CSM Magazine

JUNE 10, 2021

Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem.

Gamification 105

Gamification How To Call Recording Analytics 105

Vonage

MARCH 26, 2018

NVM’s Conversation Analyzer is a speech analytics solution that enables businesses hone in on potential frustrations across their customer journey and focus on maximizing the moments that truly impact customer experience. Understanding the customer’s (emotional) journey.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Talkdesk

JULY 16, 2019

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. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

APRIL 18, 2022

And while call center management is important, it’s not easy to implement. A client will need to make significant changes in their technologies, CRM system, database, the way they use their analytics and spend a lot of time developing rules and rules-based policies and procedures.

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

MARCH 23, 2022

What analytics do you offer? If you want to use capabilities like call recording, you’ll need a lot of storage space. Coaching, recording, and other on-the-spot solutions There are numerous ways to boost your ROI with today’s call center technologies. What kind of flexibility do you offer the agent?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

CSM Magazine

JUNE 3, 2021

For example, Calabrio Analytics customers can apply the new Enterprise CXI dashboards to get going. “We 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