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). Analytics-enabled quality management (AQM) (a.k.a. automated quality management). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

COPC

MARCH 11, 2024

Gamification: Is the platform equipped with advanced gamification features to enhance motivation, engagement, and performance from preboarding through to onboarding? Judi Bolden, VP CX Improvement Strategist Boaz Gordon, VP Customer Experience, Centrical The post Leader’s Guide to Call Center Retention appeared first on COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Fonolo

NOVEMBER 22, 2022

This is a 2-day virtual bootcamp course led by a live ICMI certified instructor, and covers key management practices for the contact center, important terms and definitions, how to meet service levels consistently, best practices in contact center forecasting, and much more! More on ICMI’s Contact Center Management Boot Camp ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

Serenova

JUNE 11, 2019

And while workplace stress is a clear threat to the health of individual employees, it also directly correlates to the perennial contact center challenges of agent recruitment, retention and engagement, all of which have very direct effects on customer experience. Connect Performance Management to Purpose. Antidotes to Burnout.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. The platform integration with Calabrio workforce management software will enable automatic scheduling of training based on individual agent metrics or gaps.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Playvox

JANUARY 13, 2022

Whether it’s a messaging app or live chat, cloud contact centers can provide customers with the flexible and accessible channels they want and expect. Maximize Workforce Engagement Management (WEM) Solutions. Cloud-based channels and solutions can enhance your customer experience. Quality Management (QM) Solution.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

MARCH 12, 2023

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. As a customer service center leader, improving the efficiency of your customer service center is always the top priority.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

MARCH 13, 2022

According to the findings , most companies (89%) in the UK and island of Ireland believe customer experience is an intrinsic part of their brand and it’s everyone’s responsibility to uphold within the organisation. In fact, globally, 97% of businesses say employees empowered with the right technology can transform customer experiences.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. After all, the employee experience drives the customer experience. will ultimately fall flat.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

Call Design

FEBRUARY 10, 2022

The market for providing a high-quality customer experience has become increasingly difficult in recent years. Effectively delegating this work allows agents to focus on more critical elements of the customer experience rather than simple data entry. Analyse Customer Service at a Higher Degree.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

DMG Consulting

DECEMBER 7, 2020

Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. 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.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

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 Enterprise Gamification 77

NICE inContact

NOVEMBER 6, 2018

Inadequate contact center software can not only hamper your ability to manage your operation appropriately, but also inhibit your agents from providing the superior customer experience you want to offer. In order to be able to make any educated decisions, remember the old saying: you cannot manage what you cannot measure.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” 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

Playvox

AUGUST 15, 2022

In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders. Gamification in remote workforce training is one approach. Both managers and agents agree communication is key to helping agents feel like part of a team and improve engagement.

Contact Center 77

Contact Center Gamification Surveys Management 77

Customer Centric Support

SEPTEMBER 1, 2016

Both the agent and the customer experience will be exponentially better with 360 degrees of partnership – agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, and everyone partnering with customers to foster a meaningful relationship.

Customer Service 48

Customer Service Gamification Quality management Customer centricity 48

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 66

Self service Contact Center Chatbots Average Handle Time 66

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Aspect

SEPTEMBER 21, 2018

Your agent’s ability to work from home will define the success of your program, and will have a direct impact on the customer experience delivered. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Serenova

JUNE 20, 2019

You can also increase engagement by using gamification techniques to reward them when specific goals are achieved. Solution: Gamification, like what is offered as part of Serenova’s CxEngage Scoreboard , can address FOMO through improved agent engagement. Challenge: Agent attrition among disengaged Gen Z agents. Challenge: FOMO.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

DMG Consulting

JULY 19, 2017

These solutions, which are capable of delivering an intelligent and personalized customer experience, are highly appealing to customers, who actually prefer to help themselves in this channel, as long as it works.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 31, 2017

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

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. 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

AUGUST 21, 2017

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.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

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.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

MARCH 16, 2018

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.

Consulting 48

Consulting Consulting Marketing Management 48

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Management and motivational techniques are also required to overcome these new challenges. The post Remote Control: Managing Work at Home Contact Center Agents appeared first on Monet Software.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

DMG Consulting

JUNE 7, 2017

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

JANUARY 17, 2018

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.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 18, 2017

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.

Consulting 48

Consulting Consulting Analytics Marketing 48

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. But don’t let technology get in the way of a good customer experience.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

NOVEMBER 29, 2017

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.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Playvox

MARCH 27, 2023

Invest In Your Agents’ Well-Being, Training, And Development Effective training programs provide agents with the necessary skills and knowledge to handle customer queries, resolve issues, and maintain a positive customer experience. I can attest to the effectiveness of gamification in boosting agent productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NICE inContact

AUGUST 1, 2017

Luckily the market now offers powerful data aggregation and performance management tools that automate these processes and proactively notify managers on both negative and positive agent performance. Automated quality management tools can also be configured to be more positive. This makes work fun and engaging for agents.

Coaching 49

Coaching Contact Center Construction Gamification 49