Serenova

JULY 7, 2020

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. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

NobelBiz

FEBRUARY 22, 2023

Running late to work Sick time A lack of attendance for personal reasons What proportion of shrinkage is tolerable for a contact center? Usually, Contact Centers are estimated to account for 30 to 35% shrinkage. Instead, you can simply manage it with a Cloud Contact Center Solution.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Hodusoft

FEBRUARY 9, 2022

New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI. Let’s find out!

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Serenova

JUNE 20, 2019

Gen Z is the first generation born into a world where every person and place has a digital equivalent. You can also increase engagement by using gamification techniques to reward them when specific goals are achieved. Let’s take a look at the seven key treats of Gen Z: Phigital. Virtual is simply part of their reality. Hyper-Custom.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

NobelBiz

OCTOBER 18, 2021

Running late to work Sick time A lack of attendance for personal reasons What proportion of shrinkage is tolerable for a contact center? Usually, Contact Centers are estimated to account for 30 to 35% shrinkage. Instead, you can simply manage it with a Cloud Contact Center Solution.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Serenova

JULY 7, 2020

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. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

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

Enghouse Interactive

FEBRUARY 9, 2021

Personalization (25.8% Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Then it can identify the appropriately skilled expert (SME’s) to route the call to, while also determining their availability, ensuring that customers are provided the best possible support.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Serenova

JUNE 6, 2019

It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person. When customers are dealing with problems they can’t easily solve on their own, contact centers need to make the transition to an agent quickly and seamlessly. Not all issues can be resolved well through self-service.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

8x8

DECEMBER 4, 2017

The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad. Each generation brings with it different core needs, expectations and interpretations of how those needs affect the work atmosphere.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad. Each generation brings with it different core needs, expectations and interpretations of how those needs affect the work atmosphere.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad. Each generation brings with it different core needs, expectations and interpretations of how those needs affect the work atmosphere.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Also having a solution that allows peers to recognize each other and be visible helps drive strong culture and teamwork.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

NobelBiz

FEBRUARY 22, 2023

Adequate Software Solutions Agents must have access to all of the tools and software they require to complete their tasks, as they may be tempted to use their own computers to access some of the tools through a web browser. You may also add gamification features to these dashboards to further engage and encourage employees in real time.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

Adequate Software Solutions Agents must have access to all of the tools and software they require to complete their tasks, as they may be tempted to use their own computers to access some of the tools through a web browser. You may also add gamification features to these dashboards to further engage and encourage employees in real time.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

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. Order status updates.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Balto

MAY 27, 2022

In Part Two of our Lazy AI in the Contact Center series, we’re discussing agent experience. Contact centers can’t exist without agents, and happy agents perform better. So why are many contact center solutions built on AI that hyper-focuses on agent performance, but never considers agent experience?

Contact Center 52

Contact Center Scripts Contact center software Gamification 52

JustCall

APRIL 24, 2023

Internal extensions Each agent is given a personal extension line so customers can reach them easily. Internal extensions Each agent is given a personal extension line so customers can reach them easily. Voicemail Voicemail can be enabled with personalized greetings. Call masking Mask private numbers to protect agents’ privacy.

voip 52

voip CRM Enterprise Call Center 52

JustCall

NOVEMBER 25, 2022

The phone system, call center, analytics dashboard, and integration library includes features that boost output, teamwork, and stat tracking. You can personalize your pitch based on the person’s needs and past interactions with your business using Aircall’s relevant feature to fetch information about them.

Sales 52

Sales voip Real estate CRM 52

Playvox

JUNE 22, 2023

Related Article: The Importance of Accurate Forecasting for Omnichannel Volume Agent Performance Metrics Employees are the heart and soul of call centers and customer service organizations. Wrap-Up Time The time required by an agent after a conversation is ended to complete work that is directly associated with the contact just completed.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your contact center more efficient? QA analyzes problems after they happen.

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

AUGUST 10, 2022

It also integrates with third-party solutions like HubSpot, Zendesk, Pipedrive, and Intercom, giving you the ability to create an all-rounded, robust contact center solution. Internal extensions – Each agent is given a personal extension line so customers can reach them easily. Image Source. Aircall Overview.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 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

Noble Systems

SEPTEMBER 8, 2020

Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. Your employees are used to in-person contact with managers and other team members. Training and coaching have never been more vital to success.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

JustCall

APRIL 5, 2023

This ensures that the inbound calls always reach the correct person/department. Plus, you can enjoy speedy deployments, lower complexity, and simple administration — transforming your contact center into an experience center. Additionally, the biggest advantage of this platform is that it can be implemented quickly.

voip 52

voip Interactive Voice Response APIs Contact Center 52

JustCall

APRIL 12, 2023

Gamify Real Goals Many virtual contact center platforms include options for gamification. These games are created to facilitate virtual contact center agents to achieve their daily targets. These games are created to facilitate virtual contact center agents to achieve their daily targets.

virtual call center 52

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