NICE inContact

APRIL 1, 2019

And without real visibility into its contact center operations, managers and agents were at the mercy of wildly fluctuating call volumes and Excel spreadsheets for scheduling and forecasting. Seeing efficiency scores is a real motivator, as is the healthy competition fostered by inView’s gamification feature.

Gamification 139

Gamification Contact Center Report Groups 139

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. “It’s every contact the customer has with your people, your product, and the way it is delivered. The focus on enhancing customer experience has gained traction in recent years. ” – Blake Morgan for Forbes.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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

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 161

Contact Center Tips Gamification Culture 161

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? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Call Center Management Gamification 52

Experience Investigators by 360Connext

JUNE 22, 2021

They don’t have a strong opinion about what you think are the best features of your product or service. They may have had one bad experience with a contact center rep and decided that was enough to open the door to consider switching. Ask for input – don’t just offer training or webinars that are solely product-centered.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

TechSee

JUNE 25, 2019

Facial recognition identifies and verifies an individual by comparing facial features from a digital image or video to a face database. 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. Emotion analytics.

Technology 122

Technology Customer Service Contact Center Gamification 122

GetFeedback

APRIL 17, 2019

Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. 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. But does this work well?

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. If you wish to implement remote work in your Contact Center, your agents must have a teleworking-friendly home.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. If you wish to implement remote work in your Contact Center, your agents must have a teleworking-friendly home.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Quality Assurance, or QA, started in the contact center as a very compliance-driven process.

Contact Center 52

Contact Center Gamification Competitive Advantage Interaction 52

SurveySparrow

OCTOBER 18, 2022

In this blog post, we will explore 10 Zoho Desk alternatives that have similar or better features. . A Swiss Army knife among help desk software, Zoho Desk offers a vast array of tools for the whole company – including: Multi-brand self-service portals/ help centers. Key Features. Key Features. SurveySparrow.

Software 52

Software Self Service Customer Service Knowledge Base 52

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. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition.

Technology 120

Technology Customer Service Gamification Wireless 120

UJET

NOVEMBER 3, 2020

Noon , for instance, uses this feature to route incoming calls and messages from their diverse client base. No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. AI Streamlines Agent Training.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

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

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

NobelBiz

FEBRUARY 22, 2023

A company may have to change its technical solution for many reasons, including the need for more advanced and customizable features. Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

UJET

NOVEMBER 3, 2020

Noon , for instance, uses this feature to route incoming calls and messages from their diverse client base. No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. AI Streamlines Agent Training.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

SurveySparrow

NOVEMBER 20, 2022

To help you decide which software to choose, we’re going to compare Freshdesk and Zendesk based on seven essential features of customer service software. These are the Support Desk, Contact Center, Omnichannel Suite, and Customer Success. . As a result, comparing Freshdesk vs Zendesk is no easy task. Pricing and plans.

Self Service 52

Self Service Comparison Analytics Gamification 52

Vonage

JANUARY 20, 2016

The term is used to describe solutions that, for example, allow a sales rep to simply click on a contact to place a call, or help someone who’s calling your business “press 2” to reach customer service. So what should you look for when selecting a CTI adapter and call center solution? Here are seven suggestions.

CRM 120

CRM Sales Gamification Call Center 120

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. Simple, all call center PH makes their people happy.

Call Center 52

Call Center Industry Contact Center Study 52

NobelBiz

FEBRUARY 21, 2022

A company may have to change its technical solution for many reasons, including the need for more advanced and customizable features. Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

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

Clarivate

JULY 28, 2022

One recent, more specific initiative featured by Clarivate’s Cost and Quality Academy was an internal “webside” training initiative to prepare physicians and staff for increased virtual care. This included coaching on how to make eye contact, position devices and coach patients on video call setup or participation.

System 52

System Hospitality Healthcare Gamification 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. What Does This Latest Release Feature? What Does Gamification Have To Do With Performance? Verint ® Systems Inc.

Innovation 40

Innovation Gamification Management Comparison 40

CX Accelerator

APRIL 11, 2018

She's regularly featured in business publications including Fast Company, Entrepreneur, and Inc. From authoring and leading a client success program, to journey mapping, to implementing gamification strategies, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

BirdEye

APRIL 12, 2023

How does CRM software help Customer Relationship Management Customer relationship management software can be used to store and manage customer information, such as contact information, purchase history, and communication preferences. This CRM’s gamification feature keeps your reps motivated and focused on quota.

CRM 52

CRM Examples Customer Relationship Management Customer relationships 52

Comm100

NOVEMBER 23, 2020

For help desk software, this can be good, with new features being added and bugs being worked out over time. We’ve compiled this list to include the most up-to-date pricing information and features from 9 leading vendors. We’ve compiled this list to include the most up-to-date pricing information and features from 9 leading vendors.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

SurveySparrow

JANUARY 2, 2023

Drift is not a perfect tool, but it’s loaded with a lot of features and solutions. So, the best Drift competitors should have a bucket-load of features, too, most of which are excellent. With the level of features on offer here, SurveySparrow is the most pocket-friendly Drift alternative you’ll find on this list. SnapEngage.

Multi-Channel 52

Multi-Channel Chatbots CRM Omni-Channel 52

SurveySparrow

JANUARY 2, 2023

Drift is not a perfect tool, but it’s loaded with a lot of features and solutions. So, the best Drift competitors should have a bucket-load of features, too, most of which are excellent. With the level of features on offer here, SurveySparrow is the most pocket-friendly Drift alternative you’ll find on this list. SnapEngage.

Multi-Channel 52

Multi-Channel Chatbots CRM Omni-Channel 52

SurveySparrow

MARCH 19, 2021

Here, we’ve listed the top 10 customer support tools for 2021 and beyond based on business need, features, usability, and pricing. We’re saying this after getting impressed by its suite that acts as your customer service center, a CRM, and also like a sales and marketing suite. 2 EngageBay’s All-in-one suite . Pricing: $87 per month.

Tools 52

Tools Social Media CRM Customers 52

RapportBoost

NOVEMBER 5, 2018

We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. We are going to talk about training, how to train your chat agents to drive profitability, and how to implement change the contact center. Take a listen!

Contact Center 40

Contact Center Video Sales Training 40

SurveySensum

JULY 14, 2020

She has been featured as a speaker at conferences and Customer Success publications and has been consistently voted top Customer Success Influencer for the past 7 years. He has expertise in customer service and sales and has been interviewed by the Globe and Mail, Contact Centre Pipeline magazine, and the Customer Experience Radio Show.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lithium

JUNE 7, 2022

Resource Round-up | Khoros Roadmap 2022 | Q2 This post outlines "now available" features mentioned for each Khoros product and helpful resources. Calling all contact centers: We've released agent AI & voice integration The latest Khoros innovation release is full of new features that make agents' and customers’ lives easier.

Self Service 10

Self Service Social Media Roadmap Gamification 10

Kustomer

FEBRUARY 18, 2021

One of the most distinctive features of this strategy is the connecting of different departments and helping them understand their expectations of one another. When I, the Cleveland Clinic, it was around patient-centered care. John presents the different approach of creating a journey map with employees in mind.

Customer Journeys 59

Customer Journeys Hotels Training Customer Experience 59