COPC

MARCH 11, 2024

Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? What are the types and frequency of communications during this period? Consider a solution such as Centrical onboarding to provide the tools and built-in processes to engage new employees.

Call Center 99

Call Center Gamification Contact Center Training 99

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

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. And when you get your bearings with that, you can enhance your company’s presence on social media with tools like Hootsuite or Sprout Social.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. One key element is gamification, which incorporates game-like features such as challenges, leaderboards, and achievements into loyalty programs.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization. Promoting open communication, collaboration, and a supportive atmosphere also helps motivate agents.

Contact Center 78

Contact Center How To Call Center Gamification 78

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

CSM Magazine

MARCH 5, 2024

Improved communication: apps can provide patients with secure access to their medical records, appointment information, and test results. They can also facilitate communication with doctors and other healthcare providers through messaging, chat, or video calls. However, carefully consider the cost, time, and resources involved.

Engagement 52

Engagement Healthcare Hospitality Gamification 52

Retently

APRIL 18, 2024

Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. In this context, in-app NPS (Net Promoter Score) surveys prove to be essential tools.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

NICE inContact

JULY 25, 2019

Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. Challenges can consistently be given through gamification tools.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Playvox

APRIL 25, 2023

Make sure all employees understand their role in delivering outstanding CX and have the tools, knowledge, and soft skills to be successful. Playvox research shows some disconnect between what agents desire when it comes to proper training versus which elements managers believe are important. Incorporate feedback.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

BirdEye

NOVEMBER 20, 2023

Thanks to smart referral marketing software tools, it’s now easy to implement referral programs that drive results. In this blog post, we’ve listed out 20 best referral marketing software tools to level up your referral game. When customers have a recommendation from a friend, they are 4x more likely to make a purchase.

Software 62

Software Marketing Multi-Channel e-support 62

Experience Investigators by 360Connext

MAY 19, 2020

If they want to communicate via phone or email, we should welcome that and be prepared to interact with them via their channel of choice. If they want to communicate via phone or email, we should welcome that and be prepared to interact with them via their channel of choice. Involve learning in technology and tool rollouts.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

TechSee

SEPTEMBER 29, 2020

Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. When employees have access to these tools, call center costs are reduced as agents can resolve issues as quickly as possible. .” Techniques to optimize time.

Call Center 196

Call Center Self Service Strategy Contact Center 196

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. About the Author.

Management 52

Management Self Service Gamification e-support 52

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. These are fundamental questions that we set out to explore in our latest Recovery Accelerator Kit EBook , outlining a set of modern tools and templates for winning customer loyalty and growing market share post-COVID.

Gamification 52

Gamification eBook Multi-Channel Brands 52

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools. About the Author.

Self Service 52

Self Service Study Gamification Customer Centricity 52

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Communicate Consistently and Clearly. The successful leadership of a hybrid workforce starts with clear, consistent communication. What is Agent Experience? Equip Your Team.

Contact Center 72

Contact Center How To Fashion Gamification 72

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 analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Contact Center workload management. Emotion analytics.

Technology 122

Technology Customer Service Contact Center Gamification 122

Playvox

JANUARY 13, 2022

With cloud-based solutions, your team can embrace this contact center best practice by providing communication channels that offer the accessibility and flexibility customers crave. Maximize Workforce Engagement Management (WEM) Solutions. They can also help you manage your team’s workload, and enhance the experience of your agents.

Contact Center 52

Contact Center Gamification Training Social Media 52

Playvox

AUGUST 15, 2022

According to the research: 60% of contact centers are using a hybrid model 40% of contact centers are fully remote 68% of agents work remotely 31 to 40 hours per week 64% of managers work remotely five or more days per week Only 2% of agents work on-site the entire work week. What Is The Future Of Contact Center Remote Work?

Contact Center 77

Contact Center Training Gamification eBook 77

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. Automation as a tool for augmentation Next year will see call centers trend towards automation in an effort to augment call center agents – not to replace them.

Call Center 124

Call Center Trends Self Service Contact Center 124

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Not being in the same space as your agents means you have to go the extra mile to keep team communication, training, and motivation running smoothly.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Alida

NOVEMBER 28, 2017

Innovative companies are getting huge results from their insight communities in less than one year. According to Laura-Lynn Freck, senior manager for shopper and category insights at Red Bull, getting customers and stakeholders excited is table stakes, but that’s not all. So, what’s their secret? Keep it light and fun.

Gamification 100

Gamification Competitive Advantage Innovation Resources 100

Vonage

OCTOBER 22, 2015

Better communication – in terms of using your contact system to identify the issues that are causing high numbers of queries and providing the answers customers are likely to require upfront. Here are the seven tools which John highlights in our webinar: Your website. Gamification. Speech and text analytics. Video and vines.

Technology 120

Technology Customer Service Gamification Wireless 120

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. After a call, agents spend extra time copying notes to your CRM tool.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

NICE inContact

JANUARY 24, 2017

A good change management strategy involves communicating with and engaging your end-users long before your actual Go-Live date. In the week immediately leading up to Go-Live, your Change Management team should shift the focus of these communications and project updates from being educational to being exciting and fun!

Call Center 120

Call Center Technology Contact Center Gamification 120

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. This challenge involves acquiring consent from prospects, securely storing data, and making sure communication practices do not infringe upon any rules.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

SmartKarrot

DECEMBER 10, 2020

SaaS gamification is one such technique that has helped businesses up to a vast extent in this context. Gamification has turned out to be quite effective towards that end. The gamification market has grown so big that it was predicted to reach $2.8bn by 2016. What is SaaS gamification? People love games.

Gamification 11

Gamification Customer Success Social Media Loyalty 11

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. After a call, agents spend extra time copying notes to your CRM tool.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

ChurnZero

JULY 22, 2022

They’re an open source big data platform and the director of onboarding said, “Management wants me to build out a whole risk mitigation plan.” I get more contacts and we address it immediately, so that’s risk management as well. Q: When and how does change management intersect with onboarding? I have two handoffs.

Gamification 98

Gamification Customers Sales Examples 98

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”. After all, they’ll also be looking for improvement ideas. .

Gamification 105

Gamification How To Call Recording Analytics 105

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. How to manage a call center efficiently?

Call Center 52

Call Center Contact Center How To Gamification 52

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. Q: How should you make a business case to purchase Customer Success tools? . [A] I’m your Customer Success Manager.” Q&A Recap.

Customer Success 98

Customer Success Effort Score Tools Self Service 98

NobelBiz

AUGUST 18, 2020

We live in a world where adequate management is hard to come by. Efficient management is even rarer. We’ve interviewed some of the brightest, most experienced minds in the call center on how to manage a call center efficiently. Especially in a contact center, emotional intelligence plays an integral role in management.

Call Center 52

Call Center Management Gamification How To 52

NobelBiz

FEBRUARY 9, 2023

What do I feel like, how do I manage that? You have some structure to that thinking, you know why you want to do it and the way you want to do it, you may be a process manager or gamification. But then there’s the challenge: how do you manage that from an agent standpoint where now they have to be like amazingly talented.

Omni-Channel 52

Omni-Channel Call Center Sales Contact Center 52

CSM Magazine

APRIL 16, 2020

If you’re supporting your customers on how to use your all-in-one SEO tool, don’t forget to categorize your knowledge base for easier and quicker access to information. 2- Introduction to Key Tools. Every call center is different, so are the work processes and tools that support these. 3- Implement an Interactive Training.

Call Center 52

Call Center Gamification How To Knowledge Base 52