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.”. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people.

Gamification 105

Gamification How To Call Recording Analytics 105

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

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. Overstaffing and understaffing are both workforce scheduling challenges in customer service centers.

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

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. According to 88% of contact centre managers, brand perception also directly influences overall company revenue.

Loyalty 52

Loyalty Brands Self Service e-support 52

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. Gamification is like the sprinkle of excitement atop the cake of shopping.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 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. While many respondents felt their companies were handling it well in a remote work environment , others found it lacking. Regular inclusion in company events.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 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. Pricing and plans. Ticket management.

Self Service 52

Self Service Comparison Analytics Gamification 52

Playvox

AUGUST 15, 2022

Yet, many companies are touting the benefits of working in an office and pushing for a return. According to the Playvox research , despite the reported successes contact centers are experiencing with remote work, nearly half (45%) of managers surveyed say they’ll bring their agents back to the office in 2022.

Contact Center 77

Contact Center Training Gamification eBook 77

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

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

Retently

APRIL 5, 2024

Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty. Traditionally retail refers to the sale of goods and services through physical stores.

Retail 78

Retail Engagement Strategy Customer Experience 78

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. Step 2: Add only one new channel at a time.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 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

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience. Why do metrics matter?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

SurveySparrow

SEPTEMBER 16, 2022

Fond helps companies show their employees how much they’re appreciated with personalized rewards. There’s no need to contact customer service or wait for approval. Moreover, Guusto makes it easy for companies to show their employees how much they’re appreciated with personalized gifts and rewards.

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. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Cost Not every company has the same requirements.

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

NobelBiz

FEBRUARY 22, 2023

A company may have to change its technical solution for many reasons, including the need for more advanced and customizable features. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

FEBRUARY 21, 2022

A company may have to change its technical solution for many reasons, including the need for more advanced and customizable features. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52