Outsource Consultants

JUNE 6, 2022

However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option. So how do you keep your remote contact center agents engaged? Implement Gamification Systems. A recent study showed that 80 percent of U.S.

Gamification 128

Gamification At home agents Morale Employee engagement 128

DMG Consulting

JANUARY 29, 2021

Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.

Gamification 101

Gamification At home agents Self service Contact Center 101

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. The Contact Center Guide to Managing Spikes in Call Volume.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

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. Contact centers can tap into the same motivation. Here are six tips to help.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

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.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Babelforce

MAY 19, 2022

It’s a given that call centers need to make a lot of calls. It’s hard to imagine a modern outbound call center without an automated calling service. But with so many options out there, how do you know which is the best automated calling service for your call center? Price: Contact babelforce’s sales team for more information.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

Noble Systems

APRIL 21, 2020

A call center is a centralized site that is equipped to manage a large volume of customer contacts – both incoming and outgoing – for an organization. The heart of the call center is its people, often called representatives, or agents, who are on the front-line of these communications. What Is Call Center Software?

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call center software Call Center Technology Contact center software 80

DMG Consulting

NOVEMBER 3, 2020

Contact centers need to address operational requirements, satisfy employee needs and meet customer expectations, all while managing costs. Self-service scheduling and time-off management features come with automated dispositioning of agent requests based on client-defined availability and rules. Leading Innovation.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

Noble Systems

JANUARY 14, 2019

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent. Task management.

Contact Center 59

Contact Center Gamification Customer retention Metrics 59

Noble Systems

DECEMBER 6, 2018

Starting a new position in a contact center can be both exhilarating and overwhelming. Beating the odds with Gamification. To achieve a winning onboarding strategy, many companies are leveraging gamification to remove the tedium of traditional programs and accelerate learning. Raise the bar on your pre-join experience.

Gamification 61

Gamification Contact Center Education Call Center 61

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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. Engagement.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Try These 3 Contact Center Strategies for Q4 Success. But why would anyone worry about potentially high sales volume? Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Every contact center has the capability to add value to their company through customer acquisition. Get Clear on the Goal and Mission of Your Contact Center First, define what you’re trying to accomplish in your contact center.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

TechSee

JUNE 25, 2019

Facial recognition identifies and verifies an individual by comparing facial features from a digital image or video to a face database. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Contact Center workload management. Emotion analytics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

FEBRUARY 2, 2021

The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. Major Call Center Technology Trends in 2021.

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Contact Center Technology Call Center Gamification 91

Noble Systems

JANUARY 14, 2019

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent. Task management.

Contact Center 51

Contact Center Gamification Customer retention Metrics 51

DMG Consulting

MAY 8, 2023

As these new features are being delivered from the cloud, they are getting into the hands of users more rapidly, which allows vendors to monetize them quickly. While some of the contact center-as-a-service (CCaaS) vendors sell their own WFO/ WEM solutions and capabilities, most sell these applications through partnerships.

Management 62

Management Enterprise Analytics Contact Center 62

Noble Systems

MARCH 19, 2021

This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. Call Center Software for SMB. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. While call centers are a common feature of most customer service teams, setting up one for your business is no easy task.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

teleopti

OCTOBER 9, 2018

Powerful new version of Teleopti WFM for Contact Centers boasts agent performance improvement with motivational gamification features and easier administration with mobile access.

Gamification 53

Gamification Management Contact Center 53

DMG Consulting

NOVEMBER 14, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Although voice-based support is likely here to stay, it is becoming the contact method of last resort, though still preferred for highly emotional or time-sensitive issues.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Calltools

DECEMBER 23, 2020

Managing a call center can be a tedious task. You need to have a wide range of call center software features to drive more engagement and maintain customer experience. Essential Call Center Software Features. Call centers require tools and software such as automatic call distribution systems, CRMs, and dialers.

call center software 52

call center software Call Center Interactive Voice Response Gamification 52

UJET

NOVEMBER 3, 2020

Noon , for instance, uses this feature to route incoming calls and messages from their diverse client base. No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Fonolo

DECEMBER 12, 2018

Online communities can be a powerful resource for companies, as they allow customers to exchange ideas and best practices, and have a say in product features. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center.

Gamification 116

Gamification Airlines Contact Center B2B 116

Fonolo

SEPTEMBER 30, 2022

Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. When it comes to contact center work, communication is king. Active listening.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

Outsource Consultants

AUGUST 3, 2020

So what does that mean for your call center operations? So how can you maximize ROI across your call center operation to prepare for the travel industry’s awakening? Double down on the equity you’ve built across these at-home models to create flexible staffing models that keep you from overstaffing your call center.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. Call center agents have become the clear frontline for customer service and brand reputation.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

JustCall

MARCH 6, 2023

Managers know the importance of call centers in businesses. Call centers have come a long way since they first began. Nowadays, a modern call center has many innovative features for better service. Call center agents use their skills and these features to respond to queries and solve issues.

Call Center 52

Call Center Abandon rate Metrics Upselling 52

Monet Software

MARCH 19, 2020

It’s also great advice for call center leaders seeking to enhance employee engagement. But as contact centers grow, it can be difficult to bring new people into the fold and, over time, a once cohesive, highly engaged group can fall prey to the “blahs.”. Not bad advice for the contact center. A Hacker’s Nightmare.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

DMG Consulting

AUGUST 3, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report focuses on contact center and service-related uses of interaction (speech and text) analytics. When: Today, 23 July 2020. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Analytics Marketing 62

UJET

NOVEMBER 3, 2020

Noon , for instance, uses this feature to route incoming calls and messages from their diverse client base. No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Playvox

JULY 28, 2022

A contact center is a perfect place for a multigenerational team. Tapping into the capabilities of your multigenerational contact center agents is easier than you think — all it takes is a commitment from you as the leader. All these engagement drivers depend on you to develop and nurture them in your contact center.

Contact Center 66

Contact Center Gamification Surveys Feedback 66