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.”. 1) Lead the brand by example. To get the first part right, aim to create better customer experiences.

Gamification 105

Gamification How To Call Recording Analytics 105

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. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

Lithium

FEBRUARY 28, 2023

We can see large-scale examples of metaverses with the recent explosion of worlds like Decentraland , Sandbox , and Roblox. Rewards and recognition will play a big role The Metaverse takes a lot of cues from the gaming world, so it only makes sense that we would see gamification brought into and reimagined in these virtual realities.

Social Media 93

Social Media Gamification Fashion Entertainment 93

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options. The customer was often abandoned, left feeling disappointed.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

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

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

BirdEye

DECEMBER 8, 2022

Customer review sites Frequently asked questions about types of social media Grow your brand everywhere online with Birdeye. For example, studies have found 18-19 year-olds make up about 33% of Instagram users , while only 16% are 50-64 year-olds. As of July 2022, TikTok has reached one billion monthly active users.

Social Media 98

Social Media Brands Video Entertainment 98

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. Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S.

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. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Call Center Management Gamification 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. For example, managers believe instructor-led training is most effective, while agents prefer to be paired with experienced peers for training.

Contact Center 77

Contact Center Training Gamification eBook 77

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. Pricing and plans.

Self Service 52

Self Service Comparison Analytics Gamification 52

SmartKarrot

JUNE 17, 2022

You have landed a customer; this means that the customer has selected you over the rest of the options available! By ensuring that you have efficient customer onboarding, especially for a SaaS company. Want to make your SaaS customer onboarding smooth? Here is a 90-day plan for customer onboarding. Where to start?

Self Service 10

Self Service Company B2B Gamification 10

SurveySparrow

NOVEMBER 19, 2021

You can find tools for CX, customer support, email campaigns, and more. 10 Best Zendesk Apps & Integrations of 2022. Customer Support and Ticketing – Salesforce. Customer Support & Ticketing – Salesforce. These are helpful for spotting trends in your customer interactions. Pricing: Free.

CRM 52

CRM Social Media Gamification Software 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

2020 Research

MARCH 28, 2023

What is the role of “gamification” in qualitative and/or quantitative research in the near future? Gamification absolutely has a future role to play. Sago saw a slowdown in new project inquiries starting back in Q1 of 2022. Almost like “customer advisory councils.”

Gamification 52

Gamification Study Healthcare Groups 52

2020 Research

MARCH 28, 2023

What is the role of “gamification” in qualitative and/or quantitative research in the near future? Gamification absolutely has a future role to play. Sago saw a slowdown in new project inquiries starting back in Q1 of 2022. Almost like “customer advisory councils.”

Gamification 52

Gamification Study Healthcare Groups 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

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. For example, a quirky in-house award ceremony, a monthly Wall of Fame for top performers, Amazon gift vouchers, you name it. There’s no need to contact customer service or wait for approval. Key Features. Wrapping Up.

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