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. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. Call Center Trends 2015.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JANUARY 29, 2019

44% of people surveyed in the U.S. 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. Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” Reagan Miller.

Call Center 85

Call Center Airlines Contact Center Self service 85

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

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

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. A 2016 survey by Call Center Helper shared that 62.7% By deploying reliable call center analytics software, performance-based results can be accurately measured.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78