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

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

Lithium

FEBRUARY 28, 2023

It’s not hard to find media covering the topic of virtual worlds, they are real, they exist now, and yet there is so much we have yet to see as far as technological developments in this area. As we’ve seen, the mission, vision, and values that we hold for our futures are the premise of how these new worlds emerge.

Social Media 93

Social Media Gamification Fashion Entertainment 93

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.”. On top of this, those common issues like low budgets, IT issues and the need for new technology will fade away.

Gamification 105

Gamification How To Call Recording Analytics 105

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

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. They can optimize team productivity and achieve exceptional results by focusing on key areas such as KPIs, technology, workforce management, training, culture, and continuous improvement.

Contact Center 52

Contact Center Call Center Management Gamification 52

2020 Research

MARCH 28, 2023

With technology constantly advancing, the possibilities for innovative new approaches are endless. What is the role of “gamification” in qualitative and/or quantitative research in the near future? What is the role of “gamification” in qualitative and/or quantitative research in the near future?

Gamification 52

Gamification Study Healthcare Groups 52

2020 Research

MARCH 28, 2023

With technology constantly advancing, the possibilities for innovative new approaches are endless. What is the role of “gamification” in qualitative and/or quantitative research in the near future? What is the role of “gamification” in qualitative and/or quantitative research in the near future?

Gamification 52

Gamification Study Healthcare Groups 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

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

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

JULY 28, 2022

There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. The cost of not committing is high: 61% of customers say they would defect to a competitor after just one bad experience.

Contact Center 66

Contact Center Social Media Gamification Competitive Advantage 66

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. Regular inclusion in company events.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

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

AUGUST 28, 2023

In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving. The Technology Tango: Dancing with Tech Troubles In the realm of contact centers, technology hiccups are like unexpected dance partners.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. And here are the telltales.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 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

Magellan Solutions

MARCH 3, 2021

By 2022, the sector projection is at $250 billion. In particular, customer service support. Adoption of new technologies improves business processes. Outsourcing offers hybrid use of the latest technologies and human intellect. Customer Relations Management Services. Customer service is not an add-on anymore.

Telecommunications 52

Telecommunications Call Center Healthcare Government 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. And here are the telltales.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 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. But how much does your technology add to your company’s revenue?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52