6 Tips for Using Gamification in Contact Centers
A well-planned gamification program provides healthy competition among agents, a new excitement to the day, and a focus on increased productivity. These are the primary purposes of gamification solutions in contact centers. Well-implemented gamification programs improve efficiency, employee engagement and retention. All Fun and Games? Gamification uses contests and games to motivate agents while reducing […]
Using Gamification in Contact Centers
eCoaching in Contact Centers
The on-going digital transformation in today’s market combined with an increasingly empowered agent workforce has created a clear need for eCoaching solutions in contact centers. Every contact center faces the challenge of training their agents. Developing training materials, administering training, grading, tracking, updating content, building refresher courses – all are expensive, time consuming endeavors. Automated […]
Gaining a 360° View of the Patient Experience
Customer Experience is King
The Customer Experience (CX) has become the key differentiator in today’s market. Access to offerings are no more than a quick search and click away with the average mobile phone. No matter how unique the product or service, competitors quickly flood the market. A superior customer experience frequently dictates success in building loyalty and satisfaction […]
Contact Center Workforce Solutions
As the emphasis on improving the customer experience grows, workforce optimization and workforce management solutions for contact centers continue to rapidly evolve. The ultimate goal in their development is to boost contact center performance and enhance the customer experience. Workforce Optimization and Management One feature of workforce optimization (WFO), eCoaching, automatically assigns online training courses […]
Customer Experiences That Matter at Avaya ENGAGE 2019
DVSAnalytics will be attending the Avaya ENGAGE® show this week in Booth #333. Many of our partners and customers will be attending. We’re looking forward to connecting and exchanging the latest news about Avaya, our industry and the market. Avaya DevConnect DVSAnalytics and Avaya have a long-time, constructive relationship. As a member of the Avaya DevConnect program, […]
Customer Experience in 2019
2018 was a big year for DVSAnalytics. We saw vast advancements in technology and the ever-growing importance, and challenges, of harnessing the power of big data and AI. In our journeys across North America, we spent time listening to feedback, exploring fresh ideas with customers and resellers, and introduced new programs into our partner community. […]
Identifying Customer Interactions That Matter
Efficient analysis of customer engagement data improves the overall performance of a contact center. Even modest contact centers produce large amounts of data from their customer interactions: Call Recordings Screen Recordings Customer Surveys Purchase/Customer Support Transactions The amount of data generated by a medium or large contact center is a vast gold mine of customer […]
