Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Here are some of the 2019 trends that help to humanize interactions between companies and their customers. Expand Digital Capabilities.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Chatbots for Customers (31.0% Chatbots simplify and optimize issue resolution. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NobelBiz

APRIL 18, 2023

From intelligent call routing to AI-powered chatbots, advanced tools like ACD, IVR, or WFO software innovative solutions can streamline call center operations, automate routine tasks, and empower agents to excel. One way to tackle these agent-related issues is by introducing gamification into the contact center workflow.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality. Here are some of the 2019 trends that help to humanize interactions between companies and their customers. Expand Digital Capabilities.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

VHT

OCTOBER 18, 2018

People love using chatbots for simple tasks. Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

JivoChat

JULY 20, 2021

Some ways you can implement this approach include creating a knowledge base, how-to videos, or using automated chatbots. You can collect customer feedback with a survey or by conducting user testing and focus groups with your customers. Use In-Moment Surveys. Use Gamification. Start a Customer Loyalty Program.

Customer retention 52

Customer retention Gamification Education Self service 52

JivoChat

JULY 27, 2021

AI-powered chatbots are a revolutionary way to address this issue. Chatbots can also analyze customer behavior, segment customers, and ultimately increase sales conversions, and by 2022, they may be resolving up to 90% of all customer queries. Use gamification. Social proof is one of the most powerful forms of influence.

Gamification 52

Gamification Chatbots Sales Feedback 52

GetFeedback

APRIL 17, 2019

And, if your tool is capable enough, you can leverage AI-suggested replies and even AI-powered chatbots. Various text templates, suggested replies, customer surveys, the ability to use virtual agents (chatbots) + strong analytics. Such features as templates for emails, live chat replies or social network posts can do the trick.

Customer Service 102

Customer Service CRM Self service Gamification 102

DMG Consulting

JULY 19, 2017

Artificial intelligence-based IVAs, also known as “bots,” “chatbots,” “virtual assistants,” “virtual agents,” and a wide variety of other synonyms, use artificial intelligence (AI), machine learning and other technologies to produce highly innovative and exciting self-service capabilities for enterprises and their customers.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 31, 2019

They are in the forefront of leveraging AI and machine learning in their solutions, including sophisticated routing capabilities, analytics (with a focus on predictive analytics), intelligent virtual assistants (IVAs), chatbots and robotic process automation (RPA), and WFO solutions such as workforce management (WFM).

Consulting 48

Consulting Consulting Contact Center Marketing 48

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Nicereply

JANUARY 18, 2023

That includes the Nicereply app, which is the highest-rated customer satisfaction survey app at Zendesk Marketplace (you can read more about the most popular survey tools for Zendesk in our free Zendesk Survey Tools Comparison eBook). Free Trial: Available for 14 days Pricing: $19 – $99 per agent/ month.

Self service 52

Self service Analytics Enterprise APIs 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Expivia

JULY 21, 2021

You can’t rely on customer surveys to see how well you’re performing. . Gamification. And gamification is a great way to do that. . You can already find AI chatbots and IVR systems. . We use omnichannel communication, workforce management software, and gamification to make our work efficient and effective.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

LiveChat

SEPTEMBER 21, 2018

Tip #3: Hire a chatbot. Chatbots are AI assistants you can integrate with your live chat app so they could chat with your website visitors. If any of the above scenarios sound like yours, you should definitely think about hiring a chatbot. Although it might sound complicated, setting up a chatbot is hassle-free.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

CSM Magazine

JULY 21, 2020

When Puzzel surveyed over 100 contact centre professionals, ‘IT issues and/or clunky technology’ were major barriers to agent happiness (at 71%) so give new agents the right tools to do their job from the off-set. Virtual gamification has the added bonus of reducing onboarding time while making learning fun. or visit www.puzzel.com.

Gamification 52

Gamification Cloud contact Surveys Chatbots 52

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. Integration with Backend Systems and CRM Integrating the AI chatbot with your internal systems like knowledge bases and CRM databases can take its utility to the next level.

Coaching 52

Coaching Sales Chatbots Analytics 52

Aspect

JANUARY 21, 2019

A recent Aspect survey of 500 consumers showed that 72 percent of consumers would rather interact with a happy agent and have their experience take longer than deal with an uninterested agent. A fun environment where employees can interact with their peers : Add individual and team gamification with awards and badges.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Eckoh

JANUARY 31, 2020

Data-driven decisions Managers will have access to live dashboards that provide fine-grained visibility into customer queries, feedback from surveys, agent utilization and performance. Rather than waiting for the next daily report to come from an MI team, they will have access to real-time analytics on any device.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

OctopusTech

SEPTEMBER 29, 2022

If representatives are busy providing live chat services, then chatbots can also be used here. Recommended Reading – Chatbot Vs. Live Chat: Which Is Best For Your Business? It has a gamification approach where your team members can collect rewards after the completion of tasks so that they can work and grow with fun.

Customer Service 62

Customer Service CRM Self service Analytics 62

Hodusoft

AUGUST 9, 2023

As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations). It can be used to send emergency notifications, conduct customer surveys, take customer feedback, or conduct marketing campaigns.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Fonolo

FEBRUARY 19, 2019

We’ve been tracking it by regularly looking at different statistics and surveys from industry reports. Keeping AI and Chatbots in Perspective. How to Think about Chatbots in a Big Picture Kinda Way. What’s Inside: Gamification in the Contact Center. Call Center Cloud Conversion Continues. Call Center Agent Culture.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Noble Systems

OCTOBER 17, 2019

According to a recent study by the Chief Marketing Officer (CMO) Council, 47% of those surveyed indicated that they would abandon a brand if they repeatedly encountered poor, frustrating cross-channel experiences. Self service options such as chatbots and virtual assistants provide this option.

Self service 57

Self service Gamification Contact Center Interactive Voice Response 57

JustCall

MARCH 23, 2023

Feedback system – Create, deploy, track, and manage surveys and customer feedback forms within the platform. Chatbot – A website chat widget that integrates with the platform. Gamification – Reward agents based on performance via the platform to encourage and motivate them.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

JivoChat

JUNE 8, 2021

For instance, apps like JivoChat use AI chatbots to qualify visitors and suggest complementary products before passing on the “warmed up” prospect to the sales team. Gamification: Encourage users to spend more money on each purchase. Post-purchase surveys. Personalized AI. What Is the Best Upsell App for Shopify? Product upsell.

Upselling 52

Upselling Analytics Sales Personalization 52

Balto

APRIL 20, 2023

According to a Gartner survey , “real estate/facilities management” was the greatest target for budget cuts; 72% of CFOs wanted to trim their organization’s real estate footprint. A survey of 4,000 employees found that 74% of employees who kept their jobs amidst a layoff felt that their own productivity had declined as a result.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

JustCall

APRIL 12, 2023

Centralizing And Democratizing Customer Data to Enable Better Coordination between Virtual Call Center Agents Intra-organization coordination is extremely important, as the same Invoca survey mentioned above revealed that 53% of the consumers needed to repeat the same set of information to different call center agents to get their query resolved!

virtual call center 52

virtual call center call center solutions Call Center call center software 52

Balto

SEPTEMBER 12, 2023

Instead of being put on hold or having to call your contact center during business hours, customers can now chat with AI chatbots that are available around the clock to resolve common queries and issues. On top of that, you can use Balto’s gamification features to keep your agents engaged and motivated.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52