2019 Gamification Metrics Self service 
Noble Systems
JANUARY 30, 2019
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.
Fonolo
NOVEMBER 17, 2020
“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Contact Center Trends 2019. Storyline: Gamification. Consumers feel isolated as it is. As Richard J.
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Noble Systems
JANUARY 30, 2019
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.
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%
Fonolo
FEBRUARY 6, 2019
Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go. In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent.
Transparent BPO
AUGUST 13, 2019
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Don’t Force Self-service on Customers Self-serve options can be great for customers who are in a hurry, but not when they need to speak with an agent.
RapportBoost
DECEMBER 10, 2018
Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Tony: Self Service, we would switch to that. No worries! Here’s the archived version.
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