Call Design

AUGUST 4, 2020

Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. This is where gamification can help. Contact centres can introduce gaming elements to motivate and engage staff while helping upskill and cross skill staff.

Gamification 78

Gamification Entertainment Employee engagement Customer Experience 78

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. Call backs anyone?

Call Center 85

Call Center Airlines Contact Center Self service 85

VHT

OCTOBER 18, 2018

Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. These smart little applications can even engage customers in fun and unusual ways. Social Media Customer Care.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48