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Fonolo
JANUARY 8, 2019
From January 20 – 23, 2019, a whopping 3,000 customers, partners, industry analysts, and executives will congregate in Austin, Texas for the event. For live updates and insights from the show, follow us on Twitter. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time!
Fonolo
NOVEMBER 7, 2018
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Have you considered voice-powered technology in your contact center strategy?
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Stafford Communications
JUNE 2, 2020
While service level targets are important for staffing models, we have seen that there are real drawbacks to focusing on service level as the most important consideration for a contact center operation. In all cases we see very different standards, self-service options that can make the initial contact, and changing consumer expectations.
Altivon
JUNE 13, 2020
Contact Centers Demonstrate Value Amid COVID-19 and Beyond. Until very recently, only 13% of contact center agents worked remotely on a permanent basis. Among those challenges was the issue of changing workforce conditions — specifically, the need to use remote working solutions to avoid a disruption in customer support operations.
Fonolo
MAY 14, 2019
We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers. This data comes from the “2019 Front Office BPO Omnibus Survey.”
Fonolo
NOVEMBER 17, 2020
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. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. The Great Contact Center Diaspora. Here’s what they said.
Lumoa
SEPTEMBER 30, 2022
According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. Four out of five industry leaders believe that non-traditional providers are a legitimate threat to conventional banks, a huge spike compared to the 55% registered in 2019. . Contact our team and find out how Lumoa can help.
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