CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. Leaders want their agents to be flexible and self-motivated.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? So what are the contact center trends for 2022?

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers.

Contact Center 78

Contact Center Upselling Customer retention Technology 78

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 108

Contact Center Transportation Customer Experience Wireless 108

Upstream Works

DECEMBER 6, 2021

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. We’ve discussed the importance of digital channels in this previous blog post.

Contact Center 78

Contact Center Customer centricity Call Center Sales 78

Noble Systems

MAY 10, 2021

Contact centers are on the front-line of customer communications, and therefore, they often define the customer experience. As stated in an article from CustomerThink , “Customer call centers are out and customer engagement centers are in.”. What makes a Customer Engagement Center different from a Contact Center?

Contact Center 98

Contact Center Call Center CRM Consulting 98

TeamSupport

SEPTEMBER 21, 2020

Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind. Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry.

B2B 98

B2B Customer Support Chatbots Consulting 98

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

JustCall

APRIL 3, 2023

There is more to conversational AI IVR than just that – which is what this blog is about. Let’s dig deeper into this technology and understand how your business can benefit from it. Conversation IVR is a customer self-service technology that uses the power of artificial intelligence to let customers navigate their queries.

Interactive Voice Response 52

Interactive Voice Response Self service First call resolution Engineering 52

Expivia

FEBRUARY 15, 2024

The Evolutionary Shift in Contact Center BPO Strategy The landscape of Business Process Outsourcing, especially within contact centers, is witnessing a monumental shift. Contact centers are now tasked with not just answering calls but providing a seamless, efficient, and personalized customer experience.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

Upstream Works

MARCH 17, 2022

Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here.

Contact Center 78

Contact Center Interactive Voice Response Self service Call Center 78

Cisco - Contact Center

MAY 14, 2019

AI is shaping the future of customer experiences and the contact center. Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. The concept of Artificial Intelligence (AI) has actually been around for a long time. Five myths: AI is new. AI = chatbots.

Contact Center 106

Contact Center Self service contact center solutions Chatbots 106

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). This means that AI applications for the contact center do not come fully-formed. 24/7 Self-service.

Chatbots 78

Chatbots Journey mapping Self service Contact Center 78

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? From robotic procession automation to machine learning and intelligent analytics, AI’s impact on profits is clear — even with a measured, practical approach. How does a contact center meet these demands?

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. In 2023, it will become table stakes. Noise Suppression.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

NICE inContact

OCTOBER 9, 2019

Everybody’s talking about artificial intelligence (AI) ! But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. In fact, you may be wondering where and how to start.

Self service 54

Self service Contact Center Engineering Best practices 54

Momentum Telecom

JUNE 17, 2022

One example is analyzing customer voice communication in contact centers to identify a customer’s intent. Insights from analyzing customer voice communications can relate to things such as how a customer is responding to an agent’s conversation. 5G Will Impact the Voice Market. 5G Will Impact the Voice Market.

Technology 98

Technology Healthcare Banking Analytics 98

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. Declining brand loyalty. One is increasing the lifetime value of a customer.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. CX has gained currency because it’s a more accurate reflection of what’s important to customers and how they want to be treated.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Hodusoft

APRIL 6, 2022

In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. Many trends will come up when it comes to customer experience, and this blog will cover these trends in an easy-to-understand manner. We will also look at how these trends will help brands attract and retain customers.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. To help contact centers provide that, here are three ways to rethink digital CX.

Contact Center 78

Contact Center Self service Technology Surveys 78

Mindtouch

OCTOBER 17, 2019

Driven by new technologies and shifting customer demands, the contact center market is growing. To help business decision makers within the contact center space sort through it all and select the right vendors, Frost & Sullivan publishes its annual Contact Center Buyers Guide, North America.

Contact Center 81

Contact Center Interactive Voice Response Chatbots Marketing 81

Noble Systems

MAY 17, 2021

In the second Q&A of this blog series, we answered questions about Customer Engagement and the CX. Many companies are beginning to more fully embrace the power of artificial intelligence and automation as a part of their technology mix. So how are AI and automation being used in the call center?

Call Center 52

Call Center Contact Center Interactive Voice Response Chatbots 52

Upstream Works

OCTOBER 19, 2021

The term “digital channels” has become core to the contact center lexicon recently, and for good reason. Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center leaders need to respond.

Contact Center 78

Contact Center Call Center Self service contact center solutions 78

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Here are two factors to consider.

Contact Center 78

Contact Center Chatbots Technology Accountability 78

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level. Read on and thank us later.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98