Fonolo

JANUARY 15, 2019

As CX expert Jeanne Bliss has suggested , “doing” human interactions well in an increasingly self-service world [is what] will set you[r contact center] apart” in the digital age. You can keep abreast of these changes by visiting our blog each week and getting the latest news and views about our industry. Class dismissed.

Contact Center 80

Contact Center Gamification Call Center Self service 80

TechSee

JUNE 25, 2019

This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents. Agent decision support.

Technology 122

Technology Customer Service Gamification Contact Center 122

Noble Systems

JANUARY 30, 2019

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. In Part 1 of this blog we will discuss the “Human” category trends. Leverage Gamification for Soft Skills Development.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

teleopti

JULY 15, 2019

Power to the employee – give agents a greater sense of independence, involvement, and satisfaction by way of self-service options for preferred shifts, holiday requests and time off for medical appointments. Keeping employees is key to delivering superior service, which in turn is a major point of competitive differentiation.

Gamification 57

Gamification Contact Center Self service Chatbots 57

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Monet Software

JANUARY 24, 2019

Self-Service. The shift toward self-service solutions has been ongoing for years now and will certainly continue in 2019. Incentives and gamification are common solutions, but there is so substitute for one-on-one assistance and motivation from managers, trainers and supervisors.

Gamification 48

Gamification Self service Contact Center Employee engagement 48

JivoChat

JULY 20, 2021

Enable Customers to Self-Service. Customer self-service allows your clients to find the information they need to sort out their issues without the help of a human agent. Customer self-service allows your clients to find the information they need to sort out their issues without the help of a human agent.

Customer retention 52

Customer retention Gamification Education Self service 52

GetFeedback

APRIL 17, 2019

Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Creating a self-service customer portal helps to avoid such situations. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal.

Customer Service 102

Customer Service CRM Self service Gamification 102

Blueship Call Center

OCTOBER 9, 2023

To decrease the number of times your workers interact with customers, you may also set up a customer self-service (CSS) area. Customers can solve problems on their own without contacting your customer service personnel, for instance, by using a FAQ page, a help center, or a community forum.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

teleopti

APRIL 30, 2019

Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences. The post Evolving employee engagement with Workforce Management (WFM) appeared first on Teleopti Blog.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

VHT

OCTOBER 18, 2018

Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue. A major European telecommunications provider wanted to maintain their high-touch, premium brand while encouraging people to use self-service.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Vonage

JANUARY 20, 2016

For service teams, it’s all about resolving issues more quickly and improving customer satisfaction. With integrated IVR and ACD capabilities, call center software can be used to provide self-service options to callers, along with the ability to be easily connected to an agent. Includes gamification features.

CRM 67

CRM Sales Gamification call center software 67

Vonage

FEBRUARY 7, 2017

With numbers like that, it’s unsurprising that customer service suffers. For example, more and more businesses are using gamification tools such as Motivate, which is designed to promote best practices and productivity among contact centre employees. Getting the tone wrong. Overlooking omnichannel.

Interactive Voice Response 48

Interactive Voice Response Customer Service Gamification Cloud contact 48

NobelBiz

MAY 9, 2023

In this blog post, we’ll delve into the world of call center dialer optimization, discussing various dialing strategies, common pitfalls, and how to effectively optimize your call center operations for maximum efficiency. Gamification is one of the most effective training methods that fosters both loyalty and efficiency.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Vistio

APRIL 2, 2022

We just released a blog here about tech adoption in the contact center, and that you have champions. Yeah, I think the first thing is just starting with the agent self-service experience. So I love the work that you guys are doing. So I think that’s really important. Does this feel right? Is stuff clear to me? Is it easy?

Contact Center 52

Contact Center Real estate Customer Service Self service 52

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" " Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. The number one motivator is play. Surprising right?

Gamification 140

Gamification Employee engagement Contact Center Self service 140

Expivia

JULY 21, 2021

Self-Service Technologies. Speaking of call center efficiency, advanced self-service technologies are incredibly helpful. However, self-service CANNOT be your service model. . Gamification. And gamification is a great way to do that. . Some can also be for fun.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

OctopusTech

APRIL 25, 2019

Freshdesk has also followed the unique gamification trend to rewards agents with points for each ticket that was solved successfully and in time. On the other hand, the software support self-service options by creating knowledge bases and portals so that your customers can access the information without getting in touch with an agent.

Customer Support 90

Customer Support Gamification Multi-channel support Self service 90

teleopti

OCTOBER 3, 2019

Over time, frontline staff too have come to enjoy more control over their working lives through self-service. Recent advancements in WFM like self-scheduling, intraday automation and planning optimization for customer-facing staff are taking workplace autonomy to a whole new level. Learn more.

Self service 59

Self service Contact Center Gamification Service level 59

Noble Systems

SEPTEMBER 29, 2020

Gamification. Performance Management & Coaching – Use tools like Gamification to create a more engaged workforce and help move your bottom lines and improve key metrics. Try these additional resources: BLOG: Call Center Software 101: Introduction to Customer Contact Technology • read. WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) The post 8 Best Help Desk Software Tools of 2023 (and Why You Should Try Them) appeared first on Customer Happiness Blog.

Self service 52

Self service Analytics Enterprise APIs 52

Noble Systems

FEBRUARY 10, 2021

Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Self-serve is the new “preferred” service. AI delivers on its promise.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Noble Systems

OCTOBER 17, 2019

This blog will explore what constitutes a true omnichannel experience, the business benefits and challenges, and enabling technologies/functionality. Customers have more choices in products and services than ever before. Self Service Options – Consumers have become weary of companies that do not offer self service options.

Self service 57

Self service Gamification Contact Center Interactive Voice Response 57

Outsource Consultants

JULY 10, 2018

If you’re outsourcing your contact center services because you need scalability and the ability to serve more customers, you’re looking for more than a cheap price. They included the outsourced agents in their gamification and celebrations and held them to the same standards as their in-house agents. ” – Ron Lambert.

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Balto

NOVEMBER 2, 2023

In this blog, we’ll uncover the value of modern contact center solutions for enterprises, how they seamlessly integrate into your ecosystem, and why you can’t afford to ignore them. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

OctopusTech

SEPTEMBER 29, 2022

Knowledge base tools are customer support software that enables you to prepare, collect, organize, store, share and manage self-service knowledge base content of your website for your audience. Some of the popular knowledge base content includes video tutorials, FAQ pages, blogs, and articles. Impart self-service to clients.

Customer Service 62

Customer Service CRM Self service Analytics 62

Hodusoft

AUGUST 9, 2023

In this blog post we have discussed the benefits of multi-tenant contact center software for both BPOs and their clients and how it enhances customer service operations. Other self-service solutions can enable callers to resolve their issues by themselves without taking anyone’s help.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). The cloud allows the use of intelligent automation to create a self-regulating contact centre.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Creative Virtual

JULY 18, 2019

Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots are more than customer self-service tools. Not all chatbots are designed for the contact centre.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

aircall

APRIL 16, 2021

Give your support agents options for how to connect with customers and give customers a choice in how to reach you, like by phone, text, email, or customer service portal. 2) Failing to offer self-service options. The post How SaaS Software Can Help Sync Your Sales & Support Teams appeared first on Aircall Blog.

SaaS 62

SaaS Sales Coaching APIs 62

JustCall

AUGUST 10, 2022

In this comprehensive blog, we will look at other Avoxi alternatives that demonstrate features that are similar to Avoxi but are a shade better in some way or another. Nextiva has a web app and a mobile app for remote servicing and integrates with business solutions like ServiceNow, Salesforce, and Zendesk. Image Source. Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

aircall

MARCH 22, 2021

Virtual phone system software makes setting up self-service options, such as a knowledge base, fast, easy, and flexible. . Automates sales reward and incentive systems with gamification, contests, and automated leaderboards for transparency and improved performance. .

CRM 62

CRM Sales voip APIs 62

Noble Systems

SEPTEMBER 8, 2020

This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes. Training and coaching to deliver the highest level of customer service. The good news is that it not only can be done, it can be done very quickly and successfully.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

aircall

DECEMBER 23, 2020

Set up a self-service recording to allow prospects and customers to choose where they want to be directed. Using a dashboard, gain insights into call activity, get reports using one click, and set up sales competitions and online leaderboards for gamification. Toll-free and international numbers. Data and reporting.

B2B 62

B2B Sales Technology voip 62