Call Journey

JULY 25, 2019

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. Look after your agents and they, in turn, will look after your customers,” said Call Journey CEO Paul Humphrey. Great customer experience drives excellent business outcomes.

Gamification 72

Gamification Technology Employee engagement Engineering 72

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 174

Customer Service Gamification Customer Support Customer centricity 174

DMG Consulting

JANUARY 29, 2021

Mobile functionality also helps keep agents engaged by giving them access to: personal performance dashboards, gamification contests along with results and rewards; and communication channels that facilitate conversations with supervisors or peers. OT/VTO), from their smartphone or tablet.

Gamification 101

Gamification At home agents Self service Contact Center 101

TechSee

DECEMBER 16, 2021

The Distributed Workforce After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or hybrid model. In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of call centers.

Call Center 124

Call Center Self service Gamification Contact Center 124

CSM Magazine

JUNE 10, 2021

To get the first part right, aim to create better customer experiences. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Calabrio Enterprise CXI dashboards , that come as a free value-add to the Advanced Reporting BI platform, does exactly that.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Gamification. 5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

APRIL 15, 2021

When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. When answering these questions, always consider the customer’s perspective. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Hodusoft

FEBRUARY 9, 2022

As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. AI technology will get a solid grip making it to the list in call center technology trends , as both agent and customer experience driver, through augmented accuracy and optimizing efficiency and speed.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

DMG Consulting

APRIL 15, 2020

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

Consulting 62

Consulting Consulting Contact Center Gamification 62

OctopusTech

MARCH 1, 2023

Responding to inbound calls is a primary function of most customer service teams that are looking to enhance the customer experience. Inbound calls are a fundamental aspect of customer service and support call centers. This can significantly increase a call center’s productivity while improving customer experience.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Babelforce

MAY 19, 2022

babelforce is a No-Code enterprise-level telephony platform that helps call centers optimize nearly every aspect of their processes. This means your IVR always has the right context to provide a personalized service to your customers. Best for: No-Code Integration and Customization. babelforce. RingCentral.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

JANUARY 10, 2022

The working world has changed, and so must contact centers; companies that want to be able to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment that enables them to deliver a consistently outstanding customer experience (CX). CX is More Important than Ever.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

NOVEMBER 14, 2020

To emerge successfully from the pandemic-driven recession, companies must prioritize delivery of an outstanding customer experience (CX). An essential element in achieving this goal is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

It also explores the broader uses of interaction analytics throughout enterprises. Enterprises around the world have come to appreciate the advantages of these solutions, which capture and analyze voice and digital transactions on a historical, near-real-time and real-time basis.

Consulting 62

Consulting Consulting Analytics Marketing 62

Noble Systems

JANUARY 8, 2019

. “Contact center technology is shifting from reactive to proactive to improve the customer experience.”

contact center solutions 44

contact center solutions Contact Center Gamification Cloud contact 44

DMG Consulting

DECEMBER 7, 2020

Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting. Among the lessons learned from the pandemic is that the work-at-home business model is here to stay.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

OCTOBER 17, 2019

DMG’s expanded coverage of the interaction (speech and text) analytics and customer journey analytics sectors underscores enterprises’ need for solutions to help them analyze customer interactions in their increasingly omni-channel environments and obtain a comprehensive view of what transpires between customers and organizations at all touchpoints.

Consulting 48

Consulting Consulting Contact Center Analytics 48

AWS Machine Learning

FEBRUARY 13, 2024

The implementation of an AI-powered automated self-checkout system delivers an improved retail customer experience through innovation, while eliminating human errors in the checkout process. Nanda has over 18 years of experience working in Java/J2EE, Spring technologies, and big data frameworks using Hadoop and Apache Spark.

Engineering 107

Engineering Gamification Scripts Big data 107

Noble Systems

MARCH 18, 2021

Noble’s powerful technology solutions for the Healthcare industry give you the tools to enhance agent productivity, save resources, improve appointment scheduling, increase payments on patient accounts and improve the patient experience with more proactive service. Ebook: Enterprise Contact Center Strategies for Healthcare Organizations.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

DMG Consulting

APRIL 15, 2020

The last few years have seen enhancements to WFM solutions to meet the needs of omni-channel service environments, multi-national enterprises and the Millennial and Gen Z workforce. . Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Consulting 62

Consulting Consulting Marketing Management 62

Spearline

DECEMBER 19, 2022

Data-driven personalized CX Customers don’t like to feel like one of the faceless masses. Why not use the data you are already collecting about your users to personalize your customer experiences (CX) and demonstrate how much you value and understand them as individuals? They will love you for it!

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

DMG Consulting

OCTOBER 17, 2019

DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. These automated tools can also help to reduce systems and IT development costs and extend the life of applications throughout the enterprise. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

Natalie Petouhof

FEBRUARY 28, 2016

Why Is It Important to Balance Cost, Quality and Customer Service? Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions. What Does Gamification Have To Do With Performance?

Gamification 45

Gamification Management Analytics Metrics 45

NICE inContact

MARCH 29, 2018

Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inView TM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Issues are identified and addressed immediately. Scaling up and down with seasonal call fluctuations is a snap.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

DMG Consulting

DECEMBER 10, 2019

Sales of these solutions are expected to remain strong as their reach extends into the back office and other enterprise departments. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

SEPTEMBER 26, 2018

Enterprises are seeking tools to help them understand and address customer needs more quickly. Today’s SA solutions give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying.

Consulting 48

Consulting Consulting Analytics Marketing 48

Robert Davis

NOVEMBER 10, 2018

Davis and Associates (RCDA) has announced a new partnership with TouchPoint One, a company that delivers best-in-class enterprise performance management solutions to the contact center industry that exceed their clients’ return on investment (ROI) and service delivery expectations. ROSWELL, Ga. November 13, 2018 – Robert C.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

DMG Consulting

JUNE 11, 2019

As customer demand for outstanding and personalized service increases, so does the cost of delivering it. IVA solutions should be an integral part of a forward-thinking enterprise strategy to put customers’ needs front and center, at the forefront of a company’s service priorities.”. Botanic Technologies and Capito.ai

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service). Why bother?

Customer Experience 40

Customer Experience Customer Service Enterprise Big data 40

DMG Consulting

JULY 19, 2017

This Report covers all aspects of this emerging IT sector, which is attracting a great deal of interest because of its numerous uses and benefits for enterprises, contact centers and customers. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 9, 2020

“The next stage in the process of understanding customer needs is customer journey analytics, which will utilize automation to analyze the massive amounts of customer data in contact centers in order to identify any impediments to an optimized customer experience.” .

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

AUGUST 9, 2018

This Report covers all aspects of this emerging IT sector, which is building momentum because of its compelling business benefits for enterprises, contact centers and customers. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

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.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

DMG Consulting

NOVEMBER 1, 2017

The digital transformation is underway, enterprise requirements have changed, and cloud computing is the technology of the future. WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48