CSM Magazine

JUNE 10, 2021

Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Make internal knowledge easily available – move away from “knowledge management” and towards “knowledge sharing”. After all, they’ll also be looking for improvement ideas. .

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Noble Systems

MARCH 30, 2020

Contact center analytics that monitors 100% of interactions across channels can provide insight into present-day customer concerns. Real-time analytics can provide additional support to agents with automated alerts sharing new information as it becomes available, while they are on calls with customers. Analyze issues and trends.

Management 90

Management Gamification Contact Center Coaching 90

TechSee

JUNE 25, 2019

Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

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. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Why Gamification Matters. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ChurnZero

MAY 4, 2023

Vanilla offered new elements that we were looking for such as: gamification to drive adoption and engagement; customization; and comprehensive analytics. Vanilla also enabled us to link our knowledge base within our community. After a careful evaluation, we selected Higher Logic Vanilla.

SaaS 98

SaaS Best practices Gamification Feedback 98

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. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. One way to tackle these agent-related issues is by introducing gamification into the contact center workflow.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc. Working with large data sets (Big Data) is primarily used for HR analytics.

Management 59

Management Gamification Analytics Enterprise 59

Hodusoft

FEBRUARY 9, 2022

As a game-changer, analytics also occupies a pivotal position in call center trends 2022. . Most of them are comfortable and rather enjoy getting information about a product/service/company using the tools available on the website, customer portals such as control panel, and knowledge bases. Video chat . The way forward.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Speech analytics tools can screen 100% of recorded calls to identify common issues and individual calls that need further attention.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Enghouse Interactive

FEBRUARY 9, 2021

This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates. Agent Analytics (28.4% Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. planned, 48.4% planned, 48.4% planned, 38.7%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

OCTOBER 17, 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, 3 October 2019.

Consulting 48

Consulting Consulting Marketing Gamification 48

ProProfs Blog

SEPTEMBER 9, 2020

Leverage Gamification. 5. Leverage Gamification. One solution is to leverage gamification in your loyalty program by including multiple tasks and achievements to unlock. Some even offer customers rewards based on certain actions like earning a new membership level after spending a certain amount of money.

Gamification 144

Gamification Customer retention Metrics Sales 144

DMG Consulting

AUGUST 9, 2018

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, 8 August 2018.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

JUNE 11, 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, 23 May 2019.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Outsource Consultants

JUNE 1, 2020

The right DaaS solution can create a secure home-based work station for employees, and PCI compliance software can keep customer data secure by removing the agent from the transaction altogether without any negative impact to the customer experience.

At home agents 76

At home agents Gamification Call Center Consulting 76

CSM Magazine

NOVEMBER 1, 2018

Gamification has become an almost integral part of every learning and training program. Most best-in-class customer service training solutions already include a gamification engine that helps improve productivity and retention through gaming elements like badges, points, levels, rewards and leaderboards.

Customer Service 40

Customer Service Gamification industry standards Metrics 40

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Common Knowledge Base Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Win the Customer

FEBRUARY 3, 2016

AskNicely provides customer feedback software based on the Net Promoter Score (NPS) analytic framework. Dashboard analytics features: Net promoter score. Gamification’ facility to boost the productivity of support teams through motivation and awards. Create a customizable ‘knowledge base’.

Customer Experience 64

Customer Experience Feedback Gamification Metrics 64

aircall

FEBRUARY 1, 2021

Activities like gamification and healthy sales competitions help to inspire and motivate sales team members. Then, develop ways for sales representatives to access sales training materials, such as a knowledge base. Be sure to update your knowledge base often. . Incorporate soft skills training.

Best practices 62

Best practices Sales Call Center Coaching 62

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

CSM Magazine

JULY 3, 2017

How PMS helps: PMS effortlessly sifts through all that customer experience data and turns it into advanced analytics and reports right down to each individual employee. It’s a waste of time for the high-performing employees and managers alike.

Customer Service 44

Customer Service Coaching Gamification Sales 44

NobelBiz

FEBRUARY 22, 2023

Enhance your Knowledge Base with a chapter devoted to remote work and best practices, which includes all of the methods, rules, and solutions to particular telecommuting queries. Knowledge base An effective knowledge management platform provides remote agents with rapid access to client replies.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

Enhance your Knowledge Base with a chapter devoted to remote work and best practices, which includes all of the methods, rules, and solutions to particular telecommuting queries. Knowledge base An effective knowledge management platform provides remote agents with rapid access to client replies.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

OctopusTech

APRIL 25, 2019

Knowledge Bases or Information portals. Freshdesk has also followed the unique gamification trend to rewards agents with points for each ticket that was solved successfully and in time. The tools of this software also increase agent productivity and analytics plus reports that enable managers to watch-out agent performances.

Customer Support 90

Customer Support Gamification Multi-channel support Self service 90

ChurnZero

JULY 12, 2019

Think of utilities such as Google Analytics or your CRM solution. Applications in this category can be more or less “disposable” based on how often you need to access them. Two important components in gamification are surprise and delight. redirecting users to your knowledge base, a video tutorial, or product documentation.

Accountability 75

Accountability Metrics Education Marketing 75

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. Early-stage startups can get Zendesk free for 6 months.

Self service 52

Self service Analytics Enterprise APIs 52

TechSee

MARCH 7, 2019

With speech analytics, agents are equipped with a wide range of voice-based tools, enabling auto-recognition of accent, gender, and emotion. These systems also power conversational IVRs and voice-based virtual assistants. Gamification. The relationship between agents and VEAs must also be a two-way street.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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. Knowledge base tool. Integrated CRM. Call support system.

Customer Service 62

Customer Service CRM Self service Analytics 62

JustCall

APRIL 24, 2023

Generally, these applications should be able to integrate with the following platforms: CRM Data analytics, etc. Advanced analytics The data visualization and analytics feature make it easy to present your team’s results and make real-time decisions.

voip 52

voip CRM Enterprise Call Center 52

Fonolo

JUNE 17, 2015

Use incentives and gamification. Use speech analytics to identify training needs. Curate a knowledge base. If you're not taking advantage of our hardwired ability to turn stories into knowledge, you're wasting a lot of energy. Use incentives and gamification. Support extra online training.

Call Center 96

Call Center Gamification Coaching Contact Center 96

aircall

APRIL 16, 2021

Big data analytics. They’d rather take the lead and get an answer on their own using an automated voice response system or a knowledge base. They can use a knowledge base to answer questions, transfer calls to agents that are available, and access all the details that make for excellent customer service.

SaaS 62

SaaS Sales Coaching APIs 62

JustCall

MARCH 9, 2023

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. Conversation intelligence analytics help you get a leg up on your competition by offering deep insights into customer intent, objections, and sentiment.

Coaching 52

Coaching Sales Chatbots Analytics 52

Playvox

JUNE 22, 2023

Incorporate gamification and other engagement tactics to boost retention of content. Develop and enhance your knowledge base and resources available to agents to help them better resolve customer questions and challenges.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Hodusoft

AUGUST 9, 2023

With the first option, you get the choice of logging into your analytics and getting real-time reports on various Key Result Areas (KRAs) and Key Performance Indicators (KPIs.) 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

aircall

MARCH 22, 2021

Here’s a brief look at some of the best small business tools for startups : Cloud-based phone system with dashboard analytics – This lets you set up toll-free and international numbers for a local presence, cut down on startup expenses by setting up a virtual call center, and much more.

CRM 62

CRM Sales voip APIs 62