Remove Consulting Remove Feedback Remove Gamification Remove Video
article thumbnail

Contact Center Trends 2021: The CX Watershed

Fonolo

Bill Quiseng CX Expert, Speaker & Consultant. Storyline: Gamification. Consumers want a place to give quick feedback, vent, and interact with their favorite brands. 4) Video Chat Will Get More Face Time. Video chat is reportedly handling less than 0.2% We were all given a little empathetic medicine this year.

article thumbnail

Call center cost reduction strategies

TechSee

According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. Feedback can be collected regularly from staff; agents are well placed to highlight any roadblocks or barriers to success. Enhance performance with motivation.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Patient Engagement Mobile Apps: On Guard of Health

CSM Magazine

They can also facilitate communication with doctors and other healthcare providers through messaging, chat, or video calls. Gamification elements, rewards, and social features can motivate patients to continue their treatment plans and adopt healthy behaviors. Let’s take a close look at building a custom patient engagement app.

article thumbnail

How to Pick the Right Customer Service Training Software

CSM Magazine

Users are able to build courses using existing presentations or videos as well as connect to other online content sources and marketplaces. They must allow for blended learning, where users are able to customize training modules by combining e-learning with instructor-led training in a live classroom or via video conferencing.

article thumbnail

How can we improve our contact center coaching?

DMG Consulting

Coaching capabilities are frequently an integrated component of quality assurance (QA)/quality management (QM) solutions, which enables coaching feedback to be appended to evaluation forms and/or the recorded interaction.

article thumbnail

How to Move to a Work-At-Home Model When a Rapid Response is Required

COPC

s Senior Consultants, has supported many Work-At-Home environments over the last ten years. All standard contact centre processes have been virtualised such as eLearning, virtual-side-by-side nesting, remote access, face-to-face coaching via video conferencing, virtual breakrooms, persistent SmartChat and town hall meetings.

article thumbnail

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. of capturing feedback from customers. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) who interact with them.