DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

MARCH 18, 2021

In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. In Part 2 we will review the latest technologies that can help leverage their rich data sources to attract new patients. Healthcare Call Center Best Practices and Trends to Consider.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Outsource Consultants

AUGUST 3, 2020

Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. In this day and age when self-service options are available, customers are usually calling in because they have a more complicated issue that isn’t easily solved.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Noble Systems

SEPTEMBER 29, 2020

The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies. Gamification. What is Workforce Optimization (WFO)? What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

DMG Consulting

MARCH 11, 2021

DMG’s 14 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. The Report examines the business, market and technology trends and challenges confronting contact centers in the wake of the COVID-19 pandemic.

Consulting 59

Consulting Consulting Marketing Management 59

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. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

NOVEMBER 14, 2020

Enterprises are taking steps to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice. Consumers have been showing a preference for using self-service for a number of years,” said Donna Fluss, President of DMG Consulting.

Consulting 62

Consulting Consulting Marketing Customer Service 62

OctopusTech

MARCH 1, 2023

Today’s inbound call centers often provide customer service not only through telephone calls but also via email, chat, and more. Best Practices For Effective Inbound Calls Strategy 1. Automate where possible Modern technology has created a unique opportunity for automation in inbound call centers. Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NobelBiz

APRIL 18, 2023

Hyper efficiency refers to the ability of an organization or a team to perform at a level that is significantly higher than what is considered standard practice. Embracing Technology for Call Center Optimization Technology is probably the number factor in determining whether a contact center can achieve hyper efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Call center agents have become the clear frontline for customer service and brand reputation. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Scripting to facilitate conversations.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

DMG Consulting

OCTOBER 4, 2018

Below a list of some of innovation and distinguishing features among the leading KM solutions in the market: A KM methodology like knowledge-centered support (KCS) and other best practices are being embedded within the applications, which help organizations succeed with the solution.

Management 72

Management Virtual Agent Gamification Technical Support 72

DMG Consulting

MARCH 31, 2019

DMG’s twelfth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM.

Consulting 48

Consulting Consulting Marketing Management 48

teleopti

APRIL 30, 2019

For example, today’s customer service departments have a powerful role to play in sharing best-practice principles with the rest of the organization. Then use advanced WFM technology to balance and schedule different contract types and see the difference flexible working makes to employee satisfaction.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

Noble Systems

AUGUST 27, 2020

Telemarketing call centers can fulfill a variety of needs beyond simply selling, and they can provide both outbound telemarketing services and inbound telemarketing services. And what technologies do you need to get started? New technologies are also making face-to-face meetings or web conferencing appointments more common.

Telemarketing 53

Telemarketing Call Center Gamification Contact center software 53

NobelBiz

AUGUST 28, 2023

The Technology Tango: Dancing with Tech Troubles In the realm of contact centers, technology hiccups are like unexpected dance partners. Check out our free, on-demand Contact Center Gamification Workshop. Let’s dive into the whirlpool of common hurdles that contact centers often face, and how to conquer them with grace.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Cloud Contact Center for SMBs. allow the number.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? Are your customers happy? How do you know? ​​How

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Call center agents have become the clear frontline for customer service and brand reputation. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Scripting to facilitate conversations.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Creative Virtual

JULY 18, 2019

Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots are more than customer self-service tools. Not all chatbots are designed for the contact centre.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

Vonage

MARCH 26, 2018

According to Forrester, while self-service technologies now enable consumers to handle many routine tasks easily, across many devices and channels, there is a sense that “we’ve cut the soul out of customer interactions by removing the person-to-person connection.”. Building a personal connection.

Customer Experience 48

Customer Experience Best practices Interactive Voice Response Gamification 48

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. The technology that drives a successful digital-led Customer Success program. The community is a great resource for your customers because then it gets that self-service part. We use gamification in community a lot.

Gamification 98

Gamification Marketing Metrics Sales 98

Hodusoft

MAY 17, 2021

In a recent PwC survey , consulting major found that contact centers can cut costs by 15% to 30% with simple technological interventions and give agents extra time to focus on the most important customers. It works like a self-service platform akin to assembly line calling with agents getting no rest between calls.

call center software 52

call center software Call Center Interactive Voice Response Banking 52

Vonage

FEBRUARY 7, 2017

For example, more and more businesses are using gamification tools such as Motivate, which is designed to promote best practices and productivity among contact centre employees. The mistake: Customer service agents are only human, and have good days and bad days like anyone else. Getting the tone wrong.

Interactive Voice Response 48

Interactive Voice Response Customer Service Gamification Cloud contact 48

CSM Magazine

JULY 3, 2017

Lately it feels like a precarious time to be a customer service employee. Thanks to the millennial influence, customers are turning to digital self-service tools more than ever, and Artificial Intelligence is developing to the point where chatbots and chatting humans are becoming interchangeable (sad face emoji).

Customer Service 44

Customer Service Coaching Gamification Sales 44

Fonolo

JUNE 17, 2015

But training new and old employees on an ongoing basis can be tough, so here’s a guide to contact center training, along with our top call center training ideas and methods you can put into practice: Our 15 Most Powerful Call Center Training Methods Are: Hold regular training sessions. Use technology to monitor agent performance.

Call Center 96

Call Center Gamification Coaching Contact Center 96

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. The technology that drives a successful digital-led Customer Success program. The community is a great resource for your customers because then it gets that self-service part. We use gamification in community a lot.

Gamification 52

Gamification Marketing Metrics Sales 52

aircall

APRIL 16, 2021

Flexibility – SaaS uses an open API (application programming interface) technology. The advantage here is that cloud computing technology gives universal access to developers to enable their software solutions to work with other solutions. Mobility – Cloud computing technology works in connection with cellular technology.

SaaS 62

SaaS Sales Coaching APIs 62

Vistio

APRIL 2, 2022

One is a senior leader strategy session, and the other is an operational best practice exchange. What are some of your go-to technology suggestions to aid agents in onboarding and training processes? So I’m seeing a lot of my clients make big investments in legacy technology to do just that.

Contact Center 52

Contact Center Real estate Customer Service Self service 52