Fonolo

NOVEMBER 22, 2022

Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023. Who Should Take Call Center Management Courses? Top 7 Call Center Management Courses. ICMI Contact Center Management Boot Camp. More on ICMI’s Contact Center Management Boot Camp ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

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. Let’s look at some of the trends that are expected to drive this year’s priorities.

Call Center 124

Call Center Self service Gamification Contact Center 124

DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. WFM solutions are good at finding trends in historical interaction data to generate projections. Old vs. New Intraday Management This is where real-time adaptive intraday management comes in.

Management 62

Management Gamification Contact Center Consulting 62

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Fonolo

FEBRUARY 2, 2021

The pandemic disrupted many contact center trends , but not all of them. Here are some of the ways call center trends around technology have changed. 3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. 3 Crucial CX Trends You Need to Know for 2021.

Contact Center 91

Contact Center Technology Call Center Gamification 91

DMG Consulting

MARCH 27, 2024

Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT). WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. Gamification , which uses game mechanics such as points, badges, leaderboards, rewards and recognition, is an enabling technology that has gained popularity in recent years in contact centers.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Noble Systems

DECEMBER 18, 2018

Conventional motivational tactics are no longer effective, whether you manage an enterprise or contact center sales organization. That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. All of them can be enhanced with gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

CSM Magazine

JULY 28, 2022

To optimize the work of staff, HR managers today are actively introducing various software into the work of the team. Find out from this article which HR management software is the most popular and effective and put it into practice! As practice shows, modern technologies provide wide opportunities in the field of HR management.

Management 59

Management Gamification Analytics Enterprise 59

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. I’ve managed and created large thermometer team games, car races, horse races, etc. all using nothing more than a corkboard and a little creativity.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

NICE inContact

JULY 19, 2019

So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line. With such clear benefits, incorporating gamification into your performance management program is a win-win situation. Team Competition.

Gamification 54

Gamification Contact Center Employee engagement Call Center 54

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Enterprise Analytics Contact Center 62

Aspect

JANUARY 30, 2019

Hierbei spielen auch die folgenden drei Trends eine wichtige Rolle: > Selbstverwaltung / Self-Service für Mitarbeiter. > Gamification. Gamification als Methode, die das Erlernen von neuem Wissen und neuem Verhalten spielerisch unterstützt, ist zwar kein neuer Gedanke, aber ein Trend, der an Fahrt gewinnt.

Gamification 54

Gamification Self service Contact Center Chatbots 54

Expivia

JULY 21, 2021

Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Workforce Management Software. Advanced workforce management software can analyze the stats of your reps, forecast call trends, handle times , and predict the workforce goal you need to handle requests.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Call Design

MAY 24, 2022

Gamification, the use of game mechanics to improve employee productivity, efficiency, and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 78

Gamification Enterprise Coaching Feedback 78

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. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Noble Systems

MARCH 18, 2021

In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. Healthcare Call Center Best Practices and Trends to Consider. Noble Gamification has brought positive improvements to agent retention and customer experience for BC Services. Case Study: BC Services.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. Gamification. Even if you don’t fancy yourself a hardcore gamer, ‘gamification’ will continue to factor into contact center strategies (especially given the continued development of new technologies).

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Liveops

JANUARY 6, 2022

Recently, Liveops Senior Vice President of Marketing and Talent Acquisition, Ellen Hahn, joined the weekly live stream Sterling Live to discuss recent workforce trends with Sterling General Manager Vincenza Caruso-Valente. Over the past two years, the global workforce has been forced to adjust to new and uncertain situations.

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62

CCNG

APRIL 20, 2022

Implementing a performance management system with a robust data architecture that automates data integration and delivers performance intelligence to any business stakeholder is vital.? Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Balto

NOVEMBER 2, 2022

Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role. Perhaps you’re already in call center management or an agent aspiring to work your way up and are seeking to learn more about what all is involved.

Call Center 52

Call Center Management Average Handle Time Gamification 52

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. Each week, I read many customer service and customer experience articles from various resources.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

CSM Magazine

JUNE 27, 2023

By utilising the expertise of event management services , businesses can make sure that their essence is seamlessly woven into every aspect of the day, from the first invitation to the follow-up. To do this correctly, communication between the event management team and the representative company is essential.

Management 52

Management Gamification Marketing Personalization 52

Playvox

APRIL 11, 2023

Managers should make it clear how their team’s work impacts the customer journey and, ultimately, the long-term health of the company. Managers should foster an environment of dialogue between themselves and their team members so that any difficulties can be resolved before they develop into larger issues.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Fonolo

FEBRUARY 16, 2021

The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. Many contact center managers have heard of call-backs , but they don’t realize that they’ve come a long way from the basic virtual queueing of yesteryear. Scheduled Conversations.

Call Center 134

Call Center Technology Gamification Contact Center 134

Noble Systems

MARCH 22, 2021

In the first blog in this 2-part series, we discussed the top healthcare contact center trends. 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.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Noble Systems

MARCH 30, 2020

6 suggestions to capitalize on all resources available for managing high call volumes. They also offer intra-day management that allows for real-time adjustments for unforeseen circumstances. Analyze issues and trends. Virtual assistants can provide new announcements and manage call back requests. Optimize scheduling.

Management 90

Management Gamification Contact Center Coaching 90

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

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Setting goals can also help managers monitor agent performance and identify areas where additional training or coaching may be needed.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Advantage Communications

MARCH 10, 2020

If your company manages its customer service strategy in house, you’ll probably know just how difficult it is to keep staff motivated and engaged while at the same time ensuring you hit important metrics and efficiencies.

Gamification 69

Gamification Call Center Metrics Customer Service 69