NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. Gamification is one key way to do so. The post Managing Gen-Z and Millennials in the Contact Center appeared first on NICE inContact Blog.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. Gamification is one key way to do so. The post Managing Gen-Z and Millennials in the Contact Center appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Gamification Management Call Center 54

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Noble Systems

AUGUST 4, 2020

. • Doing More with Less Resources through Proactive Messaging and Workforce Management . Proactive messaging and workforce management can help. In-queue messages are a great way to deliver information while helping to manage hold times. Proactive outbound messaging can also help push important information to customers.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Gamification Gamification is all the rage in survey research and for good reason! The good news is that there are still ways to get VoC programs back on track. Here are some key insights.

Gamification 83

Gamification Journey mapping Feedback Metrics 83

Calltools

DECEMBER 13, 2023

Host Webinars Inviting people interested in your offerings to a webinar will help you establish credibility and trust, and both of those things can be great for lead generation. Experiment With Interactive Content Gamification could boost your ethical lead generation efforts.

Telemarketing 52

Telemarketing Gamification Engineering Sales 52

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Vonage

OCTOBER 22, 2015

High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: Here are the seven tools which John highlights in our webinar: Your website. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition.

Technology 113

Technology Customer Service Gamification Wireless 113

Serenova

MARCH 31, 2020

One of those features, CxEngage Scoreboard, provides contact center supervisors with a tool to effectively manage a remote workforce by keeping agents focused and engaged. Managing the Performance of a Remote Team. Gamification is another way to keep agents motivated and engaged. Leading a WFH Team through Uncertainty.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

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

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Supporting the Most Important People in Contact Centers: Agents A growing number of contact centers are aligning their operations to ensure agents have proper support and management. Watch the full recording here.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Noble Systems

SEPTEMBER 8, 2020

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. Training and coaching have never been more vital to success.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here. Effective management of customer interactions.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

NICE inContact

SEPTEMBER 30, 2019

It’s also important to empower agents with the right tools to manage and track their own analytics in real-time from home. They need a performance management platform that provides them an individual, intuitive dashboard that will alert them immediately if they are off track. Myth #2: Remote work is for startups.

Contact Center 54

Contact Center Gamification Call Center call center software 54

ChurnZero

JULY 22, 2022

In our webinar, Driving customers to value during onboarding at scale , Donna shares how to stop recreating the wheel every time you onboard a new customer as well as why, how, and when to lead customers to first value. I get more contacts and we address it immediately, so that’s risk management as well. You need to bake that in.

Gamification 98

Gamification Accountability B2B Enterprise 98

Noble Systems

APRIL 14, 2021

Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. Reporting gives managers the critical information they need to make informed decisions.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. What is Automated Quality Management?

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

JUNE 5, 2023

This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods. Regular training programs, incentives, and supportive management can help to motivate agents and boost their performance. Watch the free on-demand webinar here.

Call Center 52

Call Center Scripts CRM Contact Center 52

Playvox

JULY 28, 2022

There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. The generally accepted generations are defined as: Related Article: 4 Tips for Managing a Multigenerational Contact Center.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

Serenova

JUNE 20, 2019

In her recent webinar with Serenova, leading contact center industry analyst Sheila McGee-Smith shared this particularly revealing statistic: Gen Z is set to outnumber even Millennials this year to make up 32% of the global population (a staggering 7.7 Performance management tools can help here. billion total people). Challenge: FOMO.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I’m your Customer Success Manager.” Then, as you scale, include some other ways of interacting – so maybe it’s a video or webinar tool or community. Q&A Recap.

Gamification 98

Gamification Marketing Metrics Sales 98

Enghouse Interactive

FEBRUARY 9, 2021

Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Remote Agent/Supervisor Collaboration enhanced by enabling supervisors to manage their agents, easily share resources or collaborate using 1:1 or 1: many video conferencing and communications. increase versus 22.3%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). Success begins with a smarter approach to Workforce Engagement Management (WEM). In order to achieve this a truly integrated cloud-based platform is required.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Talkdesk

APRIL 8, 2016

Earlier this week, Talkdesk had the pleasure of hosting a live webinar with SpotHero’s resident data expert, Nate Peace. Nate chatted with Talkdesk Product Manager, Robert Sur, about the importance of leveraging call center data to develop and refine a phone support strategy.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

ProProfs Blog

SEPTEMBER 17, 2021

A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. This acts as a reference guide for all the managers and team members alike. Incorporate Manager Training. What are its components?

Best practices 78

Best practices Surveys Journey mapping Gamification 78

CrazyCall

JANUARY 21, 2019

Inside Sales reps rely on CRM – customer relationship management tool that helps them better operate on their efforts. In such a case an inside sales team chooses a more specific, calling software which offers more solutions in regards to making, taking, and managing calls. You can also apply gamification to everyday work.

Telemarketing 87

Telemarketing Sales Scripts CRM 87

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. Who doesn’t want a piece of that?!

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

inSided

OCTOBER 2, 2019

Traditionally in B2B SaaS companies, speaking to your customers involved webinars, meet-ups and in-person events. As an added bonus a combination like this enables users and moderators to work with the community content in a way that favors the most valuable content and demotes the fluff—making knowledge base management a breeze.

Self service 67

Self service B2B SaaS Gamification 67

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I’m your Customer Success Manager.” Then, as you scale, include some other ways of interacting – so maybe it’s a video or webinar tool or community. Q&A Recap.

Gamification 52

Gamification Marketing Metrics Sales 52

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

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. How is this accomplished?

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. How is this accomplished?

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. How is this accomplished?

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

ProProfs Blog

AUGUST 6, 2021

Here, you can create an internal feedback loop for easy communication between teams, managers, and employees. In addition, you can even access your industry-specific blogs, news, webinars, etc. Using the crucial information, you can make smarter decisions while managing a team. Feedback Forums. Employee Collaboration Tools.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

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

SmartKarrot

OCTOBER 3, 2023

Gamification and Rewards: Incorporate gamified elements into your product to make the user experience more enjoyable and rewarding. Continuous Education and Training: Provide educational resources, tutorials, webinars, and interactive training modules to help users maximize the value they derive from your product. ”

Gamification 11

Gamification Education CRM Feedback 11