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. To cater to both generations, you need to provide up-to-date communication solutions in your contact center. Gamification is one key way to do so.

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Contact Center Gamification Management Social Media 136

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 95

Call Center Contact Center Employee Engagement Gamification 95

NICE inContact

JULY 25, 2019

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Avoiding job boredom in the contact center is crucial to keeping them around.

Call Center 141

Call Center Gamification Contact Center Social Media 141

NICE inContact

JANUARY 23, 2019

The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seven days a week, 365 days a year. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed.

Contact Center 137

Contact Center Technology Gamification Call Center Solutions 137

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

NobelBiz

FEBRUARY 22, 2023

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients. What is Call Center Shrinkage?

Call Center 52

Call Center Tools Strategy Contact Center 52

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

NobelBiz

FEBRUARY 10, 2023

Tony Johnson: When we frame this up especially from the point of view of the contact center itself, what does a great Customer Experience mean to you? The center piece of the discussion was the virtual call center and how to manage and improve the all-round metrics of this trending business model in the contact center space.

Virtual Call Center 52

Virtual Call Center Call Center Contact Center Gamification 52

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Contact Center 78

Contact Center How To Call Center Gamification 78

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout?

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 6: DO: Make sure your customer service training program is engaging and fun.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

NICE inContact

JANUARY 24, 2017

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. A good change management strategy involves communicating with and engaging your end-users long before your actual Go-Live date. Build Excitement for Go-Live.

Call Center 120

Call Center Technology Contact Center Gamification 120

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Some contact centers experience almost no turnover at all.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

NobelBiz

OCTOBER 18, 2021

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients. What is Call Center Shrinkage?

Call Center 52

Call Center Tools Strategy Contact Center 52

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. By applying scores and prizes to your employees’ everyday tasks, you can make work feel more enjoyable and increase employee engagement.

Management 88

Management Gamification Contact Center Policies 88

NICE inContact

AUGUST 1, 2017

If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. In engaging with others, psychologists suggest striving for the 5:1 rule – try to provide five instances of positive or neutral feedback for every negative instance.

Contact Center 122

Contact Center Gamification Feedback Meeting 122

Playvox

JULY 14, 2021

Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system.

Contact Center 52

Contact Center Tools Gamification System 52

Talkdesk

JULY 16, 2019

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

JUNE 27, 2019

The AI Market and Gamification markets continue to grow at an amazing pace. Research shows the Gamification global market will have a CAGR of over 30% from 2019-2024. The new technology utilizes real time AI and Gamification to improve CX agent efficiency and engagement. AI is expected to have even stronger growth.

Gamification 40

Gamification Marketing Call Center Contact Center 40

Magellan Solutions

JULY 12, 2021

Why is Call Center Outsourcing Philippines the top destination for offshore services? The Philippines is really the top call center hub in the world. Importance of Proper Call Center Work Environment. Contact Center Services Philippines Work Environment. Rewards program.

Call Center 52

Call Center Industry Contact Center Study 52

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. Call centers typically see ~70% or more of their first-year attrition within the first 90 days.  Onboarding is a “danger zone” for attrition.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Contact Center workload management.

Technology 122

Technology Customer Service Contact Center Gamification 122

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Figure 1 below illustrates responses to this question.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Vonage

OCTOBER 22, 2015

Ten Critical Technologies to Transform Customer Engagement ’. It entails three things: being proactive, preventive and engaging. So, which technologies can improve customer engagement and experience? Gamification. Many employee gamification programs focus on the ‘employee of the month’. Customer Experience 3.0

Technology 120

Technology Customer Service Gamification Wireless 120

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? 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.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Training Chatbots 84

RapportBoost

NOVEMBER 5, 2018

is the leading conversational sales analysis platform for brands that use chat, SMS and messenger tools to engage customers. We are going to talk about training, how to train your chat agents to drive profitability, and how to implement change the contact center. Tony is currently the CEO of RapportBoost AI and RapportBoost.AI

Contact Center 40

Contact Center Video Sales Training 40

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

Call Center 52

Call Center Management Contact Center Gamification 52

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Training Technology Gamification 117

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight.

Contact Center 240

Contact Center Tips Gamification Culture 240

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

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Trends Engagement Contact Center Customer Engagement 33