Playvox
JANUARY 13, 2022
In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Let’s take a look at what our clients around the world, in industries ranging from financial services to online food service delivery, say are the cloud contact center best practices they’ll carry into 2022.
Fonolo
NOVEMBER 17, 2020
Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. While much has changed in the last decade, one storyline will remain constant: Contact center teams will continue to face surges in call volume bravely. of interactions.
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Liveops
MARCH 11, 2021
Quarterly surveys are very common, however, they tend to be lagging indicators. . Liveops leverages a social network platform that includes gamification, events and networking among agents. . Five9 is the leading provider of cloud contact center software. An important piece to integrate is real-time feedback.
NobelBiz
APRIL 18, 2023
Leveraging Call Center Cloud-Based Solutions Cloud contact center solutions provide flexibility and scalability, allowing managers to adapt quickly to changing business needs. Agent turnover, monotony, and lack of engagement are some of the problems contact center managers have to deal with daily.
NobelBiz
APRIL 18, 2022
Because it is now so simple to deliver satisfaction surveys following an engagement, it is tempting to systematize them to the point where consumers do not reply. Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work.
USAN
JUNE 14, 2022
Contact centers have typically focused on measuring, monitoring, and improving. As such, companies put tools in place to score agents’ capabilities based on everything from call length to post-call customer survey responses. After scoring, contact centers would then put in place training programs to fill gaps.
USAN
MAY 19, 2022
But adopting the following workforce optimization technologies can elevate the agent’s voice and ensure an enhanced experience for all: Post-Call Surveys Reinforced by AI. A post-call survey (given immediately after a call with a customer ends) can pinpoint agent issues in near real-time.
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