Fonolo

FEBRUARY 16, 2021

Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. Voice-biometrics and AI-powered real-time analysis are both technologies we expect to blossom in the coming years. Real-Time Learning & Knowledge Management Systems. Scheduled Conversations. Gig Working Platforms.

Call Center 134

Call Center Technology Gamification Contact Center 134

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. The Report provides an analysis of WFM market activity as well as 5-year market projections. New-gen WFM takes staffing and service optimization to the next level.

Consulting 62

Consulting Consulting Marketing Management 62

Beyond Philosophy

APRIL 6, 2016

Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. As identified by noted benchmarking theorist and management scientist H. James Harrington, “Benchmarking is creating better solutions upon a firm knowledge base.

Gamification 150

Gamification Benchmark Automotive Wireless 150

Fonolo

FEBRUARY 20, 2019

Whether a crisis is caused by a technical glitch, a disgruntled customer gone viral, or a data breach, there are several ways your call center can effectively manage these events. Social listening goes beyond just monitoring online conversations: It’s a combination of qualitative observation and quantitative analysis of sentiment and intent.

Call Center 89

Call Center Management Contact Center Gamification 89

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Performance management is a practice and culture that applies to individuals, teams and departments.

Gamification 45

Gamification Management Analytics Metrics 45

NICE inContact

MARCH 13, 2019

Why would I get a performance management tool as well?” Similarly, while reporting and dashboards provide a plethora of information, and you can eventually get the insights and data you need, it might take manual exporting, data manipulation and analysis to get there. Automate your analysis process.

Management 54

Management Average Handle Time Gamification Contact Center 54

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas.

Gamification 75

Gamification Contact Center Coaching Education 75

TechSee

JUNE 25, 2019

In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Text/NLP analysis. This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. The Report provides an analysis of WFM market activity as well as 5-year market projections.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. NewGen WFM with real-time adaptive forecasting and scheduling will revolutionize the world of workforce management.”.

Consulting 48

Consulting Consulting Marketing Management 48

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. Hold queues and smart call routing play a pivotal role.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

JustCall

MARCH 6, 2023

They have to manage customer requests all day long with understanding, empathy, and skill. The Importance of Motivating Agents According to a Gartner report, our age of remote and hybrid working means that call center managers have one key task. Call center agents have a significant and demanding task.

Call Center 52

Call Center Gamification Metrics Upselling 52

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Storyline: Gamification. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

MARCH 5, 2024

Enhanced self-management: the patient mobile app can help patients track their symptoms, adherence to treatment, and other health metrics. They can also provide educational resources and personalized guidance to help patients manage chronic conditions.

Healthcare 52

Healthcare Education Gamification Consulting 52

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

CSM Magazine

DECEMBER 12, 2019

Problem-solving represents a cognitive process implying the identification, analysis, and resolving of a problem. Mind maps are some of the best business analysis techniques for brainstorming ideas and getting to the root of problems, as well as envisioning a multitude of potential solutions.

Gamification 52

Gamification Construction Accountability Coaching 52

DMG Consulting

NOVEMBER 14, 2020

The Report provides a thorough and comprehensive analysis of this emerging sector, which is increasing in importance due to the pandemic, as companies have been forced to re-evaluate the way they deliver service. The COVID-19 pandemic has accelerated the digital transformation in organizations of all sizes. “The

Consulting 62

Consulting Consulting Marketing Customer Service 62

Call Design

FEBRUARY 10, 2022

While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Managing people from home or in the office, and keeping rosters up to date can be very challenging. Greater Flexibility.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Fonolo

MAY 17, 2017

Aside from making calls physically easier to handle, computer telephone integration has several advantages; most CTIs now come with analytics modules that can both provide the agent with caller information and history, and record information about the calls themselves for analysis later. A Workforce Management (WFM) solution.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Enghouse Interactive

FEBRUARY 9, 2021

With objective data analysis, better decisions can be made on how to best allocate resources, optimize services, or improve ineffective support process. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Predictive Analysis (43.9 Sentiment Analysis (38.7%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

NOVEMBER 3, 2022

In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty. According to 88% of contact centre managers, brand perception also directly influences overall company revenue.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

DMG Consulting

JUNE 12, 2019

The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2018. 2018 was a very good year for the WFO market, with full-year total company GAAP revenue of $3,609.8 million, a year-over-year increase of 8.2% compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JULY 31, 2019

The Report provides a thorough and comprehensive analysis of this niche IT sector, which is increasing in importance as a result of the digital transformation that is taking place in organizations around the world. The Report provides a detailed analysis of 5 vendors: Convirza, Freespee, Infinity, Invoca and Marchex.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

NobelBiz

APRIL 18, 2022

In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. As a contact center leader, you must focus on 3 aspects: Call Center Management Call center management encompasses all activities taking place in a call center.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Blueship Call Center

OCTOBER 9, 2023

Often, when businesses strive to improve their performance management systems, they are motivated by the company’s bottom line. With the extra time you’ll have, you may concentrate on more crucial tasks like team training, data analysis, or customer service issues.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

NobelBiz

JUNE 5, 2023

This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods. Regular training programs, incentives, and supportive management can help to motivate agents and boost their performance. Running a contact center can get expensive.

Call Center 52

Call Center Scripts CRM Contact Center 52

DMG Consulting

JUNE 11, 2019

The Report provides an in-depth analysis of these artificial intelligence (AI)-enabled solutions, which are playing an increasingly influential role in the digital transformation and future of service organizations. Businesses that do not get on board with these technologies will be at a strategic disadvantage.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

DECEMBER 10, 2019

DMG’s 15 th annual report on this sector provides an in-depth analysis of the financial performance of the WFO market and its 38 vendors during the first six months of 2019, and compares market activity for this sector to the same period in the previous year.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 17, 2019

The 2019 – 2020 Robotic Process Automation Product and Market Report provides a detailed and insightful analysis of the overall RPA market, competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 9, 2020

DMG’s 16 th annual report on this fundamental contact center sector examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. Many vendors from various IT sectors.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 9, 2018

The 2018 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

ProProfs Blog

SEPTEMBER 17, 2021

A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. This acts as a reference guide for all the managers and team members alike. Incorporate Manager Training. What are its components?

Best practices 78

Best practices Surveys Journey mapping Gamification 78

DMG Consulting

DECEMBER 11, 2019

DMG’s twelfth annual report provides a thorough and authoritative analysis of the products, innovation and competitive landscape, and the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastucture (CBCCI) market. .

Consulting 48

Consulting Consulting Contact Center Marketing 48

Fonolo

DECEMBER 5, 2018

In January, Avaya emerged from bankruptcy with a newly listed stock (NYSE: AVYA); a balance sheet much lower in debt; a new management team; and a renewed focus. During that time, they managed to make a major acquisition, do a re-org, and launch some significant new products. What’s Inside: Gamification in the Contact Center.

Gamification 57

Gamification Contact Center Call Center Marketing 57