Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. Coaching is a critical aspect of agent engagement in contact centers.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

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

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

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