Call Design

SEPTEMBER 21, 2021

Textbook knowledge, learning from presentations or listening to co-workers presents limitations when training agents. Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. That’s why customer service agents need to be present, active, and alert on these channels. Why Gamification Matters. Gamification guides and reinforces high-value activity by capturing employee performance data and, in turn, using that data to motivate them with rewards and points.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

AWS Machine Learning

FEBRUARY 13, 2024

Nanda has over 18 years of experience working in Java/J2EE, Spring technologies, and big data frameworks using Hadoop and Apache Spark. In his previous role, he conceptualized, created, and led teams to build a ground-up, open source-based AI and gamification platform, and successfully commercialized it with over 100 clients.

Engineering 94

Engineering Gamification Scripts Big data 94

DMG Consulting

MARCH 9, 2020

The Report also presents an autoritative analysis of WFO market activity for the first half of 2019 and provides 5-year market projections for 12 WFO application components. They are investing in AI, robotic process automation (RPA), big data, knowledge management (KM) and digital-first solutions, as well as cloud servicing initiatives.

Consulting 48

Consulting Consulting Marketing Contact Center 48

aircall

DECEMBER 23, 2020

Big data has changed the dynamics of the B2B sales cycle. As for the second point, the rise of big data has not only increased how much data buyers have access to, but the channels they use to do research are more flexible than ever before. 2) Predictive analytics tools use data to forecast future sales results.

B2B 62

B2B Sales Technology voip 62

ProProfs Blog

JUNE 30, 2020

Shep Hyken is customer service and experience expert, an award-winning keynote speaker, a New York Times and Wall Street Journal bestselling author and the Chief Amazement Officer of Shepard Presentations, which he founded in 1983. How to Revolutionize Customer Employee Engagement with Big Data and Gamification.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128