Beyond Philosophy

APRIL 6, 2016

Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. James Harrington, “Benchmarking is creating better solutions upon a firm knowledge base. Provide learning from leaders’ experiences.

Gamification 150

Gamification Benchmark Automotive Wireless 150

Real Blue Sky

JULY 12, 2022

Incentives and Gamification. Using incentives and gamification is a great example of using advanced technology in contact center training. Gamification is the process of using game-thinking and game-mechanics to engage users with a fun and rewarding learning environment. Self-Serve Knowledge.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Outsource Consultants

SEPTEMBER 14, 2021

No matter the offering, businesses are competing against their competitors not just in price and product, but also in customer experience. Your customers may dread long wait times or customer service hiccups — but these can be easily forgiven with a positive and helpful experience from a highly skilled agent.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Calltools

OCTOBER 19, 2022

Escalate complaint calls to the correct team member to improve the customer experience. Your values might include accountability, respect, and customer service. Setting up a knowledge base or video-based training will help at-home agents navigate work challenges without contacting you.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Fonolo

MAY 4, 2021

The equation is proven: effective call center agents equal lower call center costs and improved customer service quality. After hundreds or thousands of interactions on the phone line, customer service agents can experience emotional drainage or high levels of stress, which can lead to high turnover rates.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Vistio

DECEMBER 23, 2020

We all understand that agents are critical in delivering great customer experiences, so it makes sense that developing ways to keep agents happy with their work has been a focus of recent innovation in the customer service industry. But what if we focused on improving the agent experience simply by making the job easier?

Gamification 52

Gamification Contact Center Customer Service Customer Experience 52

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. To improve results, teams will share best practices, creating a learning culture that cultivates great improvements in customer satisfaction.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Vistio

MAY 28, 2022

From there, I went to yet another B2B SaaS company in healthcare and really worked in service transformation and led a lot of initiatives related to the customer experience. It’s really where I kind of fell in love with the whole concept of a customer experience. So that was a lot of fun.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Vistio

JANUARY 5, 2022

An agent can follow every company policy and still provide a terrible experience. Conversely, an agent might provide a great customer experience but break all the rules while doing so.”. Shouldn’t higher QA scores result in happier customers? Gamification…. Improving retention of information. Motivation.

Contact Center 52

Contact Center Metrics Gamification Coaching 52

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

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance.

Self service 95

Self service Contact Center Chatbots Average Handle Time 95

Outsource Consultants

AUGUST 3, 2020

In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences. Lower Your Average Handle Time to Increase Customer Revenue.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. And it is these experiences that forge lasting connections rather than just merely serve the customer.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

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

ChurnZero

MAY 4, 2023

Vanilla offered new elements that we were looking for such as: gamification to drive adoption and engagement; customization; and comprehensive analytics. Vanilla also enabled us to link our knowledge base within our community. After a careful evaluation, we selected Higher Logic Vanilla.

SaaS 98

SaaS Best practices Gamification Feedback 98

Win the Customer

FEBRUARY 3, 2016

Measuring the success of customer service isn’t as simple as just looking at reviews, sales figures or the amount of potential customers your store receives. There are a wealth of statistics and metrics to monitor to understand customer experience. Define your support hours so customers are aware of support periods.

Customer Experience 64

Customer Experience Feedback Gamification Metrics 64

ProProfs Blog

SEPTEMBER 9, 2020

By using their loyalty program to improve customer experience and give rewards, Dunkin Donuts is able to boost membership. Interestingly, research also found that customer loyalty can be passed from one generation to another. Leverage Gamification. 5. Leverage Gamification. Offer Incentives. 2.

Gamification 144

Gamification Customer retention Metrics Sales 144

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. And it is these experiences that forge lasting connections rather than just merely serve the customer.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. This not only improves their performance but also enhances the overall customer experience.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Hodusoft

FEBRUARY 9, 2022

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. is something customers prefer as it means no long call hold and waiting times.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

JustCall

MARCH 9, 2023

Build a Resource Hub Another extremely important strategy that works wonders is empowering agents with a knowledge hub in the form of how-to guides and other resources on the product (and the company). A knowledge base comes in handy if your workforce is dispersed across the globe and your company engages in remote working.

Call Center 52

Call Center call center software Construction Best practices 52

Fonolo

APRIL 5, 2022

This means staying on top of scheduling, ensuring all staff are equipped with the proper skill-set and knowledge base to support incoming customer queries, and providing support to team members as required. The Manager’s Guide to Call Center Gamification. Patience under pressure. Change management.

Call Center 99

Call Center Contact Center Gamification Construction 99

Balto

DECEMBER 4, 2023

Meet Customers Where They Are With Omni- and Multichannel Solutions We want to be able to provide channels of communication that are convenient, ones that customers want to use. Often, businesses spend too much time thinking about what they expect the customer to do. Don’t create barriers where there are none.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

ProProfs Blog

SEPTEMBER 20, 2019

The brand drives customer retention using two elements – referral programs and gamification. The brand has also introduced a gamification element that shows how far your friend or acquaintance has reached in the buying experience. Providing them with an internal knowledge base does the job for you.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Outsource Consultants

JUNE 1, 2020

They can unlock resources well beyond their physical location to help deliver better customer experiences for their clients. . They can elevate their agent standards. They can require agents to hold specific certifications. Conversely, the pandemic has created an inflection point for workers, too. .

At home agents 76

At home agents Gamification Call Center Consulting 76

Balto

NOVEMBER 2, 2022

Let’s dive into the most helpful call center management techniques and best practices you can use to improve the customer experience and the performance of your team. To help motivate your agents, consider bonus targets and incentives based on their QA checklist performance. How Do You Effectively Manage a Call Center?

Call Center 52

Call Center Management Average Handle Time Gamification 52

JivoChat

JULY 27, 2021

Increasing customer engagement over the long term also boosts the likelihood of word-of-mouth referrals, a golden source of new business. Improving the customer experience. Engaging customers helps you improve their experience as they purchase and implement your solution. Increasing customer loyalty.

Gamification 52

Gamification Chatbots Sales Feedback 52

DMG Consulting

AUGUST 9, 2018

IVAs assist agents by providing them with information drawn from knowledge bases, customer profiles and other online sources to optimize and personalize each customer interaction, allowing them to make the most of each service and sales opportunity. For more information, visit www.dmgconsult.com. # # #.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

OCTOBER 17, 2019

Organizations are using RPA in a hybrid staffing mode, where the technology works “side by side” or as a virtual “assistant” to humans by looking up information in a knowledge base, auto-completing forms with data obtained from internal or external sources, and much more. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JUNE 11, 2019

When an interaction requires human assistance, IVAs function as virtual coaches and provide agents with context-based guidance by accessing information from knowledge bases, FAQs, intranets and other data repositories, as needed. “AI For more information, visit www.dmgconsult.com. # # #.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

JivoChat

JULY 20, 2021

While customer service is evolving rapidly, many businesses cannot provide the seamless omnichannel experience their customers want. The good news is, you can use JivoChat to offer the customer experience people expect and deserve. In doing so, you improve the customer experience and increase customer satisfaction.

Customer retention 52

Customer retention Gamification Education Self service 52

ChurnZero

APRIL 8, 2020

So how best do you go about developing customer advocacy in your organization? Creating customer advocates starts with building a customer-centric product that is laser-focused on both the customers’ needs and the customer experience. Engage customers with rewards, badges, and gamification features.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Related Posts.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

aircall

FEBRUARY 1, 2021

Activities like gamification and healthy sales competitions help to inspire and motivate sales team members. Then, develop ways for sales representatives to access sales training materials, such as a knowledge base. Be sure to update your knowledge base often. . Making a connection with customers.

Best practices 62

Best practices Sales Call Center Coaching 62

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Vistio

FEBRUARY 1, 2022

In a previous conversation that you and I had, we talked about how both companies have really different ways that they handle customer expectations and customer experience. Where is all that knowledge held so it can be accessed by your team? Further Reading: Why You Need to Finally Kill your Knowledge Base.

Contact Center 52

Contact Center Customer Service Morale Engineering 52