Bright Pattern

JANUARY 23, 2019

2019 Contact Center Trends Introduction: For the third year in a row, customer experience (CX) measures have remained flat. As Forrester notes, “…what little movement that did happen was toward the middle of our scale, where 62% of brands bunched up in an undifferentiated clump.”

Contact Center 43

Contact Center Customer Experience 43

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends. Effortless.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Serenova

FEBRUARY 11, 2019

If you’re a contact center leader, there’s a lot about Millennials and Generation Z worth understanding. In fact, these younger generations just may be your contact center’s BFFs. Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Contact Center Pipeline

JULY 30, 2019

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.

Contact Center 240

Contact Center Customer Care Technology Call Center 240

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call Center Workforce Statistics. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Callminer

JANUARY 23, 2019

CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends taking shape in 2019.

Employee engagement 182

Employee engagement Contact Center 182

CX Global Media

SEPTEMBER 23, 2019

We love staying on top of the latest insights, news, and trends in the customer experience, service and contact center industries. You’ll gain access to a wealth of industry knowledge, learn new strategies to improve your contact center, and maybe even make a new friend. Shep Hyken – @hyken.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ShepHyken

MARCH 18, 2019

CustomerThink) Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. My Comment: It doesn’t hurt to be reminded of important trends in the customer service and CX world.

Customer Service 216

Customer Service Customer centricity Feedback Surveys 216

CX Global Media

JULY 3, 2018

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. And leave a legacy that positively impacts the entire contact center community. I’m just so excited right now.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. It’s that time of year. Which will fade away? Get your copy here!

Customer effort 120

Customer effort Journey mapping Wait times Customer centricity 120

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. Aligning business objectives with contact center performance.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. I have added my comment about each article and would like to hear what you think too.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. The key going into 2021 is to take a lesson from effective project management – provide one point of contact for your clients. 47% of companies outsource their call center operations to solve capacity issues.

Chief Customer Officer 273

Chief Customer Officer Call Center Consulting Consulting 273

TechSee

DECEMBER 31, 2019

As 2019 comes to a close, they must better prepare for the new decade and beyond. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! in the Montego AF Room of the Mirage Event Center. Tuesday, June 25 2:15 – 4:45 p.m Master-class Level Workshop.

Wireless 140

Wireless Analytics Education Enterprise 140

The Northridge Group

JANUARY 18, 2023

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. There is little doubt that ChatGPT technology can and will revolutionize contact centers.

Contact Center 117

Contact Center Healthcare Chatbots Accountability 117

ShepHyken

JANUARY 28, 2019

The State of Bots in 2019: Successes and Failures by Astrid Monge. Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.” The post 5 Top Customer Service Articles for the Week of January 28, 2019 appeared first on Shep Hyken.

Customer Service 241

Customer Service Customer Care Contact Center Customer Experience 241

Fonolo

DECEMBER 12, 2018

With this in mind, we’ve rounded up the most important and fascinating CX predictions for 2019, and provided our own thoughts on what they mean and how they will impact businesses in future. To stay at the top of your game in the year ahead, it’s essential to understand larger CX trends and how they are shaping our world and our industry.

Gamification 116

Gamification Airlines Contact Center B2B 116

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? The following conferences give you a front-row seat for hot-topic, contemporary customer service trends and how to take advantage of them; this could be anything from AI to advances in live chat. When: April 7-10, 2019. When: May 13-16, 2019.

Customer Service 108

Customer Service Contact Center Engineering Education 108

CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts. How to manage COVID19 in the contact centre , by Justin Tippett. March 20, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit. The ultimate goal?

Contact Center 106

Contact Center Technology contact center solutions Cloud contact 106

Fonolo

JANUARY 20, 2020

Few people find joy in calling the CRA (taxes don’t exactly suggest celebration), but things become worse when citizens are unable to contact them at all. New in Contact Centers. It’s a great time to be a contact center agent in New York state, who seem to be very fond of its telephony workers.

Customer Service 117

Customer Service Contact Center Call Center Healthcare 117

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. Customer Contact East, Ft. ICMI Contact Center Expo, Ft. Customer Contact Week, Las Vegas.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

TechSee

OCTOBER 13, 2020

According to a 2019 Gartner survey, 19% of service companies already offer these contracts, and another 26% expected to do so within 12 months. Enhance collaboration with contact center. Contact center agents and field service technicians have traditionally been two separate departments.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

Fonolo

JANUARY 28, 2020

Many will look at 2019 as a mixed year, one of both wins and losses, and lots of little changes – almost all of them for the better. We did the math this month, and the results are in: We saved North American consumers from more than 53 years of hold time in 2019. Making your contact center omnichannel ready.

Contact Center 75

Contact Center Call Center APIs Government 75

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Employee Experience.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Fonolo

APRIL 3, 2019

Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards! Now in its 4 th year, the Customer Experience Excellence Awards examine the work of outstanding contact centers from all industries and regions. Leanne Park, Director, Contact Centres and Sales.

Customer Experience 89

Customer Experience Call Center Contact Center Education 89

Fonolo

FEBRUARY 20, 2020

Related content for you: 3 Major Contact Center Trends in 2020. callcenter #trends Click To Tweet. Compounding the issue is the growing trend towards ‘always-on, omnichannel’ support. Top content for you: Top Contact Center Trends in 2020. callcenter #trends Click To Tweet.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Service Levels. Gamification. Look it up. Call-Backs.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. The platform concept is very important to the future of WFO, as well as other contact center systems and applications.

Analytics 96

Analytics Contact Center APIs Consulting 96

Aspect

MARCH 10, 2020

Enable predictive routing based on contact center forecasting . Increase accessibility of preferred interaction channels in response to higher usage trends . Learn more a bout how analytics can improve your contact center. Download the white paper Frost & Sullivan: The Analytics-Driven Contact Center 2019.

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

Fonolo

DECEMBER 17, 2019

Change is the only constant trend. It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

Bright Pattern

JANUARY 30, 2019

(..)

Contact Center 46

Contact Center Customer Experience 46

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas. Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019.

Gamification 75

Gamification Contact Center Coaching Education 75

360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. It’s that time of year. Which will fade away? Get your copy here! Want to learn more?

Customer effort 56

Customer effort Journey mapping Wait times Customer centricity 56