Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Callminer

DECEMBER 17, 2019

. “60% of agents agree that their company doesn’t always provide the technology that staff needs to address the challenges they face when helping customers. ” – Contact Center Industry Stats – Technology , The Taylor Reach Group; Twitter: @taylor_reach. Call center turnover may be trending down overall.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Add Value by Utilizing Technological Innovations.

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Liveops

FEBRUARY 12, 2020

Fashion, technology, diets – we are surrounded by change every day of our lives. The 2017 Gallup State of the American Workplace reports that 67% of the US workforce is not engaged in their work (compared to a whopping 85% globally). 5 Reasons the workforce is changing. Things change. Satisfaction is low.

virtual call center 71

virtual call center Construction Call Center Enterprise 71

Liveops

FEBRUARY 12, 2020

Fashion, technology, diets – we are surrounded by change every day of our lives. The 2017 Gallup State of the American Workplace reports that 67% of the US workforce is not engaged in their work (compared to a whopping 85% globally). 5 Reasons the workforce is changing. Things change. Satisfaction is low.

virtual call center 62

virtual call center Construction Call Center Enterprise 62

Fonolo

NOVEMBER 17, 2020

We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. “I I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JANUARY 27, 2021

With so many people needing to work remotely, you may be wondering how to start a virtual call center , and if so, how to do it right. Many companies are following the trend by switching their on-site call center to a totally virtual call center. What Is a Virtual Call Center?

virtual call center 62

virtual call center Call Center call center software voip 62