White Paper: CallMiner
Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics.
When contact center agents are more engaged at work, enterprises can optimize engagement with customers.
This whitepaper provides you insights on how interaction analytics and gamification could help your organization to optimize customer engagements and improve contact center performance.
How does gamification relate to contact centers?
Several avenues to motivate contact center agents
How leaders are combining gamification and interaction analytics to get business results
Best Practices from the Leaders
By: EVOLVE IP
Call centers of all sizes and types are moving their call centers to the "cloud". In fact, many industry analysts predict that over 70 percent of call centers will use a hosted platform by 2014. Call center solutions are not a new business. For decades, call center executives have increased the productivity of their staff and ensured the call 'gets answered' with widely-supported, fully featured, equipment and software, such as phone systems, ACDs, reporting solutions, workforce management platforms and recording devices. When evaluating a new call center solution, agents and, more importantly, front-line supervisors are rightly focused on features that make their jobs easier or their time more efficient. However, the feature differences between most modern call center solutions are not significant. What is most important is if the solution can reliably route a call to the appropriate person, and the business can report on the activity to make staffing decisions. Business and customer service executives, are moving to the cloud not because of features, but for the inherent benefits of a cloud-based solution.
An enterprise-wide process modeling is the most agile way to conduct a successful digital transformation as it requires a top-down examination of the performance, quality and sustainability. Digital transformation is an essential step in the evolution of many businesses today. Process modeling has grown from creating a diagram or report figure that explains a business problem to a transformational practice that can organize the way a business is monitored, controlled, and measured. This whitepaper discusses why businesses should consider an enterprise-wide process modeling approach for competing through digital transformation. Key takeaways of this white paper: Take Process Models out of isolation within your business Nurturing digital business transformation by focusing on your process From business process mapping to enterprise business process modeling Ways to instigate enterprise-wide process modeling