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. Fight the urge. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

CSM Magazine

MARCH 13, 2022

Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Outsource Consultants

AUGUST 3, 2020

Failing to meet the new post-COVID standards will compel consumers to switch to competitors ready to serve them. The travel industry has begun taking advantage of Interactive Voice Response (IVR) and chatbot solutions to automate many processes that have historically burdened your call center staff.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

JustCall

MARCH 9, 2023

AI-powered Chatbots AI chatbots combine the power of NLP and machine learning to simulate human interaction through text inputs and voice commands. Coaching Insights High-performing salespeople don’t just spend hours reading and implementing the latest tips on how to sell more effectively.

Coaching 52

Coaching Sales Chatbots Analytics 52

Balto

NOVEMBER 2, 2023

Changing customer expectations and changing market dynamics have made it difficult for contact centers to meet customer needs. According to Gartner, utilizing AI chatbots could save contact centers up to a total of $80 billion in labor costs by 2026. Customers still want to be able to talk to a human when they need to.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Eckoh

JANUARY 31, 2020

To meet the needs of the customers and agents of the future, contact centers will need to be ultra agile. Last time in our series, we talked about the Agent of the Future and the super-powers they’ll use to delight tomorrow’s customers. But none of that is possible unless organizations are adept at managing the Contact Center of the Future.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Storyline: Gamification. Why Gamification Matters. ” — Paul Liljenquist, President of ClearView.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

SEPTEMBER 12, 2023

The AI Revolution in Financial Services Customer expectations are higher than ever, and if you fail to meet them, don’t be surprised if your customers jump ship to another financial services provider. Think of it this way: each second that passes with your customer put on hold is lost business for you. Improve your employee experience.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Creative Virtual

JULY 18, 2019

Plagued by long wait times, agents dealing with inadequate or incomplete access to information and a disconnect from digital channels, contact centres are struggling to meet customer service expectations. 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

Livepro

JUNE 19, 2019

In her latest passion, Pat Inc, they have developed an NLU (Natural Language Understanding) algorithm to meet the needs of humans to communicate naturally with machines in the future. Topic: ‘Leveling up your organisation with gamification’. She is a four time judge in the Auscontact Awards and is passionate about the CX industry.

Government 75

Government Gamification outsourcing Consulting 75

CSM Magazine

JULY 3, 2017

Thanks to the millennial influence, customers are turning to digital self-service tools more than ever, and Artificial Intelligence is developing to the point where chatbots and chatting humans are becoming interchangeable (sad face emoji). Your agents want: coaching that actually improves their performance. Speaking of which….

Customer Service 44

Customer Service Coaching Gamification Sales 44

JustCall

MARCH 23, 2023

Conversation intelligence- Track and analyze all conversations with in-depth customer and coaching insights. GoTo Connect GoTo is a cloud-based communication solution for voice, meetings, and messaging. Chatbot – A website chat widget that integrates with the platform.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

Hodusoft

AUGUST 9, 2023

With features such as multi-level Interactive Voice Response (IVR), skill-based routing , self-service solutions such as chatbots, knowledge base routing, frequently asked questions (FAQs) and more, high-quality multi-tenant contact center software can increase FCR by leaps and bounds.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52