Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. That includes our experience as customers. Storyline: Gamification. Consumers feel isolated as it is.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. Today, it offers advanced, learning-driven solutions that redefine customer service.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences.

Call Center 124

Call Center Self service Gamification Contact Center 124

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. But does this work well?

Customer Service 102

Customer Service CRM Self service Gamification 102

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

CSM Magazine

JULY 4, 2019

Customer service and experience has changed beyond recognition. From self-service to social media and automated chatbots, you have a plethora of opportunities to provide your customer with an amazing CX. As the customer journey becomes more multichannel, so too must your strategy.

Customer Service 45

Customer Service Multichannel Gamification Chatbots 45

OctopusTech

SEPTEMBER 29, 2022

Customers are the most vital part of any business and to build a better relationship with them you need to invest in the customer service software. It is the backbone of building a successful business and providing an exceptional digital customer experience. . What Is Customer Service Software?

Customer Service 62

Customer Service CRM Self service Analytics 62

CX Accelerator

MARCH 28, 2018

" Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. There is undeniable science behind the "gamification" movement that deserves our attention. The number one motivator is play. Surprising right?

Gamification 140

Gamification Employee engagement Contact Center Self service 140

Fonolo

APRIL 27, 2021

Choosing an automated technology that easily integrates with your current customer service infrastructure can help with voicemail, IVR, and other features. Regardless of your approach, it’s important to arm your staff with the tools and confidence needed to assist your customers. Offer self-service to your customers.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Noble Systems

FEBRUARY 10, 2021

Here, we discuss how contact centers can prepare now to address both current and future changes in customer behavior in order to future-proof their contact center operations. Here are the top things that contact centers can do now to deliver on the ever-shifting demands of customers. Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Just imagine you are a business owner who is considering outsourcing customer service.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. —

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. That makes it easier for other agents to identify a customer’s needs. Implement Gamification Dashboards. Omnichannel Solutions for Self-Service.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Noble Systems

JULY 24, 2020

Self-service tools are growing in popularity and functionality. Analytics refers to the use of automatic methods to analyze contacts and gain intelligence that you can apply to improve your contact programs and customer service. GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers.

Call Center 87

Call Center Technology Gamification Analytics 87

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

Technology 335

Technology Customer Experience Complaint resolution Gamification 335

Outsource Consultants

DECEMBER 13, 2021

Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. What Your Customers Want: Less Friction. Agent Recognition & Incentives.

outsourcing 128

outsourcing Gamification Morale Call Center 128

TechSee

MARCH 7, 2019

Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Agents are now able to build stronger relationships with specific customers and are measured on both individual and team performance, further encouraging teamwork.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Babelforce

MAY 19, 2022

And one of the best things about it is that while it’s extremely flexible, it also provides an extensive suite of pre-built elements allowing you to create nearly any customer service process (without ever needing to speak to a developer). babelforce comes into its own with its automated calling services.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

OctopusTech

APRIL 25, 2019

Freshdesk has also followed the unique gamification trend to rewards agents with points for each ticket that was solved successfully and in time. Through this, businesses turn customer support into an enjoyable experience, both for them and for the end customers. Embeddable Self Service. Ticket Queueing.

Customer Support 90

Customer Support Gamification Multi-channel support Self service 90

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. While call centers are a common feature of most customer service teams, setting up one for your business is no easy task.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

SEPTEMBER 29, 2020

Voice of The Customer. Gamification. The Workforce Optimization software suite from Noble includes all of the tools a contact center needs to run an efficient operation, manage employees and resources, and deliver a better customer experience – helping you gain a competitive advantage in today’s high-demand consumer landscape.

Management 86

Management Gamification Quality management Schedule adherence 86

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 Center 85

Call Center Airlines Contact Center Self service 85

Noble Systems

MARCH 18, 2021

Cloud-based solutions provide the agility and flexibility needed to quickly support a remote workforce while continuing to manage patient service operations. In fact, many that shifted from on-premise to the cloud saw improvements in customer service, agent efficiency and productivity. Case Study: BC Services.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Think about the end-to-end customer journey.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

NobelBiz

MAY 9, 2023

This ultimately impacts the quality of the customer service they provide. By automating the dialing process, dialers can connect agents to customers quickly, reducing wait times and keeping agents engaged. It enhances customer service by connecting customers to live agents quickly and avoiding dropped calls.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Noble Systems

JANUARY 30, 2019

Here are some of the 2019 trends that help to humanize interactions between companies and their customers. Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Expivia

JULY 21, 2021

Self-Service Technologies. Speaking of call center efficiency, advanced self-service technologies are incredibly helpful. However, self-service CANNOT be your service model. . Gamification. And gamification is a great way to do that. . Video Customer Service.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

teleopti

OCTOBER 3, 2019

Over time, frontline staff too have come to enjoy more control over their working lives through self-service. Recent advancements in WFM like self-scheduling, intraday automation and planning optimization for customer-facing staff are taking workplace autonomy to a whole new level. Humanize the workplace.

Self service 59

Self service Contact Center Gamification Service level 59

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) that make things easier for both – support agents and customers.

Self service 52

Self service Analytics Enterprise APIs 52

Noble Systems

SEPTEMBER 3, 2019

In addition, you may be risking your reputation and impeding the quality of customer service, which can lead to plummeting customer satisfaction. Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. Gamification.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CSM Magazine

MARCH 13, 2022

Avaya OneCloud is a Total Experience platform that lets you compose the experiences that each moment demands—for customers and employees alike.”. Some benefits of Avaya OneCloud CCaaS include: Smarter self-service : Deliver intelligent, conversational self-service—24/7—with options to connect with a live agent.

Gamification 52

Gamification Customer centricity Self service Surveys 52

teleopti

JULY 15, 2019

Tommy Palomäki at Teleopti explains why it pays to focus on CSR’s (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Employee attrition can contribute to increased operating costs. Follow these seven steps for a happier, inspired and motivated team!

Gamification 57

Gamification Contact Center Self service Chatbots 57

Noble Systems

JANUARY 30, 2019

Here are some of the 2019 trends that help to humanize interactions between companies and their customers. Leverage Gamification for Soft Skills Development. Gamification , the use of game mechanics to motivate and engage agents, has typically been used to improve productivity, compliance and call quality.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48