TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Fonolo

JUNE 26, 2018

The idea of the call center as a cloud-based service has switched from being impractical, to now almost inevitable. If you listen to the vendors of cloud call centers, and the general chatter in the industry, you might get the feeling that everyone has switched to cloud, except for a few laggards. billion in 2016 to $15.67

Call Center 81

Call Center Enterprise Contact Center Technology 81

ShepHyken

AUGUST 15, 2016

FedTech) Advances in messaging and artificial intelligence technology could replace workers in federal call centers. The post 5 Top Customer Service Articles For the Week of August 15, 2016 appeared first on Shep Hyken. Will Chatbots and AI Replace Federal Customer Service Reps? by Phil Goldstein. Follow on Twitter: @Hyken .

Customer Service 174

Customer Service Chatbots Multichannel Customer Care 174

aircall

OCTOBER 26, 2016

Good news for all our call center software users and fans! Aircall has been rewarded as a Call Center Software Leader by GetApp’s quarterly ranking, raising directly to the 2nd place ! Aircall – Call center software leader. Aircall – Call center software of a new generation.

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

aircall

OCTOBER 26, 2016

Good news for all our call center software users and fans! Aircall has been rewarded as a Call Center Software Leader by GetApp’s quarterly ranking, raising directly to the 2nd place ! Aircall – Call center software leader. Aircall – Call center software of a new generation.

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

Contact Center Pipeline

APRIL 14, 2016

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts and lessons that I captured—it was just as thick as last year’s was and just as thick as I expect next year’s will be. This conference is dedicated to workforce management, which […].

Management 100

Management Contact Center Call Center 100

Contact Center Pipeline

DECEMBER 2, 2016

Thank you for making us a part of your journey in 2016. December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the new year to continue on our journey. As our way of saying Thank You, please feel free to start, […].

Contact Center 100

Contact Center First call resolution Analytics Call Center 100

Contact Center Pipeline

NOVEMBER 2, 2016

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. We want to know what a difference a year makes, so we just opened a survey so that we can take a peek at 2017 and see what we’re challenged by and […].

Contact Center 100

Contact Center Surveys Call Center 100

Beyond Philosophy

FEBRUARY 17, 2020

To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace.

Airlines 417

Airlines Call Center Consulting Consulting 417

Fonolo

JANUARY 16, 2018

Last week I wrote about the cloud-based call center gang. I just want to group together companies that have been selling call centers for many years, compared to the relative new-comers. (If As you would expect, the large call center vendors are jockeying for position fiercely. Cisco vs. Avaya.

Call Center 67

Call Center Contact Center Airlines APIs 67

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. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JUNE 27, 2019

Regardless, one of the main challenges during this time period is communication, with the cumulative call center volume in the federal marketplace totaling more than 14,569,000 in 2016 alone, according to the Centers for Medicare & Medical Services. They are bound to have questions for call center agents.

Call Center 57

Call Center Healthcare Self service First call resolution 57

Fonolo

SEPTEMBER 19, 2017

Survey respondents represented a swath of different industries, both B2C and B2B… Their roles extended to newer digital channels like social and messenger, as well as traditional channels like call center and email. Who wrote it: Brian Cantor, Call Center Week (a division of IQPC). in 2016 to 5.3% in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Benchmark 89

Fonolo

NOVEMBER 13, 2019

With Black Friday and Cyber Monday nearly upon us, the vast majority of retail call centers have welcomed new agents in the last few months. For example, in 2016, Radial hired 20,000 seasonal workers for its call center, customer service, and freight fulfillment operations – three times its permanent staffing numbers.

Call Center 62

Call Center Management Average Handle Time Contact Center 62

Contact Center Pipeline

APRIL 5, 2016

The April 2016 issue of Contact Center Pipeline is available online. By Jay Minnucci Few contact centers should fit in one category for […]. Conversing or Transacting?

Contact Center 100

Contact Center Customer Care Metrics Marketing 100

Fonolo

JUNE 7, 2018

We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. He was leading their collaboration business (which includes call center). NICE made a major move in the call center space in 2016 by buying InContact. Trollope left to become Five9’s CEO.).

Call Center 79

Call Center Analytics APIs SaaS 79

Contact Center Pipeline

FEBRUARY 22, 2018

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2 years, while the median age of a customer service representative is 36.5

Employee engagement 185

Employee engagement Call Center Customer Service Contact Center 185

NICE inContact

JULY 25, 2019

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Don’t let your #1 call center agents slip through the cracks. 2) Ask for Feedback.

Call Center 56

Call Center Gamification Coaching Surveys 56

Win the Customer

FEBRUARY 5, 2016

Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016. The post Top Challenges for Customer Support in 2016 #INFOGRAPHIC appeared first on Win the Customer!

Customer Support 86

Customer Support Surveys Management Call Center 86

Fonolo

JUNE 11, 2019

While Black Friday and Cyber Monday may seem a long ways off, smart retail contact center and call center leaders are already planning for the variety of challenges this period poses. Given these numbers, it’s unsurprising that calls to businesses rose more than 375% over the past two holiday seasons. Plus, so much more!

Call Center 57

Call Center Self service Contact Center Sales 57

OctopusTech

JANUARY 19, 2018

Today, Call Center Services mostly rely on telephones to conduct 2-way communications. And how the traditional call center agents are coping with these situations? 2) Traditional call centers are operated by humans and humans have certain limitations which machines simply don’t. The reasons being: I.

Call Center 70

Call Center Abandon rate Chatbots Technology 70

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. 5 Ways to Spend the Weekend in SF Before Opentalk 2016. Zuora CEO Tien Tzuo Shares Insights at Opentalk 2016. Exciting Talkdesk Product Announcements at Opentalk 2016. May 17th is finally here!

call center software 40

call center software Customer centricity Call Center Personalization 40

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Fonolo

JANUARY 9, 2018

The cloud has radically transformed the call center industry. This is reminiscent of the “red vs. blue” conflict when Avaya bought Nortel’s call center business. Keep in mind that Twilio is itself selling call center services. Global bank ING used Twilio to replace a legacy Avaya call center.

Call Center 65

Call Center Multichannel APIs Contact Center 65

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

Talkdesk

MAY 6, 2016

Our blog has run down a partial list of the amazing speakers at Opentalk 2016 and written individual announcements of others. Talkdesk cloud-based call center software has always been a breath of fresh air (and innovation) in the stagnant $22B call center industry. Naturally, we decided to “go big” for Opentalk.

call center software 40

call center software Call Center Customer centricity Customer Experience 40

Fonolo

SEPTEMBER 27, 2016

As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. How Do You Exceed KPIs in Your Contact Center?

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

pindrop

MAY 23, 2018

This evolving criminal strategy is part of a $14 billion call center problem. From January 2016 to August 2017, call centers have experienced a 160% increase in global fraud call rate – a rise from 1 fraudulent call for every 937 calls compared to 1 in 769 calls.

Engineering 64

Engineering Call Center Banking Accountability 64

CX Global Media

JUNE 27, 2017

Thieves from the mobile space, online space and even in-person fraudsters are making their way into the call center as they’re experiencing great success. In fact, data collected at Pindrop® Labs has shown a significant increase in the call center fraud rate, a jump of 113% from 2015 to 2016. Click to Tweet.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. How Call Centers Manage the Holiday Rush. More Blogs Menu.

Call Center 49

Call Center Management Contact Center Journey mapping 49

aircall

DECEMBER 19, 2016

Best customer service companies of 2016: all-star division. Best customer service of 2016: “our own pick” division. In the 2016 edition, music streaming service Spotify stole the show, winning a total of thirteen accolades. Eric J Snover (@EricJSnover) October 3, 2016. Michael T (@Spokeman) 25 septembre 2016.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Vcaretec

JUNE 6, 2022

In this new era of digital and mobile shopping, there are new expectations for retail call centers to provide omnichannel customer service during the holidays , ranging from phone support, to live chat on the website, to email support , and even social media customer care.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

aircall

NOVEMBER 10, 2016

Aircall (@aircall) 18 novembre 2016. Dan Ring (@DanRing3) 19 octobre 2016. Dreamforce 2016 takeaways. In conclusion, Dreamforce 2016 was a great place to be! Our Take on Dreamforce 2016 appeared first on Customer Experience & Cloud Call Center | Aircall Blog. Meanwhile, Try Aircall for free.

Analytics 48

Analytics Sales Technology Call Center 48

CSR Inc.

JANUARY 8, 2017

First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). And while call centers are expected to see an uptick in staffing in 2017 ( did you know that 4% of working Americans – about 5 million – already work in a call center ?) 2017…yes, we made it!

Call Center 48

Call Center Multichannel call center workforce Gamification 48

Playvox

AUGUST 16, 2018

In 2016, 43 percent of employed adults in the USA claimed to spend at least some of their time working remotely. If you have a team of remote call center agents, managing them efficiently can be a little more difficult than an in-house department.

Call Center 41

Call Center Management 41

Outsource Consultants

AUGUST 18, 2020

Call center advisory firm Outsource Consultants, LLC appears on the list for the second year in a row at #1751 overall and #169 in the Midwest, due to an impressive 244% 3-year growth rate. Outsource Consultants is a call center referral and advisory firm that helps companies find the perfect fit outsource call centers.

Consulting 104

Consulting Consulting outsourcing Call Center 104

Contact Center Pipeline

DECEMBER 22, 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts were most popular among contact center professionals. The topics ranged from a debate on the value of NPS in the contact center, to how to proactively welcome callers, to omnichannel strategies […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100