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. Here’s what they said.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Taylor Reach Group

JULY 6, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. million complaints logged in 2013.

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. And yet, it turns out customers like. An advanced cloud contact center solution, like CXone , allows a company to specify the rules for handling channels differently.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Trusting the data can improve the customer experience.

call center software 98

call center software Call Center APIs Contact Center 98

airespring

APRIL 11, 2016

Here’s a scary statistic : in 2013, 51% of consumers switched service providers due to poor customer service experiences. One in every two customers might abandon a company just because they had a bad experience with customer service. Escalation in the Contact Center.

Coaching 48

Coaching Contact Center Call Center Customer Service 48

Aspect

OCTOBER 25, 2017

When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center. Move to the Cloud and Save Money.

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162