Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Dive Deeper into Customer Intelligence with Analytics. Expand Digital Capabilities. Enhance Social Engagement.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

GetFeedback

APRIL 17, 2019

And, if your tool is capable enough, you can leverage AI-suggested replies and even AI-powered chatbots. To do that, you’ll need a properly configured or even customized tool with really strong analytical capabilities. Such features as templates for emails, live chat replies or social network posts can do the trick.

Customer Service 102

Customer Service CRM Self service Gamification 102

DMG Consulting

MARCH 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 19 July 2017.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

VHT

OCTOBER 18, 2018

People love using chatbots for simple tasks. Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) that make things easier for both – support agents and customers. Free Trial: Available for 14 days Pricing: $19 – $99 per agent/ month.

Self service 52

Self service Analytics Enterprise APIs 52

Expivia

JULY 21, 2021

Advanced Analytics Software. Every world-class call center should invest in analytics technology. You can’t rely on customer surveys to see how well you’re performing. . Call analytics software changes the game in how you view each call. Gamification. And gamification is a great way to do that. .

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

JustCall

MARCH 9, 2023

AI-powered Chatbots AI chatbots combine the power of NLP and machine learning to simulate human interaction through text inputs and voice commands. Call Recording and Analytics Software Call recordings are analyzed for important moments that indicate whether reps are following or deviating from their call plan/script.

Coaching 52

Coaching Sales Chatbots Analytics 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

OctopusTech

SEPTEMBER 29, 2022

A customer service tool also provides a knowledge base to users, handles inbound and outbound communications, come up with analytics dashboards, and integrates with various automation software. Reports and analytics. If representatives are busy providing live chat services, then chatbots can also be used here. Integrated CRM.

Customer Service 62

Customer Service CRM Self service Analytics 62

Eckoh

JANUARY 31, 2020

Data-driven decisions Managers will have access to live dashboards that provide fine-grained visibility into customer queries, feedback from surveys, agent utilization and performance. Rather than waiting for the next daily report to come from an MI team, they will have access to real-time analytics on any device.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

Aspect

JANUARY 21, 2019

A recent Aspect survey of 500 consumers showed that 72 percent of consumers would rather interact with a happy agent and have their experience take longer than deal with an uninterested agent. A fun environment where employees can interact with their peers : Add individual and team gamification with awards and badges.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Hodusoft

AUGUST 9, 2023

As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations). Business owners just need to log in to their dashboards and get all real-time analytics and generate reports with just a few clicks of a button.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Noble Systems

OCTOBER 17, 2019

According to a recent study by the Chief Marketing Officer (CMO) Council, 47% of those surveyed indicated that they would abandon a brand if they repeatedly encountered poor, frustrating cross-channel experiences. Self service options such as chatbots and virtual assistants provide this option.

Self service 57

Self service Gamification Contact Center Interactive Voice Response 57

JustCall

MARCH 23, 2023

Further, JustCall has integrated data analytics tools to provide comprehensive analytics on demand, including call abandonment rate and customer satisfaction scores. For example, you can use call analytics to track the performance of your call scripts. Toll-free numbers – Provides local and toll-free numbers instantly.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

JivoChat

JUNE 8, 2021

For instance, apps like JivoChat use AI chatbots to qualify visitors and suggest complementary products before passing on the “warmed up” prospect to the sales team. Analytics: Track your upsell performance to optimize your offers. Advanced Analytics: Monitor the performance of your offers. Post-purchase surveys.

Upselling 52

Upselling Analytics Sales Personalization 52

Balto

APRIL 20, 2023

According to a Gartner survey , “real estate/facilities management” was the greatest target for budget cuts; 72% of CFOs wanted to trim their organization’s real estate footprint. A survey of 4,000 employees found that 74% of employees who kept their jobs amidst a layoff felt that their own productivity had declined as a result.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

JustCall

APRIL 12, 2023

Centralizing And Democratizing Customer Data to Enable Better Coordination between Virtual Call Center Agents Intra-organization coordination is extremely important, as the same Invoca survey mentioned above revealed that 53% of the consumers needed to repeat the same set of information to different call center agents to get their query resolved!

virtual call center 52

virtual call center call center solutions Call Center call center software 52

Balto

SEPTEMBER 12, 2023

Harnessing Predictive Analytics for Enhanced CX Utilizing predictive analytics enables you to gain accurate insights about what your customers need and expect from your institution. By showing each customer that you “remember” that last issue they had with your services, you’ll earn their trust and boost customer retention.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52