Hodusoft

NOVEMBER 13, 2019

So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. We can expect it to gain even more ground as call centers based around WebRTC become more popular.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Forrester, 2022) In 2022, an average of 59% of customers trust the brands they interact with, 2 percentage points higher than the 57% of customers who trusted brands in 2020.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business. But that’s not the case.

outsourcing 156

outsourcing Customer retention Contact Center Customer Service 156

Interactions

DECEMBER 18, 2019

10 years ago… While there was certainly a greater shift to a more customer-centric focus than in the early 2000s, the technology in 2010 was not on par with what it is today. Which takes us to 2019, which was a big step forward from what we saw in 2010. Chatbots passed through the Great Filter.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Fonolo

DECEMBER 12, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. 2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. 25 percent of customer service operations will use virtual customer assistants by 2020.

Gamification 116

Gamification Airlines Contact Center B2B 116

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Comm100

JULY 11, 2019

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience.

Contact Center 49

Contact Center Chatbots Analytics Wait times 49