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.

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.

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.

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG

DMG Consulting Releases 2017 Contact Center Gamification 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 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers.

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.

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 .

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.

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.

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.

"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.

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!

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.

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 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.

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.

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.

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.

Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

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. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.

DMG Consulting Releases 2018 Intelligent Virtual Agent 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 Intelligent Virtual Agent Product and Market Report. DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. 8/8/2018.

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.

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?

17 Surprising Stats About Call Centers

Fonolo

Gamification is the future of employee engagement and attrition for the call center. Concentrix Analytics Practice Lead. As a seasoned consumer experience practitioner, Reagan leads the Concentrix Analytics Practice, where insights and predictions become effortless experience.

DMG Consulting Releases 2018 Robotic Process Automation 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 Robotic Process Automation Product and Market Report. DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. 8/1/2018.

DMG Consulting Releases 2017 Contact Center Workforce Optimization 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 Contact Center Workforce Optimization Market Share Report. DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. 6/7/2017.

DMG Consulting Releases 2017 Contact Center 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 2017 Contact Center Workforce Management Product and Market Report. DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. 3/21/2017.

DMG Consulting Releases 2018 Contact Center Workforce Optimization 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 2018 Knowledge Management Product and Market Report. DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018.

Five Tips for Improving Contact Center Management

inContact

Your need insights and analytics that empower you to make the right decisions. They also will self-manage and appreciate gamification ! Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations.

DMG Consulting Releases 2018 Knowledge 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 2018 Knowledge Management Product and Market Report. DMG Consulting Releases 2018 Knowledge Management Product and Market Report. 5/2/2018.

DMG Consulting Releases 2017 – 2018 Workforce Optimization 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 2017 – 2018 Workforce Optimization Product and Market Report. DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. 1/3/2018.

DMG Consulting Releases 2018 – 2019 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 2018 – 2019 Workforce Management Product and Market Report. DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. 3/12/2018.

WFO’s Journey into the Future

DMG

Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. Another growth opportunity may come from a break-out solution, for example customer journey analytics, as these solutions are intended to address all customer touch points, not just the contact center. WFO’s Journey into the Future .

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure 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 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017.

Make Life Easier for Your Entire Workforce

Aspect

Automated real-time guidance : Provide a screen pop to agents during a call when predictive analytics have shown a high probability of a successful upsell. A fun environment where employees can interact with their peers : Add individual and team gamification with awards and badges.

DMG Consulting Releases 2017 Intelligent Virtual Agent 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 2017 Intelligent Virtual Agent Product and Market Report. DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. 7/19/2017.

A Contact Center Expert’s Guide to Improving CX in 2019

VHT

A KMS working in contact with data analytics will pop other useful information to agents as they talk with customers. And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers.