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

Noble Systems

FEBRUARY 24, 2019

Findings from Mercer Consulting’s Contact Center Survey indicate that non-challenging work, lack of recognition, no career growth or development and inflexible working environment are dominant contributors to high turnover. Mercer’s survey results revealed that 6.2% Agent attrition is a virus. quit within 61-90 days; and another 8.2%

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

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. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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

Fonolo

JANUARY 29, 2019

44% of people surveyed in the U.S. 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! This is listed by 34% of U.S. That’s a whopping 25.2% That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

LiveChat

SEPTEMBER 21, 2018

In 2017 , customers spent $108 billion online during the holiday season, 14.7 Create a custom pre-chat survey and ask your customers what their problem is. Tip #5: Turn employee engagement into customer happiness. To do that, you need to engage them and reward their efforts. percent more than in 2016 !

Chatbots 63

Chatbots Gamification Sales Benchmark 63

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178