Playvox

NOVEMBER 16, 2021

It was time for Sweaty Betty to switch to an automated solution with some muscle – one that could adapt to the company’s dynamic requirements and nurture its long-standing focus on providing winning customer service. More companies are using gamification to train their employees.

Quality management 78

Quality management Management Coaching Contact Center 78

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. planned, 52.9%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

JivoChat

JULY 20, 2021

Clients value quality customer service. So much so, they expect businesses to provide fast, personalized support across multiple channels. Research from Business2Community reveals that 71% of customers want a consistent experience across all channels — but only 29% claim they get it from businesses. Want some inspiration?

Customer retention 52

Customer retention Gamification Education Self service 52

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care. Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care. Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care. Relaxation or gaming areas.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. People that really seek a lot of personal social interactions at work may struggle more.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

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. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

RapportBoost

NOVEMBER 5, 2018

Nicholas Rodriguez : Thanks for joining us for our first section of our Moving to the Cloud webinar series presented by Customer Experience Update and Customer Contact Central, sponsored by Mitel. I do want to thank Mitel for sponsoring the webinar series and helping us to make this happen. Take a listen! Tony: Great.

Contact Center 40

Contact Center Scripts Sales Metrics 40

Noble Systems

SEPTEMBER 29, 2020

But when used collectively, the WFO suite helps coordinate separate but connected processes, such as schedule management, quality and training, and rewards and recognition, on an agent-by-agent basis, delivering an experience that can be personalized to target the different needs of each user. Voice of The Customer. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. Here’s the truth: They’re best used to eliminate time-consuming, repetitive tasks that don’t directly affect customer service. QA analyzes problems after they happen.

Quality management 52

Quality management Coaching Contact Center Calibration 52

CrazyCall

JANUARY 21, 2019

They rise to the level that blurs the line between sales and customer service. According to Ayesha Khan , once you get someone on the phone your approach needs to be tailored to match that of the person on the other end of the line. You can also apply gamification to everyday work. Use the right tools.

Telemarketing 87

Telemarketing Sales Scripts CRM 87

Noble Systems

FEBRUARY 10, 2021

Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). They include: higher expectations of agents, a demand for multiple communication channels, and a more personalized and consistent experience.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Noble Systems

SEPTEMBER 8, 2020

Training and coaching to deliver the highest level of customer service. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. Your employees are used to in-person contact with managers and other team members.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

JivoChat

JULY 5, 2021

Useful Training Tools: Stay on top of industry trends with Jungle Scout’s webinars and training. Ongoing Training: Sourcify offers webinars and educational white papers. Take advantage of the best e-commerce tools for marketing and sales to drive traffic to your store, turn leads into customers , and position your business for success.

Advertising 52

Advertising Analytics Sales Enterprise 52