Calltools

OCTOBER 19, 2022

87% of contact center agents worked from home in 2021 — up from 19% in 2019. For example, you could include a link to a private messaging system on your intranet pages. Implement Gamification Dashboards. Gamification is a fun and interactive way to set milestones for agents during the holiday period.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

VHT

OCTOBER 18, 2018

Casper Mattresses, for example, has developed the insomnobot-3000 which chats with people between 11 pm and 5 am to keep them company if they can’t sleep. For example, it can notify agents of popular accessories for products or advise customers on useful maintenance tips. The advantage of callbacks extends beyond the phone.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. The performance analytics can deliver advice to analysts in a self-service manner, with critique of their verbal queues, tone of voice, speed of talking, etc. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

TechSee

MARCH 7, 2019

For example, Amazon’s Alexa for Business helps employees delegate tasks, while Nokia’s MIKA helps agents find answers as they perform complicated tasks or diagnose problems. 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. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

TechSee

JUNE 25, 2019

For example, an AI-based algorithm may analyze the distance between the eyes, the shape of the jaw or the width of the nose, and then use the data to find a match in a database. For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

DECEMBER 4, 2018

For example, people often say they were “chatting” with the company over SMS. For example, Tobias’s company positions itself very strongly as a “messaging company” and not “chat”. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Investing in Agents.

Gamification 89

Gamification B2C Contact Center Technology 89

Fonolo

FEBRUARY 6, 2019

In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. For example, you could look at people that started the “make a reservation” process on the website and see how many completed it. ” The Top Contact Center Trends to Watch in 2019.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62