Blog

Tickets, Tickets, Tickets

Imagine you handle tickets sales for Broadway shows, off-Broadway shows, touring musicals and plays, even theatrical shows on the other side of the Atlantic in London’s West End. You have two contact centers to handle ticket sales, customer’s questions, complications,...

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Workforce Management Solutions in Contact Centers

Every contact center faces the challenge of efficiently forecasting and scheduling agents. Whether it’s a question of seasonal traffic, new products and services, specific skill requirements, or intraday changes, effective management of agents can be a daunting...

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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...

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Using Gamification in Contact Centers

People don’t typically reach out to contact centers unless they need help solving a problem. Providing solutions for other people demands an informed, helpful and cheerful attitude on the part of contact center agents. It’s easier than ever before to inject a little...

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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...

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Gaining a 360° View of the Patient Experience

From small clinics to the largest hospital institutions, patient expectations are rising. Increased consumer demands and expectations are a facet of the digital transformation our world is experiencing. Dramatic developments in communication technologies – mobile...

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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...

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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...

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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...

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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...

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