NICE inContact

JANUARY 23, 2019

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed. Accurate staffing was impossible, as was keeping service levels high.

Contact Center 137

Contact Center Technology Gamification Call Center Solutions 137

NICE inContact

SEPTEMBER 30, 2019

It’s also important to empower agents with the right tools to manage and track their own analytics in real-time from home. They need a performance management platform that provides them an individual, intuitive dashboard that will alert them immediately if they are off track. Myth #2: Remote work is for startups.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

SurveySensum

OCTOBER 17, 2023

A NBFC customer feedback tool is designed to gather, manage, and analyze feedback from customers of non-banking financial companies. Look for a tool that provides robust data analytics and insights. Text Analytics software allows you to understand and derive actionable insights from open-ended feedback.

Feedback 52

Feedback Tools Management Knowledge Base 52

BirdEye

NOVEMBER 20, 2023

They take care of the busy work – sending invites, tracking new recruits, managing rewards – so you and your customers can focus on what matters. Valuable analytics: The software should provide data on how your referral program is performing. For you, it’s growing your business.

Software 62

Software Marketing Multi-Channel e-support 62

Customercount

OCTOBER 31, 2019

At CustomerCount, we value our client feedback so much that we use it to guide our innovations and enhancements including text analytics and gamification Continue reading → The post How customer feedback fuels our innovation appeared first on CustomerCount.

Innovation 66

Innovation Feedback Gamification Analytics 66

SurveySparrow

MARCH 24, 2024

Today, almost any professional activity can be automated, and sales management is no exception. They range from CRMs and lead generation to analytics and AI helpers. One of the primary reasons why ZOHO is so good at boosting productivity is its emphasis on gamification of most routine processes — it really makes dull work fun.

Tools 52

Tools Sales CRM Social Media 52

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Performance management is a practice and culture that applies to individuals, teams and departments.

Innovation 40

Innovation Gamification Management Comparison 40

GetFeedback

APRIL 17, 2019

Besides, if they manage to find the solution to their problems on their own, everybody wins. If you manage to partially automate agent-customer communication , it will help reduce the probability of mistreating customers. To do that, you’ll need a properly configured or even customized tool with really strong analytical capabilities.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Gainsight

MAY 31, 2023

Gainsight CS and Gainsight Digital Hub (formerly inSided), have earned awards in several categories from leader in Community, Experience Management, Momentum, Enterprise, Mid-Market, and Best Relationship. Partner Success Manager. Partner Success Manager. Gainsight PX earned TrustRadius’ most coveted Top Rated Award.

Leadership 52

Leadership Gamification Analytics Customer Satisfaction 52

TechSee

DECEMBER 16, 2021

Self-service also became a godsend for organizations whose lack of manpower during the pandemic relied on the technology’s call deflection to manage the daily workload. Analytics for insights Companies have finally grasped the hidden gem in customer analytics.

Call Center 124

Call Center Trends Self Service Contact Center 124

CSM Magazine

DECEMBER 15, 2020

Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. This brings a new set of challenges.

Management 52

Management Self Service Gamification e-support 52

TechSee

JUNE 25, 2019

In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Contact Center workload management.

Technology 122

Technology Customer Service Contact Center Gamification 122

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. This will help you choose the right and the best InMoment alternatives.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

CSM Magazine

JUNE 10, 2021

Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Make internal knowledge easily available – move away from “knowledge management” and towards “knowledge sharing”. Also, try to take a lead role in organising company-wide events, which get different departments mixing.

Gamification 105

Gamification How To Call Recording Analytics 105

Magellan Solutions

JULY 13, 2023

This process involves nurturing prospects through social media marketing, gamification, whitepapers, online courses, or other lead generation strategies. You can also integrate AI with your customer relationship management (CRM) system to provide real-time lead scoring. Lead generation is a crucial aspect of sales and marketing.

Tools 98

Tools Effort Score Social Media Gamification 98

Vonage

OCTOBER 22, 2015

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. ContactWorld Quickstart for small businesses can help you to provide a personalized service to every enquiry and connect customers straight to their rep or account manager.

Technology 120

Technology Customer Service Gamification Wireless 120

Playvox

APRIL 25, 2023

Playvox research shows some disconnect between what agents desire when it comes to proper training versus which elements managers believe are important. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work 2. One-to-one video training with managers: Establishes two-way communication and builds rapport and trust.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

CSM Magazine

APRIL 15, 2021

While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19. Working with those on the frontline, managers can quickly formulate a brand story that agents can be proud of while providing a unique competitive differentiator that makes your organisation stand out from the crowd.

Gamification 52

Gamification eBook Multi-Channel Brands 52

SurveySensum

SEPTEMBER 15, 2023

Analytics and Reporting: The tool should provide detailed insights, trends, and reports to help you make data-driven decisions. 5) Qualaroo Targeted surveys Multiple integrations Advanced analytics 15 days free trial available $ 99 /month 4.4 (5) Compatibility with CRM systems, email platforms, and other essential tools is crucial.

B2B 52

B2B Tools Feedback Comparison 52

CSM Magazine

JANUARY 25, 2023

If you don’t have automated analytics tools then simply ask agents directly—they will welcome the opportunity to be involved and asking shows you care and value their input. Managers might also consider developing a special DIY de-stressor kit, full of practical tips to reduce stress levels, whatever the season.

Self Service 52

Self Service Gamification Analytics Tips 52

Natalie Petouhof

MARCH 5, 2016

NICE Systems (NASDAQ: NICE) announced the release of a new version of its Sales Performance Management ​ (SPM) solution geared for large sales organizations with substantial transactions and complex incentive compensation management (ICM) needs. What Are The Highlights of the new NICE SPM?

Sales 40

Sales Analytics Gamification Management 40

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

CSM Magazine

FEBRUARY 7, 2023

A good example is speech analytics. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Analytics also play a huge role in improving CX. This highlights both the operational and CX benefit of investing in an analytic solution.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

Lithium

SEPTEMBER 5, 2023

Podcast] Gamification in the Wild: Giving back to build Brand Loyalty ​ We are very excited to be joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, who leads the smallest team with the biggest impact. Register now to learn from thought leaders shaping the future of community building.

Gamification 52

Gamification Metrics Social Media Tips 52

UJET

NOVEMBER 3, 2020

Using a combination of real-time responses to customer questions and historical customer data stored in your CRM (customer relationship management) tool, intelligent routing predicts customer needs to route calls appropriately. And this is good for two reasons: Gamification keeps your agents more engaged in the training program.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. After a careful evaluation, we selected Higher Logic Vanilla.

Tips 98

Tips Gamification Feedback Customer Success 98

Retently

APRIL 18, 2024

Unlike offline surveys, which can be conducted without the need for internet access but fail to provide immediate analytics, in-app NPS allows for quick data collection and analysis. Let’s dive into how incentives, gamification, and clear communication can boost engagement and response rates.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

SurveySparrow

NOVEMBER 20, 2022

Ticket management. Knowledge management and self-service. Data, reporting, and analytics. These offer tools to proactively manage customer journeys like health scoring, churn reports, and recurring process automation. . Ticket management. Knowledge management and self-service. Pricing and plans.

Self Service 52

Self Service Comparison Analytics Gamification 52

UJET

NOVEMBER 3, 2020

Using a combination of real-time responses to customer questions and historical customer data stored in your CRM (customer relationship management) tool, intelligent routing predicts customer needs to route calls appropriately. And this is good for two reasons: Gamification keeps your agents more engaged in the training program.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Agents say that they are managing more than 14 additional omnichannel interactions every day compared to 18 months ago.

Gamification 52

Gamification Customer Service Omni-Channel Training 52

CSM Magazine

SEPTEMBER 9, 2022

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Train new recruits and experienced members of the team then inspire and motivate them through gamification. Make yours stand out from the crowd with the right strategy. About the Author.

Customer Service 52

Customer Service Gamification Customer Service Strategies Analytics 52

Lithium

JANUARY 12, 2021

Topbox created an innovative solution for brands to access, analyze, and understand what is driving all that volume in real-time, in one place, to empower you to manage the workload and deliver a better customer experience. Community Analytics: 8 Best Practices You Don’t Want to Miss! - Read the full press release here.

Gamification 52

Gamification Customer Journeys Analytics Chatbots 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

NobelBiz

JUNE 5, 2023

This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods. Call centers need reliable CRM systems, automated dialing software, and data analytics tools to drive successful lead generation programs.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

CSM Magazine

MARCH 13, 2022

They also utilise more complete analytic tools. Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning. Maximise performance : Create stronger teams. About the Author.

Self Service 52

Self Service Study Gamification Customer Centricity 52

SmartKarrot

JANUARY 25, 2024

Introduction Project management is the art and science of planning, executing, and controlling complex tasks and activities to achieve specific goals and objectives. Project management software is an umbrella term referring to a wide range of platforms designed to help people manage projects.

Tools 10

Tools Gamification Management Software 10

SmartKarrot

JANUARY 25, 2024

Introduction Project management is the art and science of planning, executing, and controlling complex tasks and activities to achieve specific goals and objectives. Project management software is an umbrella term referring to a wide range of platforms designed to help people manage projects.

Tools 10

Tools Gamification Management Software 10