Accountability Employee engagement Gamification Interactive Voice Response 
OctopusTech
MARCH 1, 2023
Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed.
Noble Systems
MARCH 19, 2021
Auto-Attendant and IVR. Adding an IVR (interactive voice response) to the mix provides additional options, such as gathering more specific information to help send the call to the right place (ie, differentiating between a new order, customer service on a previous order, or a billing question). allow the number.
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Fonolo
JUNE 10, 2021
While there are plenty of ways to engage call center agents, there is one low-cost, fun way to boost motivation and general satisfaction with your employees – games! How to Foster Agent Engagement in a Hybrid Contact Center. Why do games help call center agent engagement? Mystery Prize. The bottom line.
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. More and more, customers simply want to solve inquires on their own – especially for simple questions like “what’s the balance on my account.” Why Gamification Matters.
Transparent BPO
AUGUST 13, 2019
That starts by understanding customer pain points, such as being required to repeat information multiple times and letting IVRs get in the way. Accept That Technology Is Not a Silver Bullet Gartner predicts that by 2020, 85 percent of customer interactions with a company will take place using technology.
Vonage
FEBRUARY 7, 2017
Ignoring employee engagement. Satisfaction levels among customer service staff are notoriously low – indeed, according to one survey of 200,000 employees, it was found that customer-facing staff had significantly lower levels of engagement than those in executive positions. Getting the tone wrong. Overlooking omnichannel.
TechSee
MARCH 7, 2019
With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Gamification.
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