Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Noble Systems

MARCH 20, 2019

To this end, the use of call center gamification represents a bona-fide breakthrough. Never has such a revolutionary approach been so badly needed, as the statistics lay out some stark truths: 71 percent of all employees are not engaged while at work and the average call center has a 26 percent attrition rate.

Gamification 75

Gamification Call Center Customer Experience Banking 75

Balto

OCTOBER 20, 2022

Quality assurance (QA) is critical to any thriving call center. Without it, you have no way of knowing how agents are truly performing, and your customers won’t receive top-notch service. QA and customer satisfaction are intrinsically linked. Six Ways to Improve Call Center Quality Assurance. 6) Use Gamification.

Best practices 52

Best practices Call Center Gamification Coaching 52

Noble Systems

JANUARY 2, 2019

In Part 1 of a recent interview with CUSTOMERZONE360, Lee Allum, VP of Marketing, Noble Systems, provides Editor Erik Linask with a rare “behind-the-scenes” look at the factors affecting change across the contact center industry and how Noble Systems has evolved its portfolio to stay aligned with customer needs.

Contact Center 75

Contact Center Gamification Best practices Marketing 75

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023.

Call Center 147

Call Center Management Benchmark Contact Center 147

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? CSAT = (number of positive responses / the total number of responses) x 100.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

APRIL 14, 2017

Question: We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start? As with most applications, best practices are essential for the success of the initiative.

Gamification 48

Gamification Best practices Employee engagement Contact Center 48

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Self service Gamification Contact Center 196

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged. What is Agent Experience? Train Regularly.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. Let’s talk about solutions and best practices you can leverage to set your remote teams up for success.

Management 88

Management Gamification Calibration Quality management 88

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Noble Systems

AUGUST 4, 2020

Collection contact centers continue to face a number of ongoing challenges including increasing global competition, changing channel preferences, and evolving regulatory and legal requirements, just to name a few. Omnichannel contact centers put the right information in front of collectors at the right time.

Gamification 86

Gamification Analytics Contact Center Coaching 86

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 identifies the gaps between what customers expect and the actual experience they have with your company.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. The technology to establish a successful remote contact center program is available now.

Contact Center 54

Contact Center Gamification Call Center call center software 54

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

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You need to keep up with constantly growing and shifting customer expectations. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

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 identifies the gaps between what customers expect and the actual experience they have with your company.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Robert Davis

NOVEMBER 10, 2018

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Press Release. ROSWELL, Ga. November 13, 2018 – Robert C.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Noble Systems

MARCH 18, 2021

Healthcare contact centers, most often the first point of patient contact, are typically tasked with handling a wide range of functions. In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. Many healthcare providers have yet to deliver.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. Customer experience matters, a lot.

Gamification 116

Gamification Airlines Contact Center B2B 116

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

DMG Consulting

MARCH 31, 2017

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

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Ensuring Post-Migration Success.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Balto

NOVEMBER 2, 2022

The ultimate goal of managers is to ensure an efficient and successful contact center that meets or exceeds key KPIs and drives business goals. Call Center Management Roles Defined. When it comes to call center managers, there are a few different types of roles that are most common. Want to manage your call center better?

Call Center 52

Call Center Management Average Handle Time Gamification 52

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. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Fonolo

SEPTEMBER 30, 2022

Gamification is one of the best ways to help your agents internalize these important skills and use them effectively in their roles. There are many types of skills that will come in handy in the call center, so we’ve compiled our top picks for improving contact center performance: Communication and tone.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81