Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Call Center Trends 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JANUARY 29, 2019

billion in 2017 to USD 93 billion by 2022! Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! The global cloud-based contact center market is expected to grow from (what was) USD 6.80 That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

Verint

AUGUST 23, 2017

According to a Gallup poll from January 2017 1 , a whopping 65.6% of employees are disengaged. You can also try using gamification techniques to support ongoing knowledge and proficiency gains. Are your employees expressing the desire to be more mobile? Report, 2017. Think about that for a minute.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

ProProfs Blog

SEPTEMBER 17, 2021

In the next section, let’s understand the benefits of improving employee experience. What is the Need to Improve Employee Experience? Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. 31 Ways to Improve Employee Experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation. In February of 2017 he was appointed acting General Manager and leads the Dept. livepro team .

Transportation 40

Transportation Government Multichannel Consulting 40

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Employee Engagement: Employees are aligned with the goals of the organization. It includes service, packaging, the actual product itself and more.”

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178