Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Storyline: Gamification. Which Topics Are Most Important for Your Customer Service Department in 2017?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

MARCH 7, 2019

Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Gamification. This combination is used in Vodafone’s Welcome Team approach, which uses Big Data analysis to predict almost all potential onboarding issues.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Other types of data that it collects include customer demographics, lifestyle, and interests. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

aircall

APRIL 16, 2021

Establish performance metrics (response time, retention, engagement, etc.). SaaS works well for a variety of general use cases, including: Data backup. Big data analytics. 8) Failing to track metrics. 2) Failing to offer self-service options. Improve interdepartmental collaboration. troubleshooting.

SaaS 62

SaaS Sales Coaching APIs 62