Calabrio

AUGUST 7, 2019

Agents are empowered to make on-the-spot, real-time decisions—such as giving an overdraft refund without first obtaining manager approval—without being penalized for it on their individual performance scorecards. Every team member—including management—is required to complete each training course with a minimum passing score of 100 percent.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

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

NobelBiz

FEBRUARY 9, 2023

Turn an ROI on it, or being willing to invest in not knowing when to stop investing when you’ve overdone it and the ROI isn’t there. What do I feel like, how do I manage that? 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

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

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. In addition, analytics offer actionable insights, making Birdeye a comprehensive tool for online reputation management and referral marketing.

Software 62

Software Marketing Multi-Channel e-support 62

ProProfs Chat

SEPTEMBER 20, 2019

Your business accomplishes the goal of a higher ROI, as your customers keep on coming back. The brand drives customer retention using two elements – referral programs and gamification. The brand has also introduced a gamification element that shows how far your friend or acquaintance has reached in the buying experience.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Currency Alliance

JUNE 21, 2018

In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better customer experience could deliver bigger ROI. Gamification, for instance. Not anymore.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

NobelBiz

DECEMBER 14, 2021

To avoid asking clients for the same information again and over, Enhance agent time management. It’s also a good idea to tell agents the measures managers use to assess overall call center effectiveness. In addition, managers may see a comprehensive history of all calls handled during a certain time period.

Contact Center 52

Contact Center Strategy Call Center CRM 52

SurveySparrow

JANUARY 14, 2020

Customers that you manage to retain are more likely to provide you with valuable feedback. If you are a product manager or a business owner, you need to know your customer retention rate. Retaining your customers can bring in a huge ROI for your business. 9 Gamification. They would even be willing to pay a premium.

Customer Retention 52

Customer Retention Gamification Feedback Loyalty Programs 52

NobelBiz

MARCH 23, 2022

And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. What is the expected ROI? The process!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. Tools such as inView Performance Management for CXone help minimize attrition while inspiring your employees to improve performance and better align with your customer experience goals.

Contact Center 137

Contact Center Management Gamification Call Center 137

RapportBoost

DECEMBER 10, 2018

Also joining us would be Kaye Chapman ; the Learning and Development Manager at Comm 100. From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. But at the same time, it is like the real ROI gain as well.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Currency Alliance

DECEMBER 19, 2022

Most larger loyalty programs have been experimenting with artificial intelligence for years now, and value has been found around personalization and fraud management. Revenue management and the loyalty team have often been at odds since loyalty programs were created. Using AI to improve profitability of pricing and promotions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Natalie Petouhof

MAY 11, 2016

enterprise social networks, collaboration, digital assistants). • Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset. talent management, benefits, HR core). • Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront.

Case Study 40

Case Study Study Innovation Leadership 40

Natalie Petouhof

FEBRUARY 21, 2016

Future of Work : Human Capital Management – Enabling your organization to utilize your workforce as an asset. examples: talent management). Future of Work – Human Capital Management. Future of Work : Social Business – The technologies enabling teams to work together efficiently. Matrix Commerce.

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

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. As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

inQuba

MARCH 22, 2023

Management snake oil, anyone? 5/ Gamification NPS is easily gamed , especially when it’s made the most important thing and linked to KPIs. If needed, NPS should be incorporated into a broader approach to experience management. You’ll know that NPS is a method used to measure customers’ loyalty using a single survey question.

Net Promoter Score 52

Net Promoter Score Omni-Channel NPS Effort Score 52

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Do agents have access to the same performance data as their managers?

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ClearAction

NOVEMBER 21, 2015

Most companies relinquish customer experience management to the customer-facing functions. Lesson for the Future: In the future, companies that manage customer experience in accordance with reality will be the winners, not only in standing out from the crowd, and the corresponding revenue growth, but also in profitability.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48

SurveySparrow

MARCH 21, 2023

In this blog, we will: Define the B2B experience Know why B2B customer experience management is vital Explore the differences between the B2B and B2C customer experience List the top 4 metrics for B2B customer experience Define the 5 best practices for B2B customer experience management FAQs What is B2B customer experience?

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. In these impromptu sessions, managers pull agents aside to discuss specific, real-time performance data, making the session both personal and actionable for the agent.

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. In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

SurveySparrow

MAY 29, 2024

Venue Managers : Use event surveys to assess the suitability of your facilities – including factors like location, accessibility, amenities, and staff performance. Interactive Elements Use interactive elements like gamification, video backgrounds , quizzes, or polls. Increase ROI. Boost attendee satisfaction.

Feedback 52

Feedback How To Social Media Survey 52

Currency Alliance

FEBRUARY 10, 2021

I’m not going to quote a bunch of statistics, but if loyalty programs did not generate positive ROI, thousands of top brands would have given up on them decades ago. And you also know that if a small investment of your time can produce greater ROI from any department, and raise your NPS score significantly, then that’s time well spent.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The points can help cover up some inconsistencies, add gamification dynamics to the relationship, and help in keeping score. The days of managing customer touchpoints primarily in owned channels are over.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

CSM Magazine

JUNE 3, 2021

A phased, cloud-based approach is often cheaper and smarter, making it easier to add new services that did not existed before and generate faster ROI. Workforce Management (WFM) and Workforce Engagement Solutions (WEM) can help to track the performance of agents and keep teams engaged with leaderboards and gamification.

Connections 52

Connections Customer Connectedness Gamification Call Recording 52