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Improve customer service & reduce agent turnover? Take on gamification! - Calabrio - ContactCenterWorld.com Blog

Improve customer service & reduce agent turnover? Take on gamification!

Come September and I’ll be speaking at the biggest annual contact-center event in Mexico about Teleopti workforce management (WFM) in general and more importantly/interestingly, about gamification in particular. I haven’t yet figured out the best way to translate “gamification” into Spanish but what I do know is gamification is gaining a lot of steam in the Americas. I’m expecting it to be a big hit.

We all know that automated WFM forecasts workloads so as to more accurately schedule the proper human resources to carry out the work accordingly. We also know that, thanks to automated WFM, agents are much less stressed or burned out, due to under- capacity and much less idle or bored, due to over-capacity.

But, however you look at it, the work of an agent is, intrinsically, not that exciting – handling customer issues through various channels (phone, e-mail, chat or video). We know that providing excellent customer service these days is nothing short of imperative: agents are the front line of your business – those closest to your customers. As such, they exert considerable influence in making, maintaining or breaking customers. Since the nature of the work is rather repetitive and tedious, absenteeism, attrition and agent-turnover rates are still unsatisfactory high in the industry. Enter gamification.

Considering that the cost of the human resource often comprises 80-90 percent of a contact center’s costs, anything that helps boost agent satisfaction is considered mission-critical today. This makes Teleopti WFM and its gamification offering, in my opinion, mission-critical – right out of the box. To give an analogy, air traffic controllers have no clue as to where airplanes are located unless they’re right under the radar. Teleopti brings the radar to the operational team, letting them know how to prepare for the near future and maintain operational targets. Gamification helps reach those targets even more so, which may significantly impact your bottom line.

In case a refresher on gamification is in order here, it’s an empathy-based approach that introduces a service which, through fun, game-like competition, incites contact-center agents to improve their performance. As a result, it contributes to and supports the overall value that you offer your customers.

Teleopti’s gamification designers address users almost as players of a game. The designers’ attention is, as always, on the agents, placing them in the center. Designers ensure that the competitive nature is fun, fair and stimulating. The system then rewards perfomance – based on pre-determined parameters and metrics determined by you – by awarding gold, silver and bronze medals. These can be traded in for prizes – perhaps an IPad, or being the first in line for the next shift or vacation bid or a day off with pay – the prizes also pre-determined by you.

All of a sudden, we are seeing gaming concepts used in real-life scenarios – namely, work. Teleopti was the very first workforce management company world-wide to introduce from the gaming community, a game-like environment in its WFM solution – one that encourages agents to reach specific targets and improve their performance for which they are compensated. Talk about Teleopti being on its game (no pun intended! 🙂 – and ahead of the game).

Teleopti compiles reports and statistics on a daily basis. When agents come into work the following day, they can see if they’ve earned a medal or won a prize on the agent MyTime portal. It’s something they can constantly look forward to. Gamification thus brings beneficial byproducts – in the form of reduced absenteeism and reduced turnover.

What kinds of metrics are used to compensate/reward agents? Adherence, pre-set targets, the number of handled calls, AHT, etc: these can all be measured. Targets, however, must be selected, ensuring agents won’t just rush through calls, turning them over quickly and thus negatively impact customers. Safeguards must also be set against system-rigging. Contact center staff that sets up the parameters have to think about this. Teleopti will be right alongside you, helping you to set these up.

Gamification is already being used in many ways and in many industries, not least in marketing, health, technology and design. Companies, such as Yahoo, LinkedIn, Amazon and Duolingo have incorporated gamification as part of their business strategy. More specifically, in the health industry, for instance, there is something called a “surgeon stimulator” which is a tool used for emergency services that incorporates gamification to help surgeons in training.

At the end of the day, it’s all about providing fun and positive reinforcement so that agents perform to the best of their ability – in a manner that’s interesting and that holds their attention. Be on your game, stay ahead of the game; take on gamification!

Source: http://blog.teleopti.com/2016/09/02/improve-customer-service-reduce-agent-turnover-take-on-gamification/

Publish Date: September 2, 2016 5:00 AM


2020 Buyers Guide Artificial Intelligence

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

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Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
PH: 855-GO-BALTO

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

6.) 
Eudata

Convy.AI
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

7.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

8.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)
PH: 0800 999 1882

9.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

10.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
PH: +40 722 744 417

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Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

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Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

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TrendzAct

Trendzact AI On-Demand
Trendzact provides on-demand data science Insights team who will solve the AI resource dilemma. Our Insights team will apply machine learning models into your business processes and build functionality such as natural language processing and service level agreement (“SLA”) diagnostics into your CRM solution. Use AI for aftercall documenation, agent sentiment analysis, proactive agent guidance and anomaly detection with real-time alerts
PH: 3854343250

14.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
PH: +49 176 5683 8890

15.) 
VOZIQ

VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.

With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.
PH: +1 (888) 427-2328
 



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