Playvox

JANUARY 30, 2024

Examples of Gamification in the Workplace While not a new concept, brand-name and small companies alike use gamification in the workplace to engage and motivate customers, prospects, sales teams, developers, and contact center agents. Related article: Remote Agent Training In Contact Centers: 5 Key Strategies 7.

Gamification 79

Gamification Contact Center Coaching Quality management 79

DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Playvox

APRIL 21, 2023

Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team. With digital workforce management , workforce managers can get out of spreadsheets and into higher-value work.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. View this article on the publisher’s website. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Playvox

NOVEMBER 4, 2021

ENJOYING THIS ARTICLE? If your competitors offer a broader range of channels for support and sales, then you need to update your contact center software to level the playing field or, even better, get ahead of the competition. Sign up for our newsletter. How about mobile device support?

Contact Center 52

Contact Center Technology Contact center software contact center solutions 52

Global Response

MARCH 18, 2022

From setting helpful metrics and KPIs to track and improve on, to doing customer and market research to understand your audience’s pain points, there’s a lot of call center strategies that can take your customer experience from standard to superior. Quality Assurance measures the quality of an agent’s assistance and etiquette during a call.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Setting agreed-upon metrics across different areas of the business — IT, the C-Suite, sales, operations, etc. — is a good place to start.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. View this article on the publisher’s website. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Global Response

MARCH 1, 2022

To determine which call center KPIs are most important for your business, start by considering your current goals. By determining and tracking KPIs for your call center, you can better understand what’s working and what’s not working in order to achieve your goals and drive results for your company and sales.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

NobelBiz

APRIL 5, 2022

However, managing a contact center doesn’t come without its challenges and risks. In this article, we detail 10 of the biggest Risk Factors that most Contact Centers face And How To Resolve Each One of Them. Why is managing risk factors so important in the contact center industry?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10