Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Storyline: Gamification. Why Gamification Matters. Social Media ?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Friendly competition engages agents and motivates them to continually improve. Speech analytics. Gamification. Gamification uses game mechanics to make training more fun.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

DMG Consulting

JANUARY 10, 2022

Many of the applications that comprise these suites (See Figure 1) should be rolled out to employees in all departments that are part of the customer journey. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Fonolo

JANUARY 31, 2023

Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Statistics say that highly engaged employees are 87% less likely to quit their job than disengaged employees. Involve your employees in data collection and analytics.

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

Monet Software

APRIL 24, 2020

Remote workforce managers don’t have the ability to “feel” when their team is firing on all cylinders, but real-time analytics and live and recorded call monitoring can more than fill the gap. Channel-spanning communications, from always-on chat availability to mimic “side by sides” and voice and videoconference to add a personal touch.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Fonolo

JANUARY 29, 2019

Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! Concentrix Analytics Practice Lead. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. By using AI-enabled text analytics, contact centers can quickly identify and resolve customer issues, leading to increased efficiency and improved customer satisfaction.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

VHT

OCTOBER 18, 2018

The bot features a cheeky personality and will discuss late-night snacks, tv re-runs and weekend plans to help the involuntarily awake pass the time. They can also access customer history, account information and product lists to personalize service or offer upsells. Employee Engagement Technology.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Serenova

JULY 7, 2020

You can pair this with gamification that encourages learning. According to an MIT Sloan study , just eight months of soft skills training can yield 250% return on investment through increased productivity, better efficiency and improved employee engagement. Equip managers and supervisors with regular insights on performance.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Noble Systems

MARCH 19, 2021

The auto-attendant frees companies from needing to have a live person ready and waiting to answer every phone call. The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). Real-time Insights and Analytics. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Serenova

JULY 7, 2020

You can pair this with gamification that encourages learning. According to an MIT Sloan study , just eight months of soft skills training can yield 250% return on investment through increased productivity, better efficiency and improved employee engagement. Equip managers and supervisors with regular insights on performance.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

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

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Trend 1: Expansion Of Engagement Channels First, let’s get clear on synchronous channels. Be clear about how to succeed.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Noble Systems

MAY 18, 2017

They view the world differently and have redefined the meaning of success, both personally and professionally. By example, this new frontier of employee demands why most of the call centers’ agent onboarding and ongoing training curriculum needs to be modulated accordingly. Let them touch it!

Call Center 40

Call Center Finance Education Technology 40

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.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Gamification. What are the Benefits of using a WFO Solution? WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

JULY 24, 2020

Analytics solutions and information-based decision making are becoming prevalent. Collector-owned accounts maintain the continuity of the customer relationship and personalized service, and account familiarity helps increase customer satisfaction and can improve payment performance.

Call Center 87

Call Center Technology Gamification Analytics 87

JustCall

AUGUST 10, 2022

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Internal extensions – Each agent is given a personal extension line so customers can reach them easily. Voicemail – Voicemail can be enabled with personalized greetings. Alt-Text: Aircall Analytics.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Aspect

JANUARY 21, 2019

Concise and regular feedback on the employee’s personal performance vs. goal : Graphically display individual agent’s adherence vs. goal and team adherence vs. goal (for supervisors). 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

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. This ensures that the inbound calls always reach the correct person/department. Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. Making the Change with Confidence.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76