using self-service for a number of years,” said Donna Fluss, President of DMG Consulting.

Consulting 62

Consulting Consulting Marketing Customer Service 62

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. 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.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

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. Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 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. Business insights.

Technology 122

Technology Customer Service Gamification Contact Center 122

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Top 5 Self-Service Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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. Touch-tone and voice commands route calls, provide personalized information to callers and offer faster self-service for transactions that do not require an agent. Gamification.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

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

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. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Class dismissed. Investing in Agents.

Contact Center 80

Contact Center Gamification Call Center Self service 80

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

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. planned, 46.5%

Contact Center 68

Contact Center Self service Chatbots Average Handle Time 68

NobelBiz

AUGUST 28, 2023

Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization. Check out our free, on-demand Contact Center Gamification Workshop. By analyzing data, you uncover trends, identify pain points, and enhance areas, enabling informed decisions.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

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.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

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 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Fonolo

DECEMBER 4, 2018

The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. The panelists also discuss whether we will see any consolidation, or if companies are going to be faced with supporting a rotating mix of messaging channels as their customers’ tastes change. Investing in Agents.

Gamification 89

Gamification B2C Contact Center Technology 89

DMG Consulting

AUGUST 9, 2018

State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Fonolo

FEBRUARY 6, 2019

In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. ” The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Why Containment Rate Matters. Become a contact center super hero in record time!

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

CSM Magazine

NOVEMBER 3, 2022

Is there any wonder this trend is set to continue, with the main benefits of homeworking cited by contact centre leaders as being disaster recovery/business continuity (96%), staffing flexibility (60%) and reduced staff attrition (30%)? Offer rewards to those who share their brand story successes and learning with others.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

DMG Consulting

MARCH 31, 2019

Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals.

Consulting 48

Consulting Consulting Marketing Management 48

Noble Systems

OCTOBER 17, 2019

Speech Analytics – Post-interaction and real-time analytics are important technologies to incorporate for a better understanding of the customer journey and preference and trend data to help further improve all interactions. Self Service Options – Consumers have become weary of companies that do not offer self service options.

Self service 57

Self service Gamification Contact Center Interactive Voice Response 57