3CLogic

JANUARY 5, 2022

As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. 5 Contact Center Technology Trends To Expect In The Coming Year.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys, and social media. VoC Technologies that Monitor Feedback and Reward Employees. You can maximize ROI by teaming up Voice of the Customer and Gamification technologies.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Noble Systems

FEBRUARY 10, 2021

Thanks to COVID, companies learned quickly that a flexible, omnichannel cloud-based technology that supports on-site, remote and hybrid working models is fundamental to being able to deliver the best possible experience to customers from anywhere at any time. Anywhere customer service and engagement. Self-serve is the new “preferred” service.

Contact Center 98

Contact Center Gamification Self service Analytics 98

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

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

SEPTEMBER 26, 2018

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.

Consulting 48

Consulting Consulting Analytics Marketing 48

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas. Read more of Paul’s thoughts on SNUG 2019 here.

Gamification 75

Gamification Contact Center Coaching Education 75

CSM Magazine

JULY 28, 2022

As practice shows, modern technologies provide wide opportunities in the field of HR management. New approaches to the implementation of HR management processes cause a significant technological transformation. Working with large data sets (Big Data) is primarily used for HR analytics.

Management 59

Management Gamification Analytics Enterprise 59

DMG Consulting

OCTOBER 18, 2017

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. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

APRIL 8, 2024

DMG Consulting’s annual global survey of contact center and CX leaders reveals a high level of interest in WFM capabilities for 2024. percent of survey participants, making them the second-highest-ranked contact center technology and application investment for the year. These solutions were identified by 37.5 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

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. Speech analytics. Gamification. Insufficient tools and resources.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). We’re also seeing a new wave of workforce management and speech analytics vendors that are hoping to open up the market by giving companies different options.

Management 62

Management Enterprise Analytics Contact Center 62

CSM Magazine

APRIL 15, 2021

When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Playvox

APRIL 27, 2023

Gather strategic insights to determine preferences, including detailed reports on consumer behavior and data from customer surveys on how they use various channels. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Step 1: Start with research. Be clear about how to succeed.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

APRIL 25, 2023

ICMI shared that the top skills contact center focused on in agent training were learning the technologies used to provide service, customer service techniques, and the role of an agent. Here are some ideas: Incorporate gamification into your agent training and professional development program. First up, what will you cover?

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

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

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. When: Today, 3 March 2020.

Consulting 62

Consulting Consulting Contact Center Gamification 62

DMG Consulting

AUGUST 21, 2017

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. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. Leverage Gamification for Soft Skills Development. Dive Deeper into Customer Intelligence with Analytics.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

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, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

DECEMBER 7, 2020

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.

Consulting 62

Consulting Consulting Contact Center Marketing 62

ChurnZero

MAY 4, 2023

Monitor customer feedback for common threads Prior to the re-launch, we put together several customer feedback roundtables and fielded a survey to solicit customer input. Choose the right technology platform Like talent, the right technology is crucial for an online community.

SaaS 98

SaaS Best practices Gamification Feedback 98

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. Leverage Gamification for Soft Skills Development. Dive Deeper into Customer Intelligence with Analytics.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Per Metrigy’s * most recent study, 71.6% planned, 46.5% planned, 48.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NobelBiz

AUGUST 28, 2023

The Technology Tango: Dancing with Tech Troubles In the realm of contact centers, technology hiccups are like unexpected dance partners. Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Dialer 360

DECEMBER 14, 2018

they don’t add up financially more and more organization turning to technology support. Call center future technologies would be modernized with workforce optimization solutions. While technology is advancing with nearly every industry. Technological innovations are changing the customer services.

Contact Center 20

Contact Center Technology Gamification Call Center 20

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. When: Today, 3 October 2019.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

DECEMBER 10, 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, 12 November 2019.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

CSM Magazine

FEBRUARY 1, 2022

Two of the top wishes that agents identified in Calabrio’s survey are more frequent training and more personalized development. Performance Coaching will also integrate with learning management systems to provide training to address agent gaps and with gamification tools to reward improvement and success.

Coaching 52

Coaching Gamification Customer Service Quality management 52

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2. Automate where possible Modern technology has created a unique opportunity for automation in inbound call centers.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

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. Recent advancements in AI technology, along with consumer preferences for self-service options in digital channels, are driving interest in and adoption of IVAs. When: Today, 8 August 2018.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? According to a Zendesk survey, 73% of consumers will switch to a competitor after multiple bad experiences — and more than half will abandon a company after just one poor interaction. QA analyzes problems after they happen.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Noble Systems

OCTOBER 22, 2018

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. Gamification can help you get there and keep you there.

Banking 48

Banking Gamification Customer centricity Surveys 48

Eckoh

JANUARY 31, 2020

Data-driven decisions Managers will have access to live dashboards that provide fine-grained visibility into customer queries, feedback from surveys, agent utilization and performance. Rather than waiting for the next daily report to come from an MI team, they will have access to real-time analytics on any device.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52