Tips and Techniques from the Gamification PlayBook

DMG

Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

Lee explains that interaction analytics and workforce engagement technologies may actually represent an even more valuable use of fintech, especially when it comes to cultivating exceptional customer experiences.

Contact Center Update: Catching Up With Noble Systems

Noble Systems

Lee and Erik covered a wide range of subject matter in the two-part Q&A, such as mitigating agent attrition, CCaaS adoption, gamification, and the requisite omnichannel functionality that today’s contact centers need.

Banking Strategies: A guide to effective fintech in 2019

Noble Systems

Lee explains that interaction analytics and workforce engagement technologies may actually represent an even more valuable use of fintech, especially when it comes to cultivating exceptional customer experiences.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

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.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

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.

Contact Center Agents and the Importance of Engagement

Noble Systems

Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase customer satisfaction and retention. Motivation Through Gamification .

Agent Retention: Closing the Revolving Door

Contact Center Pipeline

As Matt Stevenson, Mercer Partner and Leader of Mercer’s Workforce Strategy and Analytics group, pointed out, the growth of the on-demand economy will only drive up turnover rates. We know that agent turnover—particularly among entry-level staff—is still the No.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG

DMG Consulting Releases 2018 – 2019 Speech Analytics 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. What: Releases 13th annual Speech Analytics Product and Market Report. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

These 8 Technologies Are Transforming the Contact Center

DMG

Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. The success of speech analytics demonstrates how good technology accompanied by best practices is a winning formula for companies that can afford the investment. Customer journey analytics. Gamification. Thank you for your interest in DMG Consulting’s publications.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

Gamification, which applies game mechanics to engage employees by tracking and rewarding desired behaviours, has made recent gains in popularity in the global financial industry due to its effectiveness in improving engagement, customer experience and customer loyalty.

Contact Center Agents and the Importance of Engagement

Noble Systems

Workforce engagement management and gamification are applications that can be used to produce high-caliber, highly engaged agents who can generate the quality customer experiences that will increase customer satisfaction and retention. Motivation Through Gamification .

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. RPA makes the output from desktop analytics actionable by identifying activities that can be automated.

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Speech Analytics 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. What: Releases 12th annual Speech Analytics Product and Market Report. After 14 years in the commercial market, speech analytics has reached maturity, but the solutions have not become commoditized. The future of speech analytics is positive.

NICE Releases New Sales Performance Management Solution for Large Sales Organizations and NICE introduces Total Voice of the Customer, Combining Surveys with Interaction Analytics

Natalie Petouhof

The solution covers the full breadth of sales organization needs, including incentive compensation, quota and territory management, coaching, analytics and gamification. Analytics of Everything CEO Chief Revenue Officer Customer Experience Customer Service Customer Service Agents Customer Success Management digital transformation Dr. Natalie's Blog @constellationrg @drnatalie Amazon analytics Apache Abdera Business business intelligence Constellation Research.

"Follow the Leader", Featuring Patrick Russell

Call Center Weekly

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves.

Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

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. How Can Companies Benefit from Advanced Analytics? What Does Gamification Have To Do With Performance? Tweet Why is this announcement so important? Verint ® Systems Inc.

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

big data, predictive analytics). • Digital Marketing Transformation – Personalized, data-driven digital marketing. • Future of Work: Social Business – The technologies enabling teams to work together efficiently. Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016.

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

examples: big data, predictive analytics) . Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If so, let us know.

Employee Engagement and Better Customer Engagement in 2016

Verint

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. Everyone is looking for a competitive advantage in 2016.

4 Suggestions to Help Prepare for the Millennial Tsunami

Noble Systems

Millennials are very analytical and practical when it comes to learning and implementing their skill set. Here come the Millennials, also known as Next Gen and the Baby-On-board Generation.

Keep Your Call Center At-Home Agents Engaged

Callminer

Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. Use gamification. Remote employment is becoming increasingly popular across the United States.

Hello Krakow! Noble Systems Opens a New Office in Poland

Noble Systems

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market. Noble Systems is excited to announce the opening of a new office in Kraków, Poland!

Spotlight on Noble Systems

Jon Arnold

WFM is self-explanatory, IQ is their analytics suite, and Game is gamification. I’ve only seen this in demo form, but there’s a fair bit of AI, and I really like the gamification piece. Agent turnover is a chronic problem in contact centers, and for digital natives, gamification can really help mitigate that. The specific application is called Conversation Analytics, which uses AI to get more value from call recordings.

Hello Krakow! Noble Systems Opens a New Office in Poland

Noble Systems

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market. Noble Systems is excited to announce the opening of a new office in Kraków, Poland!

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

With speech analytics, agents are equipped with a wide range of voice-based tools, enabling auto-recognition of accent, gender, and emotion. Gamification.

Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology

inContact

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. inView Performance Management for CXone is raising agent engagement and motivation with gamification challenges and provides near-real-time updates on their performance, even when they’re working from home.

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 – 2019 Cloud-Based Contact Center Infrastructure Market Report. DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

One of the more actionable and accurate definitions of benchmarking I’ve seen goes like this: ‘Benchmarking is a strategic and analytical process of continuously measuring an organization’s products, services and operating methods against best practices of recognized leaders (inside or outside of the company’s business areas) for the purposes of improving performance results.’ So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE. Speech and text analytics, also known collectively as interaction analytics, provide a firsthand, unfiltered view of what transpires between customers and an organization.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. RPA makes the output from desktop analytics actionable by identifying activities that can be automated.

4 Reasons Your Customers Won’t Reach Out to Customer Service

GetFeedback

To do that, you’ll need a properly configured or even customized tool with really strong analytical capabilities. Various text templates, suggested replies, customer surveys, the ability to use virtual agents (chatbots) + strong analytics.

CRM 97

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report

DMG

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

How can we improve our contact center coaching?

DMG

Coaching methods range from manual activities performed by supervisors, such as whisper coaching or internal chat during live monitoring sessions, to automated capabilities supported by speech, text and desktop analytics solutions. Analytics-enabled coaching, supported by speech, text and desktop analytics applications, can systematically identify skills-based coaching opportunities and automatically trigger delivery of coaching and/or eLearning sessions.

Contact Center Technology Trends – Bring About Transformation

Dialer 360

These channels are combined with CRM, management, analytics and other solutions. Ongoing Improvements in Analytics. Call center analytics are necessary for customer shifting between them. Analytics dashboard is increasingly integrated to capture and analyze data.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

One of the more actionable and accurate definitions of benchmarking I’ve seen goes like this: ‘Benchmarking is a strategic and analytical process of continuously measuring an organization’s products, services and operating methods against best practices of recognized leaders (inside or outside of the company’s business areas) for the purposes of improving performance results.’ So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches.

Seven technologies to improve customer service in SMBs

NewVoiceMedia

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics. Gamification. Which technologies really can improve customer service?

Cloud Customer Experience – Why It’s a Good Move

Noble Systems

For example, some providers offer IVR, WFM, omnichannel communications, speech analytics and gamification in a single source, so you have seamless integration and only one vendor to work with. In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. Why is that? And how can they be sure that the cloud contact center will accomplish what they set out to do?

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Workforce Optimization Mid-Year Market Share Report. DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. 11/1/2017.

Our contact center only has 25 agents, what workforce optimization applications should we use?

DMG

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. Other applications that are part of feature-rich WFO suites include: speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics, gamification, coaching and eLearning.