NICE inContact

JULY 19, 2019

So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line. With such clear benefits, incorporating gamification into your performance management program is a win-win situation. Team Competition.

Gamification 54

Gamification Contact Center Employee engagement Call Center 54

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Fonolo

JANUARY 10, 2019

This is certainly the case with call centers. Contracting out your call center can cut overheads significantly, but poor service could lead to a mass departure of customers. In this blog, you’ll find three of the most notable pros and cons of outsourcing a call center. Lower Costs. Flexibilities.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

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. Healthcare Call Center Best Practices and Trends to Consider. Cloud-based healthcare contact centers eliminate business interruption. Learn More: Solutions for Healthcare Call Centers.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Noble Systems

JANUARY 21, 2019

Understanding the sales stages in the Hierarchy of Revenue Needs is the first step toward achieving a highly effective contact center sales team. By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time.

Gamification 52

Gamification Sales Contact Center CRM 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Do It Now to transform your contact center from a cost-center into a powerful revenue generator.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Omnichannel Support.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

JustCall

NOVEMBER 16, 2022

The Relevance Of Call Center eLearning Modules And Programs. Online training is the much-needed and most impactful method of eLearning call center training based on educational statistics, attractive infographics, and accumulated perceptions. Let us learn how important eLearning call center training is today!

Call Center 52

Call Center Consulting Consulting Education 52

NICE inContact

JULY 25, 2019

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Challenges can consistently be given through gamification tools. 2) Ask for Feedback.

Call Center 56

Call Center Gamification Coaching Surveys 56

VocalCom

JULY 3, 2017

Call center agents are at the core of every brand’s customer experience. Here are seven tips for training call center agents effectively. Offer peer training and gamification. Gamification can also be a fun way to encourage healthy competition during training practices.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Outsource Consultants

MARCH 14, 2018

In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company. Tap into the knowledge and experience of the call center agents for some unexpected results. Measure the impact of your changes.

Consulting 52

Consulting Consulting Call Center Calibration 52

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Playvox

MARCH 27, 2023

As someone who has worked in support centers before, I know firsthand how important it is to have engaging and effective training programs. One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Call Center Weekly

NOVEMBER 8, 2017

From authoring and leading a client success program, to journey mapping, to gamification, to managing a complex contact center, Nate is the guy to do it right and produce results. Follow the leader: LinkedIn | Twitter | Blog.

Journey mapping 167

Journey mapping Gamification Contact Center Management 167

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. Call Recording. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. The quality of a contact center’s infrastructure ultimately determines its success.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

NICE inContact

JANUARY 24, 2017

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. As with all contact center gamification , make sure you are driving the right behaviors, that all agents have an opportunity to win, and that guidelines are clear.

Call Center 55

Call Center Technology Contact Center Gamification 55

Talkdesk

APRIL 8, 2016

Nate chatted with Talkdesk Product Manager, Robert Sur, about the importance of leveraging call center data to develop and refine a phone support strategy. I’ve been on Talkdesk’s Product Marketing team for almost a year now, and I have always considered myself to be fairly knowledgeable about the merits of call center reporting.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

Real Blue Sky

JULY 12, 2022

In our last blog post , we talked about how employee turnover rate can often be 100%+ annually in a contact center. Incentives and Gamification. Using incentives and gamification is a great example of using advanced technology in contact center training. Speech Analytics.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Nicereply

APRIL 7, 2020

These features include but are not limited to a built-in call center, automation rules, gamification, reporting and analysis tools, native live chat widget widgets with proactive chat invitations, and much more. The post Nicereply x LiveAgent Integration Benefits appeared first on Customer Happiness Blog.

Gamification 90

Gamification Surveys B2C Feedback 90

NICE inContact

AUGUST 23, 2019

Gamification is one key way to do so. Gamification is critical in a contact center, but we’re not talking about your old school, gamification where supervisors manually tally scores at the end of the week. The post Managing Gen-Z and Millennials in the Contact Center appeared first on NICE inContact Blog.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gamification is one key way to do so. Gamification is critical in a contact center, but we’re not talking about your old school, gamification where supervisors manually tally scores at the end of the week. The post Managing Gen-Z and Millennials in the Contact Center appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Gamification Management Call Center 54

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. It’s safe to say that call centers don’t need to worry about productivity or retention among home-based workers.

Contact Center 54

Contact Center Gamification Call Center call center software 54

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Every contact center has the capability to add value to their company through customer acquisition. Your call center needs to be converting as many inquiries to leads as possible (more on that later).

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Fonolo

DECEMBER 18, 2018

We made it to the last blog post of 2018. 135 blog posts. What drives us is our deep belief in strengthening customer service and customer experience for call centers and contact centers across North America, and the knowledge that our solutions are making customers happier than ever. Over 5000 Twitter followers.

Gamification 70

Gamification Contact Center Call Center Customer Service 70

Monet Software

MARCH 19, 2020

Know thyself” is a Greek aphorism, which turns up throughout literary history from Plato to Emerson to self-help blogs. It’s also great advice for call center leaders seeking to enhance employee engagement. This research can get the ideas flowing but rapidly adopting #5 from some call center management post may not achieve much.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Fonolo

FEBRUARY 19, 2019

It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000 th blog post! From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. Call Center Metrics.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

JustCall

MARCH 9, 2023

If you think call center training is a thing of the past, the data will make you think again. The call center industry has grown to become a $180 billion industry in the United States, which employs over 5 million employees globally. 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train

Call Center 52

Call Center call center software Construction Best practices 52

Fonolo

JANUARY 15, 2019

Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. High demands, spikes in call volumes, and the never-ending complexities of customer concerns mean real employee burnout. The Top Contact Center Trends to Watch in 2019. Class dismissed.

Contact Center 80

Contact Center Gamification Call Center Self service 80

NICE inContact

JANUARY 23, 2019

The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seven days a week, 365 days a year. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed.

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. Getting and keeping contact center employees engaged is foundational to accomplishing this objective.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Fonolo

JANUARY 23, 2019

This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. We continue to see a very active M&A market in the contact center space. The Top Contact Center Trends to Watch in 2019.

Contact Center 62

Contact Center Gamification Call Center Marketing 62