NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 54

Contact Center Gamification Management Call Center 54

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Fonolo

JANUARY 10, 2019

As we’ve written about extensively, customer experience (CX) is important. The customer service department is a core element of CX, helping to form brand perception and determine overall business success. It’s simply not possible for a company to operate without having an efficient customer support department.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect? The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries!

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

TechSee

MARCH 7, 2019

In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gartner’s report takes a wider view by outlining the need for custom-built VEAs that combine both of these aspects into a solution with the potential to revolutionize contact center operations. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. Tools such as inView Performance Management for CXone help minimize attrition while inspiring your employees to improve performance and better align with your customer experience goals.

Management 54

Management Gamification Contact Center CRM 54

Fonolo

FEBRUARY 19, 2019

Apple’s Business Chat Has a Golden Moment to Dominate Customer Service. Is Chat Eating into Phone-Based Customer Service? Call Center Metrics. Customer Experience Trends. The contact center really just one component of the bigger world of customer service or customer experience. OnHoldWith.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. How are you currently tracking quality for your customer service team? Some metrics that we regularly look at include: Overall quality averages as well as individual agent performance. Click here to read the original. Let’s get real for a minute.

Calibration 63

Calibration Quality calibration Contact Center Gamification 63

Balto

APRIL 20, 2023

We asked respondents which metrics they were most concerned with, and their results varied when broken down by whether or not they had done layoffs. What remains true, however, is that the budget metrics we did measure had a correlation with the pressure respondents felt in their day to day. What are their priorities?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52