Gamification Personalization Quality management Self service 
Noble Systems
SEPTEMBER 29, 2020
WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Gamification. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW.
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. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.
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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.
DMG Consulting
JANUARY 10, 2022
The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Technology Takes a Leading Role.
Enghouse Interactive
FEBRUARY 9, 2021
Personalization (25.8% Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance.
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. . Some can also be for fun.
DMG Consulting
JULY 19, 2017
Artificial intelligence-based IVAs, also known as “bots,” “chatbots,” “virtual assistants,” “virtual agents,” and a wide variety of other synonyms, use artificial intelligence (AI), machine learning and other technologies to produce highly innovative and exciting self-service capabilities for enterprises and their customers.
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