DMG Consulting

MAY 8, 2023

DMG Consulting expects to see the partnership model expand in calendar year 2023, as it is highly beneficial for CCaaS and WFO/WEM vendors as well as for end users who want to purchase their contact center solutions from one provider. Like what you’re reading? Signup for DMG’s free monthly newsletter.

Management 62

Management Enterprise Analytics Contact Center 62

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. minutes, thanks to Balto’s AI-powered, real-time guidance for agents.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

NobelBiz

OCTOBER 18, 2021

Contact centers require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage. What is Call Center Shrinkage?

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

MARCH 23, 2022

But how much does your technology add to your company’s revenue? In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Serenova

JULY 7, 2020

Scoreboards give agents—and supervisors—visibility into how they are tracking to daily goals. Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. You can pair this with gamification that encourages learning.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Serenova

JUNE 20, 2019

Having grown up with YouTube, which has taught them how to do just about anything, Gen Z believes they can do almost anything themselves. You can also increase engagement by using gamification techniques to reward them when specific goals are achieved. In fact, 93% of Gen Z says a company’s impact on society affects where they work.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Use AI Technologies Many are starting to notice the critical role that artificial intelligence (AI) is beginning to have not only in the contact center industry but in many aspects of life.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Enghouse Interactive

FEBRUARY 9, 2021

With objective data analysis, better decisions can be made on how to best allocate resources, optimize services, or improve ineffective support process. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. AI – Finds What’s Been Overlooked.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

Playvox

OCTOBER 12, 2022

Top-performing contact center leaders understand that ongoing agent training is critical to success. Gamification in remote workforce training is proven to be effective. One contact center that participated in the Playvox research uses a remote workforce training program called Kahoot!

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

APRIL 27, 2023

Be clear about how to succeed. Gamification: Sometimes Work Can Be Fun And Games Contact center gamification includes a wide variety of strategies and programs designed to introduce friendly competition, social recognition, and a sense of progression into the day-to-day activities of your agents.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

MAY 2, 2023

A cloud contact center is one that’s hosted somewhere other than a contact center’s physical premises and handles all customer interactions through a single platform. The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

NobelBiz

FEBRUARY 22, 2023

Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it. This will allow you to track client satisfaction with your Contact Center and thus indirectly the quality of the work of your agents. So, what should be done?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it. This will allow you to track client satisfaction with your Contact Center and thus indirectly the quality of the work of your agents. So, what should be done?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Serenova

APRIL 9, 2019

In fact, research from the Center for Generational Kinetics found that one in five members of Gen Z say they need feedback daily, or several times a day, in order to stay with an employer. Of course, your contact center can’t cater to the needs and preferences of one generation of employees while excluding another.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

3CLogic

JANUARY 5, 2022

It’s no secret that employee retention is an issue for many contact centers. While tactics like gamification or offering incentives can help encourage retention to a certain extent, there are more effective methods to keeping your talented agents on board: Providing effective and thorough training. What does this mean for 2022?

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

JustCall

NOVEMBER 25, 2022

The first thing that comes to people’s minds regarding ‘Sales and Marketing’ is how to increase conversion rates and generate more sales. However, the first step in sales is establishing contact with a prospective client. They can make and receive calls, text, email, and chat using the solution.

Sales 52

Sales voip Real estate CRM 52

JustCall

APRIL 24, 2023

Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. Now, though CallHippo is an excellent solution for businesses looking to upgrade their customer experience, it might not have all the features that some of them require.

voip 52

voip CRM Enterprise Call Center 52

Playvox

SEPTEMBER 20, 2023

Losing even a small percentage of your customers will add up, so learning how to prevent them from turning to competitors is vital. QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification.

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

MARCH 23, 2023

JustCall JustCall is a cloud-based contact center software and telephony solution. Its robust features, easy implementation process, and affordable pricing plans make it a great contact center solution for small and mid-sized businesses. IVR functionality is a part of all of JustCall’s pricing plans.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

JustCall

APRIL 12, 2023

Let’s understand the nuances of virtual contact centers in depth in the sections below, where we’ll cover: What they are How they work How your business can benefit by shifting to one and so on How to start a virtual call center What are Virtual Call Centers?

virtual call center 52

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