DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Aspect

SEPTEMBER 21, 2018

Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Your agent’s ability to work from home will define the success of your program, and will have a direct impact on the customer experience delivered. Define the Home Office.

At home agents 78

At home agents Coaching Gamification Metrics 78

NICE inContact

MARCH 29, 2018

Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inView TM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Issues are identified and addressed immediately.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

DMG Consulting

MARCH 31, 2017

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Contact Center Workforce Management Product and Market Report. 2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 18, 2017

Companies that take speech analytics seriously, and invest in the resources and best practices to build an effective program, are realizing quantifiable benefits that enhance the customer journey and improve the bottom line.”. The future of speech analytics is positive.

Consulting 48

Consulting Consulting Analytics Marketing 48

NICE inContact

NOVEMBER 6, 2018

Inadequate contact center software can not only hamper your ability to manage your operation appropriately, but also inhibit your agents from providing the superior customer experience you want to offer. In order to be able to make any educated decisions, remember the old saying: you cannot manage what you cannot measure.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Customer Centric Support

SEPTEMBER 1, 2016

Both the agent and the customer experience will be exponentially better with 360 degrees of partnership – agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, and everyone partnering with customers to foster a meaningful relationship.

Customer Service 48

Customer Service Gamification Quality management Customer centricity 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. But don’t let technology get in the way of a good customer experience.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Expivia

JULY 21, 2021

By monitoring every single call, picking up keywords, and building customer profiles, call center analytics software gives you the advantage of monitoring the customer’s entire journey. It gives you everything you need to optimize and enhance the customer experience. Workforce Management Software. Gamification.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NICE inContact

AUGUST 1, 2017

Luckily the market now offers powerful data aggregation and performance management tools that automate these processes and proactively notify managers on both negative and positive agent performance. Automated quality management tools can also be configured to be more positive. This makes work fun and engaging for agents.

Coaching 49

Coaching Contact Center Construction Gamification 49

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. I’ve managed and created large thermometer team games, car races, horse races, etc. Follow the leader: LinkedIn | Twitter.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Voice of The Customer. Quality Management. Gamification. Try these additional resources: BLOG: Call Center Software 101: Introduction to Customer Contact Technology • read.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345