Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. Gamification : Agent activity and performance are recognized through gamification, rewarding agents for their training activity and skill development.

Gamification 52

Gamification Coaching Scripts SaaS 52

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Truth At The Core Contact centers depend on a wide range of technologies to operate effectively. Contact centers with advanced data management capabilities can easily leverage performance-based compensation strategies.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

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. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. This is a recruitment quality metric.)

Call Center 99

Call Center Gamification Coaching Employee engagement 99

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Personalize their training. Use gamification.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Gamification Technology There are a handful of tech companies that offer gamification solutions but they’re not all created equal.

Gamification 180

Gamification Best practices Contact Center Metrics 180

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. Agent Screen Capture: Monitoring and improving agent performance is a continuous challenge in call center optimization.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

SEPTEMBER 20, 2019

How well are your customers being served by your customer support contact center? Moreover, 63% are willing to share more personal information and opinions when a company provides a great experience. But how can you be sure that you are tracking the right metrics? It is an important metric for deciding staffing levels.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Noble Systems

JANUARY 15, 2019

To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. How do contact centers ensure that they reward the agent behaviors that will lead to the best results for consumers and the company?

Gamification 60

Gamification Customer centricity Contact Center Average Handle Time 60

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Serenova

MARCH 31, 2020

Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak. With Serenova’s CxEngage Rapid Response program, contact centers can leverage a cloud solution within 48 hours. Managing the Performance of a Remote Team.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Noble Systems

JANUARY 15, 2019

To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. How do contact centers ensure that they reward the agent behaviors that will lead to the best results for consumers and the company?

Gamification 52

Gamification Customer centricity Contact Center Average Handle Time 52

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 54

Contact Center Gamification Management Call Center 54

Noble Systems

SEPTEMBER 3, 2019

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Why is this so important? Agents are human. Humans have limits.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. How can contact centers turn that around so that customers are left feeling positive about the interaction?

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

3CLogic

JANUARY 5, 2022

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Noble Systems

SEPTEMBER 20, 2019

Moreover, 63% are willing to share more personal information and opinions when a company provides a great experience. But how can you be sure that you are tracking the right metrics? It is an important metric for deciding staffing levels. There are a number of things contact center management can do to improve AHT.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Celebrating wins in an on-site contact center environment was easier. Here are six tips to help. Embrace the Positive. Help Employees Connect.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Tenfold - Contact Center Blog

JULY 9, 2018

How does a contact center know it’s consistently delivering high quality service? It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

DECEMBER 14, 2021

A phone call should only be made once in a perfect contact center world. In this article, we detail the best contact center strategies to reduce After-Call Work Time (ACW). The Key role of ACW for Contact Centers ACW is an abbreviation for “ after-call work.” The reason for the phone call (eg.

Contact Center 52

Contact Center call center software Call Center CRM 52

Fonolo

NOVEMBER 23, 2021

But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. Contact Center Trends: Industry Predictions for 2022. That’s why customers rely more on contact center agents now more than ever for all the information they need.

Call Center 148

Call Center Abandon rate Gamification Education 148

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Noble Systems

FEBRUARY 24, 2019

Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused by contaminated food, The Centers for Disease Control and Prevention (CDC) uses three types of information: epidemiologic; traceback; food and environmental testing. left within 3-6 months.

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

Outsource Consultants

AUGUST 28, 2018

A recent article by Bill Price gives the viewpoint that first contact resolution (FCR) can be the most important contact center metric that drives customer satisfaction. However, it’s often a faulty metric with how contact centers track and report it as a one-size-fits-all piece of data. We can help!

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Babelforce

FEBRUARY 24, 2022

Contact center managers can spot an engaged agent from a mile off. They can also significantly impact call center performance metrics. #5 Find out more about call center training in our article. #6 of contact centers allowed staff to work from home during the pandemic. 9 Use gamification tactics.

Employee engagement 52

Employee engagement Gamification Call Center Contact Center 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

JUNE 20, 2019

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. And savvy contact center leaders are paying attention.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Callminer

APRIL 24, 2020

Focus on the Metrics that Matter Most. Keeping track of call metrics and agent KPIs is a good way of maintaining a high level of performance in the call center. However, you should be careful not to measure too much so you don’t end up drowning in metrics and data. Call Center Management Best Practices.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

NobelBiz

FEBRUARY 10, 2023

Tony Johnson: When we frame this up especially from the point of view of the contact center itself, what does a great Customer Experience mean to you? In other words, a good experience is simplifying it for the person that you have sold something to or you are servicing. That being said, picture a contact center.

virtual call center 52

virtual call center Call Center Gamification Contact Center 52