CSM Magazine

JULY 28, 2022

To optimize the work of staff, HR managers today are actively introducing various software into the work of the team. Find out from this article which HR management software is the most popular and effective and put it into practice! As practice shows, modern technologies provide wide opportunities in the field of HR management.

Software 59

Software Management Gamification Self Service 59

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. This is a trend we should truly embrace as it means the workforce management team can dramatically impact employee recruiting and retention! Add Gamification.

Contact Center 100

Contact Center Gamification Management Call Center 100

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

Clicktools

JUNE 8, 2017

Many of us are quite familiar with the benefits of gamification in the work place, especially in sales and service environments. Processes and associated scoring in your gamification rules need to be established so that agents can categorize calls that needed additional time or escalation. In that kind of game, everyone wins.

Gamification 53

Gamification Call Center Culture System 53

Lithium

MAY 7, 2024

Marketing Khoros Social Media Management Fresh Features - Episode 4 Check out the latest product release for Khoros’ Social Media Management. 2024’s top social media trends: How social listening maximizes their potential 2024’s social media marketing landscape focuses on one guiding principle: prioritization. Take a closer look!

Self Service 52

Self Service Social Media Gamification Customer Care 52

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This example is consistent with some overall gamification trends.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. At the same time, it is also what most companies are missing. How do you take action on customer experience? Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CSM Magazine

MAY 22, 2024

” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

Contact Center 52

Contact Center Report Gamification Healthcare 52

Lithium

DECEMBER 10, 2019

Here at Khoros, we have the benefit of working with more than 2,000 global brands on their digital marketing, care, and community strategies, and we’ve aggregated that experience into top trends every brand should know in 2020. Below we share three of these trends — to learn more read the full trend sheet.

Trends 52

Trends Customer Engagement Engagement Gamification 52

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Playvox

APRIL 11, 2023

Managers should make it clear how their team’s work impacts the customer journey and, ultimately, the long-term health of the company. Managers should foster an environment of dialogue between themselves and their team members so that any difficulties can be resolved before they develop into larger issues.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

Advantage Communications

MARCH 10, 2020

If your company manages its customer service strategy in house, you’ll probably know just how difficult it is to keep staff motivated and engaged while at the same time ensuring you hit important metrics and efficiencies.

Gamification 69

Gamification Call Center Customer Service Strategies Metrics 69

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

SurveySparrow

JULY 27, 2020

In simple words, you need to take idea management seriously. What is Idea Management? As per the definition given by Gartner, Idea Management is a structured process that helps generate, gather, discuss, improve, organize, evaluate and categorize valuable insights or alternative thinking that may not arise through normal processes.

Software 52

Software Gamification Management Innovation 52

SurveySparrow

FEBRUARY 22, 2024

These features enable you to collect and manage customer feedback. You will get real-time reporting, identifying patterns and trends, advanced filter options, and more. Customer Relationship Management (CRM) CRM is yet another crucial customer retention management software to consider.

Customer Retention 52

Customer Retention Software Gamification e-support 52

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Setting goals can also help managers monitor agent performance and identify areas where additional training or coaching may be needed.

Contact Center 84

Contact Center Gamification Training Chatbots 84

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Read our article to find Steve’s 2021 predictions of emerging new trends in the Call Center industry for 2021 or listen to our discussion here! What will 2021 look like for Contact Centers?

Call Center 52

Call Center Gamification Contact Center Trends 52

CSM Magazine

JUNE 27, 2023

By utilising the expertise of event management services , businesses can make sure that their essence is seamlessly woven into every aspect of the day, from the first invitation to the follow-up. To do this correctly, communication between the event management team and the representative company is essential.

Brands 52

Brands Management Social Media Gamification 52

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Over half the managers we surveyed told us they work remotely five days per week, and the overwhelming majority (84%) said they were happy with that.

Contact Center 70

Contact Center Management Policies Gamification 70

Lithium

DECEMBER 10, 2019

Here at Khoros, we have the benefit of working with more than 2,000 global brands on their digital marketing, care, and community strategies, and we’ve aggregated that experience into top trends every brand should know in 2020. Below we share three of these trends — to learn more read the full trend sheet.

Trends 40

Trends Customer Engagement Engagement Gamification 40

NICE inContact

DECEMBER 5, 2017

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. Performance Management tools with gamification would be the ideal solution. But these do not offer predictive insight.

Contact Center 240

Contact Center Tips Gamification Culture 240

Playvox

FEBRUARY 8, 2022

contact centers, the comprehensive ContactBabel report includes facts, data, and analyses of CX management technology and strategy with sections on remote working, agent engagement and gamification, CX measurement and improvement, and benchmarking metrics. Based on research gathered from more than 200 U.S.

Contact Center 83

Contact Center Report Gamification NPS 83

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

delighted

APRIL 27, 2021

Guest contribution by Christopher Beck, Product Manager at MediaMath. For many product managers, customer feedback is the key to making a product successful. Great product managers avoid failed products and stay ahead of changing attitudes by actively engaging their target audience in honest discussion.

Feedback 98

Feedback Survey Management Net Promoter Score 98

Lithium

JANUARY 28, 2020

Community management is a pretty fast-paced and ambiguous job. In order to help all of our fellow Community Managers out there, from novices to experts, we put together a list of our favorite articles in Atlas. 5 Must-Hear Podcasts for Community Managers. Digital Trends for 2020 Every Brand Should Know. Gamification.

Resources 52

Resources Gamification Measurement Customer Journeys 52

Lithium

JANUARY 28, 2020

Community management is a pretty fast-paced and ambiguous job. In order to help all of our fellow Community Managers out there, from novices to experts, we put together a list of our favorite articles in Atlas. 5 Must-Hear Podcasts for Community Managers. Digital Trends for 2020 Every Brand Should Know. Gamification.

Resources 52

Resources Gamification Measurement Customer Journeys 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

Oracle

NOVEMBER 20, 2018

Smart home technology is changing the way busy parents manage chores on the home front, from ensuring strong security to automating thermostat adjustments. The post 3 Tech Trends That Are Changing the Working Parent Experience appeared first on SmarterCX. Baby monitors join the smart home tech suite.

Trends 54

Trends Gamification Travel Technology 54

Team HGS

NOVEMBER 21, 2017

Trend 8: Virtual Reality, Augmented Reality, and 3D Holograms. Raghuraman Anantha Ramakrishnan Senior Manager Operations. Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Here we dissect CX Trend No.8: Think Pokemon Go.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

SurveySensum

OCTOBER 17, 2023

A NBFC customer feedback tool is designed to gather, manage, and analyze feedback from customers of non-banking financial companies. It supports predictive analytics, which can show you key trends and patterns. UserReport UserReport is a feedback and survey tool designed to create surveys and gather and manage customer feedback.

Feedback 52

Feedback Tools Management Knowledge Base 52

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Accelerate resolutions with AI-powered agent assistance. Use automation as a force multiplier.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Playvox

MARCH 21, 2024

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. Regular training programs can keep agents up-to-date with industry trends and improve their problem-solving capabilities.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

NICE inContact

DECEMBER 5, 2017

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. Performance Management tools with gamification would be the ideal solution. But these do not offer predictive insight.

Contact Center 161

Contact Center Tips Gamification Culture 161

Talkdesk

JULY 16, 2019

What is Performance Management? 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

MARCH 5, 2024

from 2024, fueled by several trends, including the use of smartphones. Enhanced self-management: the patient mobile app can help patients track their symptoms, adherence to treatment, and other health metrics. They can also provide educational resources and personalized guidance to help patients manage chronic conditions.

Engagement 52

Engagement Healthcare Hospitality Gamification 52

SurveySensum

SEPTEMBER 15, 2023

Analytics and Reporting: The tool should provide detailed insights, trends, and reports to help you make data-driven decisions. 5) Retently NPS surveys and trend analysis Detailed reports and dashboards 7 days free trial available $25/month 4.8 (5) This feature unveils trends, sentiments, and pain points in service delivery.

B2B 52

B2B Tools Feedback Comparison 52

Retently

APRIL 18, 2024

Analyzing in-app NPS survey data enables companies to identify customer satisfaction trends, benchmark against the industry, and turn feedback into action, impacting product improvements and customer retention strategies. Let’s dive into how incentives, gamification, and clear communication can boost engagement and response rates.

NPS 78

NPS Survey Net Promoter Score Effort Score 78