NICE inContact
AUGUST 23, 2019
Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so.
NICE inContact
AUGUST 23, 2019
Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so.
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TechSee
JUNE 25, 2019
The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management.
Verint
AUGUST 17, 2017
The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond. Figure 2: Contact Centers Willing to Change to Accommodate the Millennial Workforce.
NICE inContact
MARCH 13, 2019
When I worked in a contact center, there was a complicated projections report that we presented to the leadership team every Monday morning. This experience might sound crazy, but there many contact center managers reading this and nodding their heads because they’ve been there! Automate your analysis process.
CSM Magazine
DECEMBER 5, 2017
Gamification. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z. Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important.
Verint
AUGUST 23, 2017
Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. According to a Gallup poll from January 2017 1 , a whopping 65.6% Report, 2017. of employees are disengaged.
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