Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Serenova

JUNE 20, 2019

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. billion total people). Challenge: FOMO.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

NICE inContact

JULY 25, 2019

Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

ShepHyken

NOVEMBER 28, 2022

He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams. Founded in 2012 by firefighters seeking supplemental income and a flexible schedule, the company is customer and employee centric.

Customer Service 32

Customer Service Contact Center outsourcing Customer centricity 32

Voxjar

JUNE 8, 2021

Founded in 2012. Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. Orecx is our go to recommendation for anyone looking to upgrade their call recordings to the highest quality, usually to generate the most accurate transcripts for speech analytics.

Call Center 51

Call Center Analytics Enterprise Sales 51

Monet Software

OCTOBER 15, 2018

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Six years is a long time given the speed at which technology changes – so how did the more than 200 contact center professionals respond this time around? Cost or Features?

Contact Center 59

Contact Center Surveys CRM Quality management 59