NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

USAN

JUNE 14, 2022

Contact center turnover rates have historically been high. These factors create more opportunities for agents looking to leave the contact center industry. These factors create more opportunities for agents looking to leave the contact center industry. What is causing the increasing agent churn?

Contact Center 52

Contact Center Gamification Construction Technology 52

Noble Systems

JANUARY 21, 2019

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. Understanding the sales stages in the Hierarchy of Revenue Needs is the first step toward achieving a highly effective contact center sales team. Gamification uses game mechanics to encourage desired behaviors.

Gamification 52

Gamification Sales CRM Contact Center 52

NICE inContact

JANUARY 23, 2019

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. 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.

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

Spearline

DECEMBER 19, 2022

Many of us are realizing that some of our decisions were a little hasty, while others have come to the realization that their tech stacks are just not sufficient for the still shifting contact center technology sands. They want omnichannel experiences and they are not for turning.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Both generations are tech-savvy, but each rely on technology differently. This type of communication is vital to the fast-pace environment of a contact center.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Both generations are tech-savvy, but each rely on technology differently. This type of communication is vital to the fast-pace environment of a contact center.

Contact Center 54

Contact Center Gamification Management Call Center 54

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). Today’s digitally-savvy customers have zero tolerance for bad customer experience; this certainly includes their experiences with contact centers.

Contact Center 80

Contact Center Gamification Call Center Self service 80

USAN

MAY 19, 2022

Contact center agents have been under a lot of pressure since the pandemic began. By investing in helpful contact center tools and technologies. Using Technology to Drive Workforce Optimization. The post 3 Technologies That Are Increasing Agent Engagement Post Call appeared first on USAN.

Technology 52

Technology Gamification Contact Center First call resolution 52

Fonolo

JANUARY 9, 2019

2018 was a big year for the contact center industry. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more.

Contact Center 70

Contact Center Gamification voip Chatbots 70

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Monet Software

MARCH 19, 2020

How probing questions can shape workforce engagement and where technology fits in. 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. And technology itself isn’t innovation.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

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

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. You need the technology infrastructure to make it a reality.

Contact Center 54

Contact Center Gamification Call Center call center software 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 53

Employee engagement Contact Center Gamification Customer centricity 53

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout?

Contact Center 0

Contact Center Gamification Morale Technology 0

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? Ten Critical Technologies to Transform Customer Engagement ’. And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Customer Experience 3.0 Social media.

Technology 113

Technology Customer Service Gamification Wireless 113

Noble Systems

AUGUST 1, 2019

By ignoring the signs of agent overload and just considering high attrition as a fact of life in your contact center, you are risking your reputation, and the negative impact to customer satisfaction, customer retention and bottom-line results. This blog is Part 1 of a two-part series. Loss of concentration. Negative attitude.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 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. Voice-Powered Technology (VPT).

Contact Center 62

Contact Center Gamification Call Center Marketing 62

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

USAN

MAY 10, 2022

Most contact centers have been optimizing the customer experience for years. But for contact centers operating in an age of evolving workplaces and workforces, this is increasingly important. But for contact centers operating in an age of evolving workplaces and workforces, this is increasingly important.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

Outsource Consultants

AUGUST 28, 2018

A recent article by Bill Price gives the viewpoint that first contact resolution (FCR) can be the most important contact center metric that drives customer satisfaction. However, it’s often a faulty metric with how contact centers track and report it as a one-size-fits-all piece of data.

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Aspect

OCTOBER 23, 2018

While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. It all starts with a sound technology foundation. This could be merit increment for gamification, different pay rate, or other special incentive.

Gamification 113

Gamification Contact Center Management Technology 113

NICE inContact

MARCH 29, 2018

Our goal was to serve our customers better,” says Young Energy’s Chief Technology Officer Bruce Gilbert. “We And agents stay motivated With inView’s gamification capabilities, get continual feedback on their performance and modify their schedules quickly and easily. Issues are identified and addressed immediately.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. Advancement opportunities and more.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. Advancement opportunities and more.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. Advancement opportunities and more.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Noble Systems

MARCH 18, 2021

Healthcare contact centers, most often the first point of patient contact, are typically tasked with handling a wide range of functions. In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. Learn More: Solutions for Healthcare Call Centers.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Fonolo

JANUARY 10, 2019

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. The Top Contact Center Trends to Watch in 2019. Voice-Powered Technology (VPT).

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

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

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. Create “invitations” to disburse throughout the contact center inviting agents to Go-Live. Build Excitement for Go-Live.

Call Center 55

Call Center Technology Contact Center Gamification 55

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. These five proven technologies will help meet that challenge, especially when deployed in innovative, customer-savvy applications. Employee Engagement Technology.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Managing staff is far too big a topic for a single blog post. What is gamification? Benefits of gamification. Examples of gamification.

Gamification 194

Gamification Morale Contact center software B2B 194

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy. People are the hard part.”. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

NobelBiz

JUNE 5, 2023

Inbound lead generation includes blogging, SEO, social media, PPC. Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52