Fonolo
OCTOBER 3, 2018
This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. All contact centers face barriers, and you certainly know your own intimately. Maybe it’s budget. No Money, Honey.
Fonolo
NOVEMBER 29, 2018
As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Storyline: Gamification.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
JANUARY 5, 2022
After all, you can’t expect your hybrid team to deliver top-notch customer service if they can’t access the information or solutions they need when working off-site. A cloud-based workforce management solution is a must-have for hybrid teams. Another fun way to recognize your team is through gamification.
Verint
AUGUST 17, 2017
At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”.
DMG Consulting
JUNE 13, 2017
The contact center workforce optimization (WFO) market is in transition. Companies large and small need WFO applications to optimize employee performance and to capture and analyze customer insights. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM).
CSM Magazine
JANUARY 25, 2023
Build a team of brand guardians —as consumers continue to tighten their belts, competition is fiercer than ever and contact centres need to engage more intimately with customers to influence brand perception, win sales and build longer-term loyalty.
Verint
AUGUST 23, 2017
You can also try using gamification techniques to support ongoing knowledge and proficiency gains. Try recognizing excellent performance, creating friendly competition among teams, and providing non-financial (or financial) rewards to winners. Are your employees expressing the desire to be more mobile?
Expert insights. Personalized for you.
170 
Let's personalize your content