Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Technology and data abound in contact centers but often aren't leveraged to their full extent.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Noble Systems

JANUARY 21, 2019

By adding Gamification to your sales technology stack , you can accelerate effectiveness at each stage to help your agents achieve top revenue performance and sustain it over time. Gamification uses game mechanics to encourage desired behaviors. All of these examples can be tracked and rewarded through gamification.

Gamification 52

Gamification Sales CRM Contact Center 52

Call Design

MAY 24, 2022

And by 2020 Gen Zers comprised 32 percent of the world’s population, surpassing millennials as the largest age group. Attracting these technologically proficient workers requires attention now. – Need technology to keep pace. Those that trained through gamification had a 184% higher completion rate than those that didn’t.

Gamification 78

Gamification Enterprise Coaching Feedback 78

Noble Systems

DECEMBER 4, 2019

According to the Aberdeen Group, those companies that are best-in-class at capturing and acting on VoC insights realize a 10X greater increase in annual revenue. VoC Technologies that Monitor Feedback and Reward Employees. Doing so allows each employee or employee group to see how their achievements stack up against others.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Outsource Consultants

JUNE 6, 2022

While they can’t be perfectly replicated in a remote world, technology can certainly provide a viable substitute. Most chat software allows for not only one-on-one communication between employees but also collaborative groups based on department or topic, or team-building ones surrounding personal interests.

Gamification 128

Gamification At home agents Morale Employee engagement 128

COPC

MARCH 11, 2024

New Hire Focus Groups The most successful leaders have direct conversations with employees, particularly those in their initial 90 days, even though it may be difficult to maintain regularly. It’s important to ask open-ended and follow-up questions to gain deeper insights: Does the job meet your initial expectations?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Noble Systems

OCTOBER 10, 2017

Folks, when I talk about Gamification I am talking about using game mechanics to increase productivity, lower attrition, and lower absenteeism, those are just some of the areas that can be impacted. There are technology companies, many of whom were employers or even call center managers themselves have started to work the angle.

Gamification 40

Gamification Employee engagement Call Center Metrics 40

Noble Systems

OCTOBER 11, 2018

Some characteristics of this group include adherence to rules, loyalty, respect for authority and a sense of responsibility. What this group tends to look for in a job includes respect and recognition, stability and, although the least technology savvy, they are driven to do what needs to be done. Getting Your Game On.

Gamification 74

Gamification Employee engagement Call Center Morale 74

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas.

Gamification 75

Gamification Contact Center Coaching Education 75

Fonolo

JANUARY 31, 2023

Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? Include workshops and group activities as much as possible! Use incentives and gamification Call center training material can get pretty dry.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Noble Systems

DECEMBER 4, 2019

According to the Aberdeen Group, those companies that are best-in-class at capturing and acting on VoC insights realize a 10X greater increase in annual revenue. VoC Technologies that Monitor Feedback and Reward Employees. Doing so allows each employee or employee group to see how their achievements stack up against others.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Playvox

APRIL 11, 2023

By investing in effective coaching strategies and technology, contact centers can be cost-efficient and maximize employee engagement levels at the same time. Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged. Related Article: Five Coaching Tips For Contact Center Agents that Work 4.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Noble Systems

JUNE 18, 2019

And by the end of 2019, Gen Zers are expected to comprise 32 percent of the world’s population, surpassing millennials as the largest age group. Attracting these technology proficient workers requires attention now. Need technology to keep pace. The right gamification platform allows for perpetual, self-paced learning.

Gamification 72

Gamification Feedback Enterprise Coaching 72

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Achieving these goals requires a special balance between the human touch and technological innovation. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Aspect

OCTOBER 23, 2018

It all starts with a sound technology foundation. This could be merit increment for gamification, different pay rate, or other special incentive. There are certain blocks of times that you may want to exclusively offer to particular groups of agents. Reward a group or groups(s) with early access as part of gamification strategy.

Gamification 113

Gamification Contact Center Management Technology 113

Babelforce

FEBRUARY 24, 2022

But talking with an individual or small group of employees once a week is a good way to build a connection with your team. #2 4 Invest in technology. Call center technology makes life easier for agents. 9 Use gamification tactics. Gamification is a valuable agent engagement tool if used correctly.

Employee engagement 52

Employee engagement Gamification Call Center Contact Center 52

TechSee

SEPTEMBER 29, 2020

According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%. As FCR improves, and there is less need for customers to call back about the same issue, the overall cost of providing support decreases. Use automation as a force multiplier.

Call Center 196

Call Center Self service Gamification Contact Center 196

CSM Magazine

APRIL 15, 2021

Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

OctopusTech

APRIL 29, 2022

However, in the modern age of technology, businesses struggle to acquire new customers and retain them. A customer base is a group of people who repeatedly buy products and services from your company or organization. The customer base can be your target audience or a specific group of people who are based on your buyer persona.

Gamification 62

Gamification outsourcing Customer retention Customer advocacy 62

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. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

CSM Magazine

SEPTEMBER 21, 2023

The popularity of mobile applications, as well as a smartphone penetration rate, within different social groups is continuing to rise which can be an excellent sign for businesses. Moreover, we highly recommend you add various gamification features like leadership boards, bonuses, secret lessons, etc.

Gamification 59

Gamification Coaching Education Consulting 59

NobelBiz

FEBRUARY 10, 2023

Steve: Well, you know, virtual has really been a part of the technology experience for a long time. So the technology has always been there. What we did at NobelBiz, we offer free technology, during the pandemic. In March, within three days, we sent everybody home using our own technology, obviously.

virtual call center 52

virtual call center Call Center Gamification Contact Center 52

Noble Systems

FEBRUARY 14, 2019

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort. Contact center agents are no different.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Call Design

SEPTEMBER 9, 2021

As technology and social circumstances change, training procedures must also keep up to date. By implementing solutions like gamification, training becomes more engaging and contact centres can deliver superior professional development. Providing steady growth and development for your staff is crucial to maintaining KPIs.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

CSM Magazine

JULY 28, 2022

As practice shows, modern technologies provide wide opportunities in the field of HR management. New approaches to the implementation of HR management processes cause a significant technological transformation. Therefore, the task of forming or improving the personnel management system in modern enterprises takes on special importance.

Management 59

Management Gamification Analytics Enterprise 59

Fonolo

JANUARY 8, 2019

Avaya ENGAGE® , hosted by Avaya and the International Avaya Users Group (IAUG) , is the largest gathering of Avaya users and experts under one roof. We are excited to announce that Fonolo , a Technology Partner in the Avaya DevConnect ecosystem, will be exhibiting at this momentous event. Voice-Powered Technology (VPT).

Abandon rate 73

Abandon rate Gamification Contact Center Technology 73

Noble Systems

FEBRUARY 14, 2019

Gamification is an enabling technology that can help. Next we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort. Contact center agents are no different.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Liveops

MARCH 11, 2021

Equip your team with the right technology. “We Technology in the remote environment is crucial, yet there is no secret formula for what works for each business. Liveops leverages a social network platform that includes gamification, events and networking among agents. . Employee-led groups foster relationships. .

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Playvox

APRIL 25, 2023

ICMI shared that the top skills contact center focused on in agent training were learning the technologies used to provide service, customer service techniques, and the role of an agent. Here are some ideas: Incorporate gamification into your agent training and professional development program. First up, what will you cover?

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

ChurnZero

MAY 4, 2023

Further, we established a group from customer volunteers, which we call our “Ambassadors.” Choose the right technology platform Like talent, the right technology is crucial for an online community. We also added features that gave recognition to customers. After a careful evaluation, we selected Higher Logic Vanilla.

SaaS 98

SaaS Best practices Gamification Feedback 98

CSM Magazine

DECEMBER 5, 2017

Technology related to voice recognition will be most impactful in 2018. Technologies such emotion-engines, which help analyze input to determine customers’ emotions could help personalize interactions and may prompt a seamless transfer to a customer service professional as a next step. Gamification. Voice Recognition.

Customer Service 80

Customer Service Gamification Self service CRM 80

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Contests should be based on a specific metric or group of metrics so they can be easily measured. They’re gamified and they’re focused on the technology.

Call Center 182

Call Center Management Scripts Coaching 182

Monet Software

MARCH 19, 2020

How probing questions can shape workforce engagement and where technology fits in. But as contact centers grow, it can be difficult to bring new people into the fold and, over time, a once cohesive, highly engaged group can fall prey to the “blahs.”. And technology itself isn’t innovation.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Noble Systems

MARCH 18, 2021

In Part 2 we will review the latest technologies that can help leverage their rich data sources to attract new patients. In Part 2 of this blog series, we will discuss the enabling technologies that can help healthcare contact centers deliver greater patient outcomes and satisfaction. Learn More: Solutions for Healthcare Call Centers.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Noble Systems

JANUARY 30, 2019

To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. 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.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Automate where possible Modern technology has created a unique opportunity for automation in inbound call centers. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62