contact center solutions Gamification Quality management Surveys 
Playvox
JANUARY 30, 2024
According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. One strategy is incorporating gamification in the workplace. What is Gamification?
DMG Consulting
MAY 8, 2023
Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.
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Playvox
MARCH 12, 2023
But more than half (54%) of consumers in a Zendesk survey said it feels like customer service is an afterthought for most businesses they interact with — that’s not the feeling you want customers to walk away with. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.
DMG Consulting
MAY 25, 2018
This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions. million in 2016 to$1,655.3
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. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Per Metrigy’s * most recent study, 71.6% planned, 46.5% Keep an Eye on These Three Emerging Areas.
Serenova
JUNE 6, 2019
Is Technology the Answer to Contact Centers’ Biggest Challenges? In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities. Based on agent scores, contact center supervisors can provide instant coaching and feedback.
Playvox
OCTOBER 12, 2022
Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. Creative team building and sharing are also important, according to the customer service agents surveyed. Managers report that actively monitoring remote team satisfaction elevates engagement.
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