Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. One of Playvox’s customers, MongoDB , had many of the typical challenges seen with dispersed global teams.

Management 88

Management Gamification Contact Center Policies 88

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Unleash the chatbot!

Self Service 52

Self Service Customer Experience Gamification Analytics 52

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. This, in turn, leads to higher customer retention and increased profitability for the business. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Contact Center 78

Contact Center How To Call Center Gamification 78

CSM Magazine

SEPTEMBER 8, 2023

But as the industry matures, so does the challenge of keeping customers loyal and engaged. As of 2022, global e-commerce sales surpassed $5.7 Yet, this boom also means that online stores face stiff competition in attracting and retaining customers. It’s vital to maintain customer trust.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

CSM Magazine

NOVEMBER 3, 2022

In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty. Yet, customers are quick to look for new options if unhappy.

Loyalty 52

Loyalty Brands Self Service e-support 52

Playvox

APRIL 25, 2023

Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future. This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. To get the first part right, aim to create better customer experiences. Just picture it. Become a top performer.

Gamification 105

Gamification How To Call Recording Analytics 105

Playvox

NOVEMBER 15, 2022

Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before. Coach And Develop Your Customer Service And Support Team. Agents who aren’t properly trained will become disengaged and ultimately look for an alternative role.

ROI 86

ROI Software Management Contact Center 86

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Contact Center 52

Contact Center Call Center Management Gamification 52

SurveySparrow

NOVEMBER 20, 2022

Freshdesk and Zendesk are the two mammoths of the customer service software category. To help you decide which software to choose, we’re going to compare Freshdesk and Zendesk based on seven essential features of customer service software. Customization and branding. Customization and branding.

Self Service 52

Self Service Comparison Analytics Gamification 52

Playvox

DECEMBER 21, 2022

Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing agents back to the office this year. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. So why the disconnect?

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

SurveySparrow

DECEMBER 15, 2021

According to recent Salesforce statistics , it has more than 150,000 customers. From customer service to marketing, teams of all kinds use and extend Salesforce to work more efficiently. So to help your search, we have made a list of the best 12 integrations in Salesforce for 2022. What gives? SurveySparrow. Breadwinner.

Gamification 52

Gamification CRM Training Financial 52

Playvox

AUGUST 15, 2022

In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders. According to Gartner , 38% of Customer Service Representatives (CSRs) are disengaged from their jobs and 28% are neutral. Gamification in remote workforce training is one approach.

Contact Center 77

Contact Center Training Gamification eBook 77

Magellan Solutions

MARCH 3, 2021

By 2022, the sector projection is at $250 billion. In particular, customer service support. Additionally the natural service orientation and cultural parallels with the West. Customer Relations Management Services. Customer service is not an add-on anymore. Gamification. Manufacturing.

Telecommunications 52

Telecommunications Call Center Healthcare Government 52

Playvox

APRIL 27, 2023

Synchronous customer communication channels involve real-time communication between a customer and a service agent. When communicating over these channels, the customer expectation is for an immediate or nearly immediate response from the customer service team. This kind of customer engagement is open-ended.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

CSM Magazine

AUGUST 8, 2023

One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX).

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

Playvox

MAY 2, 2023

But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Moving to a cloud contact center and workforce engagement solution means shifting your data, software, and hardware used to provide customer service from on-premises solutions to a cloud-based infrastructure.

Contact Center 52

Contact Center Omni-Channel Contact Center Software Gamification 52

Playvox

SEPTEMBER 2, 2022

While these might be rhetorical questions, our customers tell us again and again that agent retention has never been more important. Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely.

Contact Center 70

Contact Center Management Policies Gamification 70

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

SurveySparrow

SEPTEMBER 16, 2022

With this feedback, you can customize your employee recognition program to reflect what your teams prefer. There’s no need to contact customer service or wait for approval. With Awardco, you can create custom award types, set up automatic awards, and integrate with popular tools like Slack and Salesforce.

Survey 52

Survey Employee Engagement Gamification Rewards Programs 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. You are aware that technology will be critical in 2022 and beyond for the industry. How many steps do agents have to do to process a customer? What is the expected ROI?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

NobelBiz

FEBRUARY 22, 2023

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. As the contact center industry shifts towards becoming more dynamic after the pandemic, customer expectations are different.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

FEBRUARY 21, 2022

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. As the contact center industry shifts towards becoming more dynamic after the pandemic, customer expectations are different.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52