Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. Why Gamification Matters.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

MARCH 9, 2020

They are investing in AI, robotic process automation (RPA), big data, knowledge management (KM) and digital-first solutions, as well as cloud servicing initiatives. Companies have begun the process of digital transformation, building omni-channel service environments and implementing robotics to automate redundant and manual tasks.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Natalie Petouhof

FEBRUARY 28, 2016

In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016. . Why Is It Important to Balance Cost, Quality and Customer Service? What Does Gamification Have To Do With Performance?

Gamification 45

Gamification Management Analytics Metrics 45