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In the News

September 9, 2014

“Customer service is no longer a guessing game—today, businesses are overwhelmed with data on what customers—loyal and potential—want,” says Steve Sims, cofounder of the Behavior Labs who sees first-hand how tech has revolutionized customer service.

September 9, 2014

This report covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. Coverage is initiated early to help end-user organizations understand emerging solutions and provide information that aids proper solution identification and acquisition.

September 9, 2014

Gamification, the use of gaming elements in work processes, provides a method of boosting a type of unified, productive participation. It measures and records employees’ various career motivations and uses them to tell a personalized story of growth. If you show your employees how they’re solving problems, developing their unique skills, helping others, and achieving success towards a greater goal, they’re going to be more motivated than if you leave all these things undefined and ambiguous.

September 2, 2014

Another player in the digital badge world is Badgeville, whose cloud-based platform provides tools for personalizing users' experiences and rewarding desirable behavior. For example, Badgeville's customer service product helps customer service leaders measure, analyze, and reward key behaviors that reduce the time to handle requests using certain enterprise software.