Fonolo

MARCH 22, 2022

A 2020 Gallup poll showed that just 36% of employees reported feeling engaged with their job. One strategy employed by many companies is “gamification.” Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group. What is Call Center Gamification?

Gamification 75

Gamification Call Center Contact Center Feedback 75

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. “If 2020 has taught us anything, it’s that people need human connection and clear communication.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

MARCH 31, 2017

2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. The rate of growth could increase if the pace of innovation picks up.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

billion (excluding carrier revenue) as of the end of 2016. in 2018, 23% in both 2019 and 2020, and 21% in 2021. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Noble Systems

MAY 18, 2017

Regardless what call you them they are nearly 98 million young adults born between 1980 and 2000 and by 2020 they will represent nearly 50% of the workforce, by 2030 as much as 75%. Do you look like an Archie Bunker show of the 1970’s or Modern Family 2016? Millennials are quite different then any generation before them. innovative.

Call Center 40

Call Center Finance Education Technology 40

Comm100

NOVEMBER 23, 2020

For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. We’ve also analyzed the most recent customer reviews from Capterra and Software Advice to give you a full picture of what each of these ticketing software providers has to offer in 2020.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52