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. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

MAY 15, 2017

Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance.

Gamification 48

Gamification Contact Center Consulting Consulting 48

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management.

Technology 122

Technology Customer Service Gamification Contact Center 122

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. Related Posts.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

CSM Magazine

DECEMBER 5, 2017

Gamification. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z. Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important.

Customer Service 80

Customer Service Gamification Self service CRM 80

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. The Future of WFO.

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48