DMG Consulting

MARCH 12, 2018

Quality assurance (QA)/quality management (QM) – interactions, either recorded or live, assessed on an evaluation form and scored against established contact handling criteria. sales, collections, etc.). As specific needs arise, or as your contact center grows, additional WFO components can be added.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Enghouse Interactive

FEBRUARY 9, 2021

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. AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

APRIL 16, 2019

Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). The overarching themes shared by these seven trends are productivity improvement, enhanced quality, and reduced costs, driven by AI-related functionality. Contact centers and back offices will merge in the next 10 years (0.3).

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Serenova

JUNE 6, 2019

Yes, automation is helping by taking care of the most basic customer service needs, such as password reset—rudimentary tasks agents find monotonous. Not all issues can be resolved well through self-service. It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

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. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer.

Management 86

Management Gamification Quality management Schedule adherence 86

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.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

CSM Magazine

FEBRUARY 17, 2021

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. The cloud allows the use of intelligent automation to create a self-regulating contact centre.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Playvox

JUNE 22, 2023

Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls. Three Ways To Improve Agent Performance Metrics Contact center managers should provide additional agent training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Quality management 44

Quality management Gamification Self service Feedback 44

JustCall

APRIL 5, 2023

Its IVR utilizes AI, including both natural language understanding (NLU) and automatic speech recognition (ASR) to ensure appropriate routing. Genesys CloudX Pricing Plans Genesys Cloud CX 1: $75.00

voip 52

voip Interactive Voice Response APIs Contact Center 52

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.

Contact Center 345

Contact Center Call Center Gamification Wait times 345