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Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

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Five Key Takeaways From Deloitte’s 2017 Global Contact Center Survey

Aspect

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come. What does this mean for your contact center?

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RichCall Blog - Summary of Key Contact Center Technologies and Experts

Jon Arnold

This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.

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Top 10 Posts of 2017

Contact Center Pipeline

It’s also a time when I like to dip into our blog statistics to see which topics appealed most to readers. For 2017, not surprisingly, the emphasis was on people-centric topics. The end of December is a great time to reflect on the past year. Among the articles published on artificial intelligence, the chief concern […].

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Recapping the 2017 ICMI Contact Center Conference

Customer Service Life

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida.

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Guest Blog: Technology Trends That Will Govern the CX Landscape

ShepHyken

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. Shep Hyken.

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4 Contact Center Reports to Start Off Your Year

Fonolo

It’s going to be a big year in the world of contact center and in customer service technology. We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. Our favorite chart: KPI Guide for Omni-Channel Contact Centers.