Contact Center Gamification
Gamification introduces the challenging and fun aspects of gaming into tedious work tasks. It can be deployed across the enterprise and in some cases, small and medium businesses. The objective is to influence desired behaviors among employees. Beyond the competitive and recognition aspects, gamification also creates a social collaboration environment, delivers notifications and alerts, offers live guidance within training courses, and provides analytics and performance reviews.
CallMiner is the leading cloud-based conversational
analytics solution for improving agent performance across all contact channels
(voice, social, email, chat), by automating Performance Management. Unlike
complex analytics that require a sophisticated fulltime analyst, CallMiner
Eureka pushes actionable insights directly to the people who need and can act
on the data, from the VP who manages contact centers and/or BPOs, the
Supervisor who manages a team of agents, and to Agents themselves. CallMiner
has solutions tailored for improving sales effectiveness, driving positive
customer experience, and for monitoring compliance.
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
WorkFlex Solutions is the industry leader in “auto-optimization” for service centers and has been recognized by Gartner Inc. as a 2011 Cool Vendor for CRM Customer Service. WorkFlex SaaS products “plug into” existing workforce management systems and apply real-time supply chain methodologies to automate intraday staffing and performance management processes, reducing dependency on forecast accuracy, improving performance and reducing G&A overhead.