Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. Storyline: Gamification. Training: Proper, consistent, and ongoing training will help ensure those voice interactions are met with quality and precision. In the past, dealing with the phone system’s nuances and agent training were the biggest hurdles.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. Designer and consultant, Matt Watkinson, will teach you how to make changes and improvements to your customers’ experience through his casual and engaging writing style. ” – Charles W. Loyalty 3.0:

Customer Service 71

Customer Service Gamification Consulting Consulting 71

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. AI-enabled bots and IVAs will deliver information and provide answers more quickly and accurately than poorly trained agents, and they’ll do so more cost-effectively; this will profoundly change market dynamics. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Balto

SEPTEMBER 12, 2023

It collects and analyzes big data across different customer touchpoints, translates the text and speech into machine-readable language, and carries out sentiment analysis that helps understand customer emotions and intent. This type of training is called “reinforcement training”. Improve your employee experience.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52