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. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

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. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Monet Software

JANUARY 24, 2019

We’ve found several pieces online attempting to predict where the contact center industry is headed in 2019. Self-Service. The shift toward self-service solutions has been ongoing for years now and will certainly continue in 2019. The post What Does the Future Hold For 2019? Having the Right Tools.

Gamification 48

Gamification Self service Contact Center Employee engagement 48

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

VHT

OCTOBER 18, 2018

Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue. A major European telecommunications provider wanted to maintain their high-touch, premium brand while encouraging people to use self-service.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Fonolo

JANUARY 15, 2019

We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year. You can keep abreast of these changes by visiting our blog each week and getting the latest news and views about our industry. Class dismissed. Investing in Agents.

Contact Center 80

Contact Center Gamification Call Center Self service 80

TechSee

JUNE 25, 2019

This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122