DMG Consulting

APRIL 8, 2024

AI-Enabled WFM Promotes Efficiency and Flexibility View this article on the publisher’s website. DMG Consulting’s annual global survey of contact center and CX leaders reveals a high level of interest in WFM capabilities for 2024. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

COPC

NOVEMBER 15, 2023

The second article, “ Onboarding Best Practices: Reducing Attrition in the First 90 Days ” will offer insight and best practices for engaging and retaining new hires. Twenty-five percent of those surveyed said that they did not agree that the recruitment team accurately described the job.

Call Center 97

Call Center Employee engagement Best practices Contact Center 97

Playvox

JANUARY 13, 2022

ENJOYING THIS ARTICLE? Plus, of the workers surveyed, 70% said they’re somewhat likely to leave their current job for a chance to work at a place known for investing in employee training and development. Gamification. More contact centers are using gamification to complement their training programs and to incentivize teams.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Playvox

JULY 28, 2022

The generally accepted generations are defined as: Related Article: 4 Tips for Managing a Multigenerational Contact Center. But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

Playvox

APRIL 25, 2023

Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work 2. Related Article: Best Contact Center Software for Remote Workers 3. Here are some ideas: Incorporate gamification into your agent training and professional development program. Determine upfront how you will measure success. Engagement. Engagement.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

USAN

MAY 19, 2022

But adopting the following workforce optimization technologies can elevate the agent’s voice and ensure an enhanced experience for all: Post-Call Surveys Reinforced by AI. A post-call survey (given immediately after a call with a customer ends) can pinpoint agent issues in near real-time. Competitive Shift Bidding Tools.

Technology 52

Technology Gamification Contact Center First call resolution 52

CSM Magazine

JULY 28, 2022

Find out from this article which HR management software is the most popular and effective and put it into practice! Read this article in more detail about the possibilities of modern HR management software and find a list of the top 10 platforms and programs for HR managers.

Management 59

Management Gamification Analytics Enterprise 59

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. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Playvox

AUGUST 15, 2022

In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders. Training was cited by remote agents surveyed for the research as a key success factor, but it must be well-designed and delivered effectively. ENJOYING THIS ARTICLE?

Contact Center 77

Contact Center Gamification Surveys Management 77

NobelBiz

APRIL 18, 2023

In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. An article from Adobe Experience Cloud Blog notes that “Industry benchmarks are metrics a company can use to see how they’re performing compared to other businesses in their industry.”

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

COPC

JANUARY 15, 2024

Find tips for avoiding job shock by crafting an accurate job description in the first article in this series.  According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years.

Best practices 79

Best practices Employee engagement Coaching Feedback 79

Playvox

MARCH 12, 2023

But more than half (54%) of consumers in a Zendesk survey said it feels like customer service is an afterthought for most businesses they interact with — that’s not the feeling you want customers to walk away with. Related Article: Team Leaders: How to Personalize your Agent Training 3.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Leverage Gamification for Soft Skills Development. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

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

CSM Magazine

AUGUST 4, 2023

Gamify Your Experience Over recent years, gamification has gained increasing popularity due to its dual capability of engaging users while delivering educational value. Additionally, surveys are quick and easy to set up, making them a crucial step when strategizing engagement initiatives.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

Playvox

DECEMBER 21, 2022

Managers and agents in our survey weren’t on the same page when it comes to training, with managers favoring instructor-led training and agents preferring to work with another CSR to learn the ropes of handling customer interactions. Related Article: 3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% In this article, we take a deep dive into the different AI customer service technologies that companies are employing to improve their customer-facing interactions, as well as to enhance their internal processes. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Enterprise Analytics Contact Center 62

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. More and more customer service teams are using gamification as a means of improving their team performance and staff retention. What is gamification?

Gamification 194

Gamification Morale Contact center software B2B 194

UJET

NOVEMBER 3, 2020

Once an issue is resolved, AI completes tedious administrative tasks such as updating the CRM ticket, providing a survey, or gathering more detailed feedback. Agent Assist would identify your customer’s problem and immediately surface a knowledge article to the agent explaining what the blinking light means. Agent Assist Minimizes AHT.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Serenova

JUNE 11, 2019

A survey by Northwestern National Life revealed that 40% of respondents say their job is “very stressful” or “extremely stressful.”. In a May 29 article, HR Technologist outlines strategies and technologies employers can use to combat workplace stress, especially for your most sensitive (and often more challenging) employees.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

CSM Magazine

MARCH 5, 2024

Gamification elements, rewards, and social features can motivate patients to continue their treatment plans and adopt healthy behaviors. Feedback and surveys: gather patient feedback to improve the app and healthcare experience. Increased engagement: apps can make healthcare more engaging and interactive for patients.

Healthcare 52

Healthcare Education Gamification Consulting 52

UJET

NOVEMBER 3, 2020

Once an issue is resolved, AI completes tedious administrative tasks such as updating the CRM ticket, providing a survey, or gathering more detailed feedback. Agent Assist would identify your customer’s problem and immediately surface a knowledge article to the agent explaining what the blinking light means. Agent Assist Minimizes AHT.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Leverage Gamification for Soft Skills Development. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Customer Service Life

OCTOBER 20, 2017

This article was originally published on CustomerThink on September 14,2017 as my regular Advisor column. For example, if you want to incentivize CSAT but you know your agents have to manually send surveys to customers after each interaction, it’s not that likely they’ll send one to an upset customer. Click here to read the original.

Gamification 68

Gamification Upselling Contact Center Metrics 68

JivoChat

JULY 20, 2021

You can collect customer feedback with a survey or by conducting user testing and focus groups with your customers. Use In-Moment Surveys. Real-time surveys make it hard for customers to ignore your questions like they might with emails. In-moment surveys show users that their input is critical, which makes them feel valued.

Customer retention 52

Customer retention Gamification Education Self service 52

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Happier and more satisfied agents tend to perform better than those who feel discouraged, stressed, or anxious about their jobs.

Call Center 182

Call Center Management Scripts Coaching 182

GetFeedback

APRIL 17, 2019

In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal. But does this work well? And they don’t always.

Customer Service 102

Customer Service CRM Self service Gamification 102

NobelBiz

APRIL 18, 2022

In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. Because it is now so simple to deliver satisfaction surveys following an engagement, it is tempting to systematize them to the point where consumers do not reply.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

JivoChat

JULY 27, 2021

Use gamification. Gamification is a powerful way to influence customers and reward loyalty. Ask for their feedback in surveys, give them incentives for reviews, then show how you responded to the review. Social proof is one of the most powerful forms of influence. So collect and publish user-generated content.

Gamification 52

Gamification Chatbots Sales Feedback 52

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

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. Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? The gamification software Kahoot!, Step 1: Start with research.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Over half the managers we surveyed told us they work remotely five days per week, and the overwhelming majority (84%) said they were happy with that.

Contact Center 70

Contact Center Management Gamification Surveys 70

Playvox

MARCH 21, 2024

In a recent Harvard Business Review blog, results from a survey of 2,479 people were asked, “What has helped your career more, positive or negative feedback?” One fun way to provide recognition is via a gamification solution. For more ideas on ways you can motivate your agents, check out this article.

Morale 90

Morale Contact Center Quality management Coaching 90

Playvox

JUNE 22, 2023

Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics. Keep surveys short and set customer expectations ahead of time. is a good place to start. 10% off their next purchase) to boost response rates.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

OCTOBER 12, 2022

According to an article by KPMG , more than $7 trillion dollars will be invested in making work digital by 2023. Creative team building and sharing are also important, according to the customer service agents surveyed. Managers in the Playvox survey cited this as an important benefit of remote work. Train Well.

Best practices 76

Best practices Contact Center Management contact center solutions 76

RapportBoost

DECEMBER 10, 2018

Nate: Yeah, I was a huge advocate for the whole gamification trend, I guess you can consider it a buzz world at this point. And I do think that there are some values there, but it is just really shallow in it of itself, that whole concept of gamification; which is just simply applying game mechanics to everyday work.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40