Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

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

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

Gamification 52

Gamification Call Center Contact Center Employee Engagement 52

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. In our study, communication was a hot topic among agents. Communication. Being engaged regularly and offered training opportunities.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 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

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. Contact center employees want to ensure that any organization they join will allow them the freedom they require to enjoy this balance. Add Gamification.

Contact Center 100

Contact Center Gamification Management Call Center 100

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Call Center Management Gamification 52

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

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Remote work continues to be a highly desirable benefit for contact center employees.

Contact Center 52

Contact Center Omni-Channel Contact Center Software Gamification 52

Playvox

JULY 28, 2022

A contact center is a perfect place for a multigenerational team. Tapping into the capabilities of your multigenerational contact center agents is easier than you think — all it takes is a commitment from you as the leader. All these engagement drivers depend on you to develop and nurture them in your contact center.

Contact Center 66

Contact Center Social Media Gamification Competitive Advantage 66

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. We see this is in all facets of life – customers spread bad publicity about your company twice as quickly as good; studies show parents scold their children more often than they praise.

Contact Center 122

Contact Center Gamification Feedback Meeting 122

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Reduce the need for followup with next issue avoidance.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Kustomer

JULY 8, 2021

Darryl recognizes that as a leader in the contact center world, it can be difficult to fully buy into the idea of AI services when some existing processes are alright as is. Many leaders question why they should even buy into AI when innovation is already happening within their contact centers. TRANSCRIPT. Read More Hide.

Contact Center 98

Contact Center Self Service Consumers Examples 98

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

DECEMBER 14, 2021

A phone call should only be made once in a perfect contact center world. In this article, we detail the best contact center strategies to reduce After-Call Work Time (ACW). The Key role of ACW for Contact Centers ACW is an abbreviation for “ after-call work.” The reason for the phone call (eg.

Contact Center 52

Contact Center Strategy Call Center CRM 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

TechSee

JUNE 25, 2019

Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Back office AI customer service technologies are especially relevant to assisting in workload management, agent productivity and high-level data analysis of contact center performance.

Technology 122

Technology Customer Service Contact Center Gamification 122

TechSee

DECEMBER 16, 2021

Providing agents with refresher courses on contact center compliance and security can better prepare them to secure their networks and avoid any breaches. Expand training possibilities Getting contact center agent training right is critical to ensuring your customers have the best experience possible.

Call Center 124

Call Center Trends Self Service Contact Center 124

NICE inContact

JULY 25, 2019

Avoiding job boredom in the contact center is crucial to keeping them around. Challenges can consistently be given through gamification tools. A study conducted by Deloitte notes that millennials who plan to stay with their employer for more than five years were twice as likely to have a mentor. 5) Provide Coaching.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. Figure 2: Contact Centers Willing to Change to Accommodate the Millennial Workforce.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

NICE inContact

MARCH 13, 2019

When I worked in a contact center, there was a complicated projections report that we presented to the leadership team every Monday morning. This experience might sound crazy, but there many contact center managers reading this and nodding their heads because they’ve been there! Automate your analysis process.

Report 136

Report Management Average Handle Time Gamification 136

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

Experience Investigators by 360Connext

JUNE 22, 2021

In one research study published by the International Journal of Applied Business and Economic Research , Gurpreet Singh, Inderpal Singh and Sandeep Vij identified four antecedents to customer loyalty. They may have had one bad experience with a contact center rep and decided that was enough to open the door to consider switching.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Vonage

OCTOBER 22, 2015

With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition.

Technology 120

Technology Customer Service Gamification Wireless 120

Magellan Solutions

JULY 12, 2021

In their study they found out that the work environment of the most creative projects differed significantly from the least creative. Contact Center Services Philippines Work Environment. Gamification is a term that refers to the addition of major gaming features to regular activities. . Rewards program.

Call Center 52

Call Center Industry Contact Center Study 52

Vonage

MARCH 26, 2018

A study published in the Harvard Business Review found that emotionally connected customers are more than twice as valuable on a lifetime basis as highly satisfied customers because they are more likely to repurchase goods and services and recommend the business to others. How easy is it?).

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.)

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Natalie Petouhof

MAY 11, 2016

If you are doing something really interesting, make sure to send in your case study! If you have what it takes to compete in the SuperNova Awards submit your application today: https://www.constellationr.com/events/supernova/2016. It’s your time to be recognized for your hard work!

Case Study 40

Case Study Study Innovation Leadership 40

Stella Connect

APRIL 17, 2018

These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.) This includes the products you offer.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Magellan Solutions

MARCH 3, 2021

High Value Services for Contact Center and BPO: Engineering Services Outsourcing (ESO). Gamification. Global In-house Center. The strategy is to move up the value chain to meet the changing global demands. As high value services will be on the spotlight in the next six years. Data Analytics. Performance Management.

Telecommunications 52

Telecommunications Call Center Healthcare Government 52

ProProfs Chat

MARCH 30, 2018

Study history, particularly your own service and support history, as it will provide clues as to how you can improve your service , drive higher customer satisfaction and move it from being reactive to proactive. Train them well: – Gamification, micro-learning and adaptive learning are the latest trends in training.

Customer Satisfaction 111

Customer Satisfaction How To Effort Score Contact Center 111

SurveySensum

JULY 14, 2020

She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. She is a trusted industry voice for guidance on emerging contact center channels and technologies. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Natalie Petouhof

FEBRUARY 21, 2016

Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences.

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40