CSR Inc.

JANUARY 8, 2017

2017…yes, we made it! And while call centers are expected to see an uptick in staffing in 2017 ( did you know that 4% of working Americans – about 5 million – already work in a call center ?) They are more comfortable with technology, and also tend (as a group) to respond well to gamification and other workplace incentive measures.As

Call Center 48

Call Center Multichannel call center workforce Gamification 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. When: Today, 18 October 2017. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. Mature sector with substantial opportunity.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. When: Today, 7 June 2017. 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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 54

Contact Center Gamification Management Call Center 54

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. Customer experience matters, a lot.

Gamification 116

Gamification Airlines Contact Center B2B 116

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Gamification. Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Quality management 44

Quality management Gamification Self service Feedback 44

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. Once we finish collecting the data, we will review it and build a perspective to help our customers and prospects answer 3 questions: How do I prioritize effort and investment in customer experience?

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

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. Call backs anyone?

Call Center 85

Call Center Airlines Contact Center Self service 85

Taylor Reach Group

AUGUST 29, 2017

Customer Experience. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they do and don’t do for your customers, how much they help each other, what processes they follow and which ones they don’t. By: Peg Ayers, MBA, CCXP. The Front Line.

Gamification 99

Gamification Contact Center Coaching Personalization 99

DMG Consulting

MAY 25, 2018

million in 2017. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. between 2016 and 2017, after having grown by 11.4% in the prior 12 months.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 12, 2019

compared to 2017. higher in 2018 than 2017, increasing by $200.1 While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers. million to $1,855.2

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Infinity

MAY 25, 2019

With such a potential for massive ROI, how exactly do you embrace the age of the customer and UX properly? Transform the customer experience. A storm of bad customer experience is capable of destroying a company. Consumers expect their levels of experience on any device to be the same. Farewell, #DMWF.

Marketing 40

Marketing Gamification Surveys Big data 40

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. 2017-11-22T14:53:16+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Verint

AUGUST 23, 2017

According to a Gallup poll from January 2017 1 , a whopping 65.6% That means almost two-thirds of today’s employees are fairly unmotivated and more likely to be inefficient, make mistakes, offer a poor customer experience, feel disconnected from their work and what is happening around them—and consider looking for a different job.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Fonolo

FEBRUARY 19, 2019

Why You Should Empower Your Customer Service Team. Customer Experience Trends. The contact center really just one component of the bigger world of customer service or customer experience. On the Horizon: Customer Service Trends in 2019 [Report]. Top 10 OnHoldWith Offenders this Quarter (2017).

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). 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. The number of CBCCI seats in the market grew by 20.1%

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

The growth rate of this market was 25.4%, surpassing DMG’s 2017 projection of 22%. 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 48

Consulting Consulting Contact Center Marketing 48

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Topic: ‘Using Analytics to improve Customer Experience’. Topic: ‘Customer Experience Measurement’.

Transportation 40

Transportation Government Multichannel Consulting 40

ProProfs Blog

SEPTEMBER 17, 2021

Studies show that companies that invest in employee experience outperform the ones that don’t by 4.2x When your employees are happy, their efforts result in better customer experiences, leading to better organizational growth. In the next section, let’s understand the benefits of improving employee experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Verint

NOVEMBER 27, 2017

As times change and customer preferences evolve, so do the dos and don’ts of constructing effective surveys. Surveys continue to play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. This blog originally ran on Customer Think on September 8, 2017.

Surveys 32

Surveys Construction Feedback Gamification 32

Tenfold - Contact Center Blog

JULY 9, 2018

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. Front-facing employees are the lifeblood of a business.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78