Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

OCTOBER 30, 2019

According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year. On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite).

Gamification 60

Gamification Construction Benchmark Employee engagement 60

Call Design

OCTOBER 30, 2019

According to an Aon Hewitt study , a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year. On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite).

Gamification 60

Gamification Construction Benchmark Employee engagement 60

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Jon Arnold

MARCH 28, 2019

Privately-held, revenues and profits are steady, and they have around 500 employees across six continents. Their core technology is home-grown, and with over 190 patents, it’s fair to say they have a culture of internal innovation. WFM is self-explanatory, IQ is their analytics suite, and Game is gamification.

Gamification 75

Gamification Contact Center Scripts Interactive Voice Response 75

Noble Systems

MARCH 30, 2020

Others are working tirelessly to set up secure work at home environments, develop crisis communications protocols, and identify technologies that will help them continue to provide exceptional service to their customers during this unsettled time. In addition, enabling contact center technologies that can help will be discussed.

Management 90

Management Gamification Contact Center Coaching 90

DMG Consulting

JANUARY 10, 2022

The technology and applications to transform the management of contact centers is available; what’s required is for leaders to recognize the need to adapt and the willingness to work with their employees to implement the changes. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

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.”. The investments in infrastructure and technology to make remote working possible won’t vanish. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

SEPTEMBER 3, 2019

In addition to training on the product they are servicing or the offer they are selling, they also need training on security, regulatory compliance, soft skills and proper use of the tools and technologies that they are required to use each day. Training bolsters agent confidence and keeps them engaged which increases job satisfaction.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important?

Call Center 141

Call Center Contact Center Coaching Gamification 141

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Playvox

MARCH 12, 2023

Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business. 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

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights.

Gamification 45

Gamification Management Analytics Metrics 45

Fonolo

JANUARY 29, 2019

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% Compound Annual Growth Rate during the forecast period. Read more about why here. Twitter: @jtwatkin.

Call Center 85

Call Center Airlines Contact Center Self service 85

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. For more information about these elements, download our whitepaper on employee engagement here.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. In the past, the technology required to power small business call center software and hardware was usually expensive and bulky. Real-time Insights and Analytics. Cloud Contact Center for SMBs. Database Integration.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

VHT

OCTOBER 18, 2018

These five proven technologies will help meet that challenge, especially when deployed in innovative, customer-savvy applications. A KMS working in contact with data analytics will pop other useful information to agents as they talk with customers. Employee Engagement Technology.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Serenova

JULY 7, 2020

Leverage technology to make customer interactions valuable training sessions. You can pair this with gamification that encourages learning. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches. Empower agents with customized training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Noble Systems

AUGUST 1, 2019

The good news that that there are contact center technologies that can alleviate stress, make the agents’ job easier, and keep them motivated and engaged. Speech analytics can help you identify issues so that they can be resolved before they become major problems. These enabling technologies will also be discussed in Part 2.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

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

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. A low NPS score could come from a caller who experienced wonderful agent engagement but didn’t get their issue resolved.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Serenova

JULY 7, 2020

Leverage technology to make customer interactions valuable training sessions. You can pair this with gamification that encourages learning. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches. Empower agents with customized training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation. Topic: ‘Using Analytics to improve Customer Experience’. Luke Jamieson | Head of Service Centre at First State Super.

Transportation 40

Transportation Government Multichannel Consulting 40

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Playvox

APRIL 27, 2023

Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Address all challenges that come up — for customers and agents. Make changes based on these actionable insights.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Noble Systems

MAY 18, 2017

Call Center’s are incorporating innovated technology and modifying their cultures to encompass agent training programs and daily operations. Millennials have practically grown up with technology. This the very reason why Companies need to ensure their technological appetite is satiated in this new, professional environment.

Call Center 40

Call Center Finance Education Technology 40

Noble Systems

JULY 24, 2020

With a changing economy, high unemployment, increasing competition and consolidation, massive regulatory burden, and evolving legal requirements, the collections call center industry is reacting by embracing new approaches and new technologies to improve efficiencies, boost recovery rates, and beat the competition.

Call Center 87

Call Center Technology Gamification Analytics 87

Fonolo

DECEMBER 13, 2022

Offering agent engagement surveys and incentives for completing them. . Step #4: Invest in Employee Engagement . Agent engagement has a direct domino effect on productivity, customer satisfaction, and your company’s profits. . 4 Practical Ways to Drive Agent Engagement. Experiment with gamification. .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

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

The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies. Gamification. What is Workforce Optimization (WFO)? What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

FEBRUARY 17, 2021

Avoiding siloed products by choosing an all-in-one solution that includes quality management (QM), workforce management (WFM), analytics and business intelligence, means agents and contact centre leaders can see all critical data on a single unified dashboard. 3 Ways to Empower Employees With a Little Help From the Cloud.

Gamification 52

Gamification Analytics Employee engagement Quality management 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. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information.

voip 52

voip Interactive Voice Response APIs Contact Center 52