CCNG
SEPTEMBER 27, 2023
The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. All this costs more money. It’s a vicious cycle. It’s here to stay, and it will get better over time.
inSided
OCTOBER 2, 2019
Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! at the forefront of your overall business goals.
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Fonolo
NOVEMBER 24, 2022
Gamification is linked to a 10% increase in customer satisfaction. Gamify the Goals: Zippie reports that gamification of goals generates a 10% increase in customer satisfaction. Offer Incentives: A big part of gamification is the feeling of being rewarded for meeting goals. One way is through self-service options.
TechSee
SEPTEMBER 29, 2020
Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.
DMG Consulting
MARCH 27, 2024
Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.
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.
DMG Consulting
APRIL 8, 2024
WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.
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