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.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

Playvox

JULY 14, 2021

Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system.

Contact Center 52

Contact Center Tools Gamification System 52

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

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Contact Center Policies 88

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

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Training Gamification eBook 77

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. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. will ultimately fall flat.

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77

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

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Maximize Workforce Engagement Management (WEM) Solutions.

Contact Center 52

Contact Center Gamification Training Social Media 52

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. A great way to determine if your contact center team is engaged is to watch for behaviors commonly displayed by disengaged employees. What is Agent Experience?

Contact Center 72

Contact Center How To Fashion Gamification 72

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. Thus, it’s not surprising to see this behavior in coaching and management as well. Implement performance management tools. This makes work fun and engaging for agents.

Contact Center 122

Contact Center Gamification Feedback Meeting 122

COPC

APRIL 1, 2024

Over the past two decades, numerous strategies and tools have developed. They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

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. ” Techniques to optimize time. Improve AHT with knowledge bases.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team. A Quality Management Solution with Muscle.

Management 78

Management Contact Center Gamification Retail 78

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc. See Figure 2.

Call Center 100

Call Center Gamification Contact Center Training 100

NICE inContact

MARCH 13, 2019

Why would I get a performance management tool as well?” When I worked in a contact center, there was a complicated projections report that we presented to the leadership team every Monday morning. Looking back now, I laugh, because all these problems could have been avoided with a performance management platform.

Report 136

Report Management Average Handle Time Gamification 136

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

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.

Call Center 52

Call Center Tools Strategy Contact Center 52

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. Enter NICE inContact Workforce Management, which City Liaison/Admin Dora Castro describes as “ our savior.

Gamification 139

Gamification Contact Center Report Groups 139

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

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.

Call Center 52

Call Center Tools Strategy Contact Center 52

TechSee

JUNE 25, 2019

In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. Contact Center workload management.

Technology 122

Technology Customer Service Contact Center Gamification 122

NICE inContact

JULY 25, 2019

Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. Avoiding job boredom in the contact center is crucial to keeping them around.

Call Center 141

Call Center Gamification Contact Center Social Media 141

TechSee

DECEMBER 16, 2021

Self-service also became a godsend for organizations whose lack of manpower during the pandemic relied on the technology’s call deflection to manage the daily workload. Expect omnichannel self-service – with human backup — to become a priority for the future of call centers in 2022. And they are also not as effective.

Call Center 124

Call Center Trends Self Service Contact Center 124

NICE inContact

JANUARY 24, 2017

This is especially relevant for contact centers where agents suffer from change-fatigue – what’s going to get them excited to adopt this system over all those others you’ve implemented in the past? A good change management strategy involves communicating with and engaging your end-users long before your actual Go-Live date.

Call Center 120

Call Center Technology Contact Center Gamification 120

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. What is call center efficiency?

Call Center 52

Call Center Contact Center How To Gamification 52

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. After a call, agents spend extra time copying notes to your CRM tool.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

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. The answer is both.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

TechSee

SEPTEMBER 18, 2019

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers. Tools & Tech to Streamline after call work.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

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

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. After a call, agents spend extra time copying notes to your CRM tool.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

NobelBiz

FEBRUARY 9, 2023

Scaling a business, it’s a plan and it’s a model, especially a contact center, because there are so many relational issues and moving parts. Steve Bederman on the Scalable Call Center Sales Podcast. What do I feel like, how do I manage that? The call center contact center, the sales team, right?

Omni-Channel 52

Omni-Channel Call Center Sales Contact Center 52

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. One proven way to motivate your team is to drive engagement with gamification. Some of the reasons driving disengagement include pay, industry, management, and company culture. The Psychology Behind Gamification.

Gamification 73

Gamification Contact Center Engagement How To 73

Vonage

OCTOBER 22, 2015

Here are the seven tools which John highlights in our webinar: Your website. A high proportion of businesses use their website’s homepage solely as a sales and marketing tool. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition. Social media.

Technology 120

Technology Customer Service Gamification Wireless 120

RapportBoost

NOVEMBER 5, 2018

is the leading conversational sales analysis platform for brands that use chat, SMS and messenger tools to engage customers. Tony has dedicated his career in technology to leading sales teams and understands the need for automation tools that help sales reps increase efficiency and close more business and increase their margins.

Contact Center 40

Contact Center Video Sales Training 40