Spearline
NOVEMBER 25, 2020
The Taylor Research Group highlights in their Contact Center Industry Stats that “although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel” Contact Babel’s research indicates that telephone calls account for 66.3%
Aspect
NOVEMBER 5, 2018
Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to ask yourself what you’re waiting for.
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Call Experts
FEBRUARY 12, 2020
Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. And these solutions help agents quickly and accurately assist customers, protecting your brand, and customer satisfaction. . In 2019, automatic call distribution sported 23.3%
VocalCom
JANUARY 28, 2019
When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. Here are seven major trends shaping the customer experience in 2019.
Noble Systems
FEBRUARY 20, 2019
In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. The term “effortless” refers to both the agent and the customer experience. Move to the Cloud.
Vonage
JANUARY 30, 2019
Regardless of how this is technically enabled, having the vision and insistence on achieving effective integration that supports low effort, personalised customer outcomes increasingly matters. In particular, making sure that customer context and intent follow wherever the conversation goes. Contact centres are a case in point.
Serenova
APRIL 26, 2019
For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. For contact center leaders just beginning to explore cloud solutions, making the right decision can seem daunting. Keeping customer data secure is critical for your contact center.
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