NobelBiz

FEBRUARY 9, 2023

Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. The Burnout Antidote.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

teleopti

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. Learn more.

Self service 59

Self service Contact Center Gamification Service level 59

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16