ShepHyken

DECEMBER 5, 2022

InMoment) Too many companies see their call center as only a cost and something that can be managed or minimized by reducing headcount and shifting to lower cost channels. In this guide nine operations leaders share their stories of transformation, and the positive impact gamification has had on their business.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

Playvox

OCTOBER 12, 2022

Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents? and Canadian contact center employees, these six management best practices will boost remote agent engagement and up your team’s customer experience game, both of which are critical to long-term success.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Over half the managers we surveyed told us they work remotely five days per week, and the overwhelming majority (84%) said they were happy with that.

Contact Center 70

Contact Center Management Gamification Surveys 70

Noble Systems

MARCH 22, 2021

Workforce Management Ensures Proper Staffing and Flexible Scheduling. Workforce management is critical for today’s healthcare call centers – whether using on-site or remote agents or a hybrid model. Compliance Management and Data Security Mitigate Risk. Gamification Accelerates Learning and Improves Retention.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

CSM Magazine

APRIL 15, 2021

While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19. These are fundamental questions that we set out to explore in our latest Recovery Accelerator Kit EBook , outlining a set of modern tools and templates for winning customer loyalty and growing market share post-COVID.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Noble Systems

JULY 24, 2020

ACCOUNT OWNERSHIP & MANAGEMENT Improves Relationship Building. Account Ownership allows specific consumer accounts and records to be ‘assigned’ to specific collection agents, essentially giving them management of the account for both outbound and inbound activities. REAL-TIME MANAGEMENT TOOLS for Reporting & Monitoring.

Call Center 87

Call Center Technology Gamification Analytics 87

Noble Systems

FEBRUARY 10, 2021

To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development. It also powers intelligent IVR , optimized and scalable workforce management , predictive analytics , self-service, and hyper automation.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. Motivation. Motivation.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

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. Ebook: Enterprise Contact Center Strategies for Healthcare Organizations. reduction in internal IT resources by outsourcing implementation, hosting, operations and maintenance.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. But when your agents are scattered across locations, managers have to be diligent about communicating regularly. Another fun way to recognize your team is through gamification.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Playvox

AUGUST 15, 2022

According to the research: 60% of contact centers are using a hybrid model 40% of contact centers are fully remote 68% of agents work remotely 31 to 40 hours per week 64% of managers work remotely five or more days per week Only 2% of agents work on-site the entire work week. What Is The Future Of Contact Center Remote Work?

Contact Center 77

Contact Center Gamification Surveys Management 77

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Leverage Gamification for Soft Skills Development. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Vonage

OCTOBER 22, 2015

ContactWorld Quickstart for small businesses can help you to provide a personalized service to every enquiry and connect customers straight to their rep or account manager. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition. Speech and text analytics.

Technology 113

Technology Customer Service Gamification Wireless 113

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Leverage Gamification for Soft Skills Development. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

inSided

OCTOBER 2, 2019

This user-generated content is also ideal for hitting Google's organic search criteria—meaning you can easily drive a lot of traffic to your community— download our eBook for more info. In fact at inSided our B2B customer communities see a massive 70% peer-to-peer engagement—up 20% from the industry average of around 50%. What’s more?

Self service 67

Self service B2B SaaS Gamification 67

Nicereply

JANUARY 18, 2023

Help desk software is a tool that allows customer support teams to capture, centralize, and efficiently manage customer questions, issues, and requests – commonly referred to as ‘tickets’. That is why it is also known as a help desk ticketing system or a ticket management system. Early-stage startups can get Zendesk free for 6 months.

Self service 52

Self service Analytics Enterprise APIs 52

Noble Systems

MARCH 19, 2021

This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Call Center Software for SMB.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

ChurnZero

APRIL 8, 2020

But having your own customer community —a space that’s managed by your business itself but predominantly populated by your users—you build a tight community of advocates, as well as transparency around your product experience. Engage customers with rewards, badges, and gamification features. t wears that never gave them the con?dence

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Influitive

NOVEMBER 26, 2015

and “Will people really like the gamification aspect that much?”. Download your FREE eBook now. We have formerly reticent sales management members who weren’t convinced, and are now sending e-mails to their teams making sure customers are on board,” Amy says. Some questions were as simple as “ What is advocate marketing ?”

Customer advocacy 68

Customer advocacy Gamification B2B Education 68

NobelBiz

FEBRUARY 22, 2023

Your managers will notice an increase in productivity in all areas of their everyday job. A good contact center solution should have a backup plan to guarantee that your business can manage customers during downtimes. Can remote work be managed? That is why you must let your agents use the best contact center software available.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

Serenova

APRIL 9, 2019

However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. Managers need to empower their agents to push past their comfort zones and encourage them to take on tasks that require them to learn new skills and grow.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

NobelBiz

FEBRUARY 21, 2022

Your managers will notice an increase in productivity in all areas of their everyday job. A good contact center solution should have a backup plan to guarantee that your business can manage customers during downtimes. Can remote work be managed? That is why you must let your agents use the best contact center software available.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

Comm100

NOVEMBER 23, 2020

Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets. While some companies use ticketing software to manage their emails alone, true omnichannel help desks allow tickets to be created from any digital channel, including chat, social, SMS, and even voice.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

Vistio

APRIL 2, 2022

And people are coming in from various functional areas, so there’s HR leadership and IT guys, and strategy people, and project managers, and operational leads. So moving forwards, in August, Vistio released a practical guide that covers how to hire, manage, and retain remote contact center agents. So that’s so interesting.

Contact Center 52

Contact Center Real estate Customer Service Self service 52