Fonolo
NOVEMBER 21, 2017
It’s been a very busy year for acquisitions in the contact center space. Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant.
Fonolo
JANUARY 31, 2018
It’s going to be a big year in the world of contact center and in customer service technology. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”.
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Aspect
JUNE 16, 2017
Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.
Fonolo
AUGUST 28, 2018
Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0,
SharpenCX
DECEMBER 23, 2019
The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. Get the ebook that helps you put your metrics to work for your customers (and agents). The same goes for interactions with your agents.
Fonolo
NOVEMBER 1, 2017
The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center. You can read a summary of the panel I was on here: Bringing Contact Centers into the Modern Age ).
SharpenCX
DECEMBER 23, 2020
. “Building a team of super agents, therefore, involves elevating self-service and creating more empowering contact center environments. It also involves re-training agents for an era of customer contact in which interactions are increasingly personal—and frequently spread across contact channels.”
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