Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Call Center Trends 2015. Why Gamification Matters.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. I felt challenged to use personal stories more, and service tales are a great way for us insight professionals to bring to life research or analytics findings through the eyes of one customer. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights. What Does Gamification Have To Do With Performance?

Gamification 45

Gamification Management Analytics Metrics 45

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. Call center volumes have dropped by 71% since 2015. Concentrix Analytics Practice Lead. As a seasoned consumer experience practitioner, Reagan leads the Concentrix Analytics Practice, where insights and predictions become effortless experience.

Call Center 85

Call Center Airlines Contact Center Self service 85

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017. million from $1,669.7

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JUNE 7, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48