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.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Find out how in this on-demand webinar.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Fonolo

JUNE 22, 2021

How to Make a Call Center Agent Engagement Survey. Gamification and performance-based incentives. Top Contact Center Technology Trends in 2021. Set up Slack, MatterMost, RocketChat, WhatsApp, or another internal network to encourage open, honest, and constant communication within and across teams. Another cost-effective option?

Call Center 151

Call Center call center software Employee engagement Gamification 151

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Nicereply

APRIL 7, 2020

The easiest way to do this is to empower your customers to share their opinions about the service they’ve received from you through surveys. All Nicereply surveys are fully customizable, so you can make the design of your surveys match your business’s color palette and style. What sets LiveAgent apart from the competition.

Gamification 90

Gamification Surveys B2C Feedback 90

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

Noble Systems

JUNE 7, 2019

One of Paul’s favorite topics to write about is gamification – he has an extensive catalog of published analysis on the technology. So naturally, he was delighted by the event’s heavy focus on gamification, coaching, and learning management. Read more of Paul’s thoughts on SNUG 2019 here.

Gamification 75

Gamification Contact Center Coaching Education 75

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% 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.

Technology 122

Technology Customer Service Gamification Contact Center 122

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

Contact Center 98

Contact Center Gamification Self service Analytics 98

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.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

ProProfs Blog

APRIL 25, 2019

Make use of Net Promoter Score software to track customer trends and collect actionable feedback. The availability of survey tools has made it easier to access templates for net promoter scores and other customer metrics. Related Read: Creating and Sending a Net Promoter Score Survey to Measure Customer Loyalty.

Customer retention 99

Customer retention Gamification Surveys Feedback 99

ProProfs Blog

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Bonus Read: Employee Engagement Survey Questions.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

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. Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done. The survey will remain open until April 15, 2018.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

FEBRUARY 8, 2022

contact centers, the comprehensive ContactBabel report includes facts, data, and analyses of CX management technology and strategy with sections on remote working, agent engagement and gamification, CX measurement and improvement, and benchmarking metrics. Based on research gathered from more than 200 U.S. What’s the future of remote working?

Contact Center 83

Contact Center Gamification Benchmark Metrics 83

Expivia

JULY 21, 2021

Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. You can’t rely on customer surveys to see how well you’re performing. . Gamification. And gamification is a great way to do that. . Digital Trends to Look Out For in a Modern Call Center.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

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. Budgets are Trending.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys, and social media. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Find out how in this on-demand webinar.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

inmoment

NOVEMBER 8, 2018

Our 2018 Retail CX Trends study asked consumers whether a “recent, enjoyable” shopping experience occured at a physical store, digitally, or through a combination of physical and digital. They over-survey their customers with questions that they want answers to, and do so in old-school, multiple choice formats. .

Gamification 45

Gamification Feedback Personalization Surveys 45

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). 44% of people surveyed in the U.S. This is listed by 34% of U.S. billion in 2017 to USD 93 billion by 2022!

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. Gamification. Gamification uses game mechanics to make training more fun. Friendly competition engages agents and motivates them to continually improve. Leaderboards also help.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

UJET

NOVEMBER 3, 2020

Once an issue is resolved, AI completes tedious administrative tasks such as updating the CRM ticket, providing a survey, or gathering more detailed feedback. 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.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

ProProfs Blog

SEPTEMBER 17, 2021

Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. Read more: Your Ultimate Guide to Employee Engagement Surveys. Source: HR Trend Institute. Make Use of Employee Benefit Surveys. Source: HR Exchange Network. Source: ToolBarStudio Inc.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Natalie Petouhof

FEBRUARY 28, 2016

In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016. . How do peer comparisons map and trend? With this capability, managers can quickly identify the employees and KPIs that need attention based on their scores or recent trends.

Gamification 45

Gamification Management Analytics Metrics 45

Quiq

DECEMBER 29, 2021

Average weekly support requests are up 20% since the start of the pandemic, according to Zendesk’s Customer Experience Trends Report. Boost employee engagement with gamification. Gamification. . Gamification brings an element of competition and fun to your customer service objectives. Customer expectations are rising.

Gamification 52

Gamification Chatbots Sales Surveys 52

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Over half the managers we surveyed told us they work remotely five days per week, and the overwhelming majority (84%) said they were happy with that.

Contact Center 70

Contact Center Management Gamification Surveys 70

COPC

JANUARY 15, 2024

COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness. According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. This factor alone cuts attrition in half. 

Best practices 79

Best practices Employee engagement Coaching Feedback 79

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Call centers have the option to promote friendly competition and collaboration through gamification and performance management. Myth #1: Remote work decreases productivity and increases attrition.

Contact Center 54

Contact Center Gamification Call Center call center software 54

UJET

NOVEMBER 3, 2020

Once an issue is resolved, AI completes tedious administrative tasks such as updating the CRM ticket, providing a survey, or gathering more detailed feedback. 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.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

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.

Consulting 62

Consulting Consulting Marketing Management 62

Win the Customer

FEBRUARY 3, 2016

Survey stats and response rate: e.g. sent, delivered, opened, responded. Monthly trend analysis. Startup prices come in at highly affordable $39 (annual) or $49 (monthly) plans allowing 1,000 surveys per month and multiple methods of integration. Analyses ticket volume trends. Built in email customer satisfaction surveys.

Customer Experience 64

Customer Experience Feedback Gamification Metrics 64

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.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Fonolo

FEBRUARY 19, 2019

One of the biggest trends in customer service is the use of text-based channels for communicating with agents. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. Customer Experience Trends. On the Horizon: Customer Service Trends in 2019 [Report].

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

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.

Management 59

Management Gamification Analytics Enterprise 59

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. When reviewing one of my columns from last year on how to design and build a great survey , I was surprised to discover how different the piece would be if I were writing it today. Involve the experts.

Surveys 32

Surveys Construction Feedback Gamification 32

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

Playvox

MARCH 21, 2024

In a recent Harvard Business Review blog, results from a survey of 2,479 people were asked, “What has helped your career more, positive or negative feedback?” Regular training programs can keep agents up-to-date with industry trends and improve their problem-solving capabilities. Research supports this statement.

Morale 90

Morale Contact Center Quality management Coaching 90