Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSR Inc.

JULY 17, 2016

It’s a field that – without a doubt – has been exclusively enabled by technology. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

Call Center 48

Call Center Technology Gamification Coaching 48

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. Despite advancements in call-back technology, telecom, airlines, and retailers are among some of the worst offenders for putting customers on hold, and not offering call-backs. Concentrix Analytics Practice Lead. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16. Topic: ‘Using Analytics to improve Customer Experience’. Luke Jamieson | Head of Service Centre at First State Super.

Transportation 40

Transportation Government Multichannel Consulting 40

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. Gamification. They now demand more satisfying and empowering work experiences.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104