Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade.

Contact Center 78

Contact Center Technology Personalization Customer Experience 78

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. At the heart of the development and implementation of these solutions, contact centers have maintained a focus on improving UX and CX. . More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Plantronics

JANUARY 9, 2020

The death of the Contact Center has been greatly exaggerated. If you work in the contact center segment, you’ve doubtless read more than a few 2020 predictions for the industry. We’re taking [ ] The post The Long View on Contact Centers – 2020 and Beyond appeared first on Poly Blog.

Contact Center 58

Contact Center 58

Toister Performance Solutions

MARCH 11, 2021

This past year has been tough on contact center agents. Some contact centers endured unimaginable spikes in volume. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 122

Contact Center Transportation Customer Experience Wireless 122

Cisco - Contact Center

APRIL 27, 2020

Artificial Intelligence implementations in contact centers are the primary way to improve first contact resolution (FSR) and drive customer experience and retention to the point that some analysts predict that a huge percentage of the customer interactions can be resolved by well-designed bots. Let’s check some numbers together.

Contact Center 117

Contact Center contact center solutions Interactive Voice Response Call Center 117

Callminer

JULY 22, 2018

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. Let’s take a look at 4 critical measurements to determine the effectiveness (or, conversely, ineffectiveness) of the outsourced contact center: 1) Service Level. 2) Agent Turnover.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

ShepHyken

MAY 4, 2020

But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. How To Flatten The Contact Center Curve, According To The Experts by Johnny Rosa. My Comment: The contact/support center was hit hard throughout the crisis.

Customer Service 238

Customer Service B2C B2B Contact Center 238

Cisco - Contact Center

SEPTEMBER 17, 2020

Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. We’ve also introduced more channels when Webex Experience Management is integrated at the contact center agent desktop.

contact center solutions 128

contact center solutions Contact Center Surveys Enterprise 128

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! Agent Analytics (28.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. billion in 2023 to USD 111.37

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. billion in 2020” . What are cloud-based contact centers?

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. ‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi.

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Contact Center Average Handle Time Self service Airlines 139

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. So where are the boundaries in a contact center? Contact centers are the execution point for business outcomes and represent the frontline of boundary interaction.

Contact Center 109

Contact Center contact center solutions Transportation Government 109

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. But it has become increasingly evident that 2020 accelerated the need and demand for industry change and evolution.

Contact Center 116

Contact Center Government Self service CRM 116

Cisco - Contact Center

SEPTEMBER 11, 2020

They’re also seeing the role of the contact center evolving from not just problem solving, but playing a part of the greater customer journey and influencing the experience of the customer. Transform Your Contact Center . Find out more about Webex Contact Center AI solutions. Join Our Webinar.

Contact Center 75

Contact Center Abandon Call contact center solutions Self service 75

Contact Center Pipeline

MAY 26, 2021

Contact centers and customer care teams for enterprise brands have been operating in a certain way for decades. But when the COVID-19 pandemic struck in early 2020, support volumes increased sharply, and contact […].

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Contact Center Enterprise Customer Care Analytics 147

ShepHyken

DECEMBER 13, 2019

They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000. Read Shep’s latest Forbes article: 20 Ways To Create An Amazing Customer Experience In 2020. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken.

APIs 254

APIs Enterprise Government Customer Experience 254

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . Read his blog and follow Alan on Twitter. . Read his blog and follow Mark on Twitter. . by Will Milano.

Sales 124

Sales B2B Engineering Consulting 124

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! will have extended Teams to their contact center for voice and 31.1% Using cloud contact center platforms drives more revenue (54.1% Doing so will transform your contact center from a cost-center into a revenue generator. AI, Teams UC and Video. . New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Global Response

AUGUST 31, 2020

The post How to Build the Omnichannel Contact Center of Your Dreams in 2020 appeared first on Global Response. Customer care is a major component of any brand experience. One of the best things a company can do for their business is to set up a process that ensures a high-end more.

Contact Center 54

Contact Center Customer Care 54

ShepHyken

JUNE 1, 2020

.” How to improve call center performance when there is a staff shortage by Krishna Charan. Freshworks) From this blog, you can find out actionable workarounds for staff shortage to improve call center performance. My Comment: If you are in a customer support/contact center, then this article is a must-read.

Customer Service 167

Customer Service Multichannel Call Center Contact Center 167

Cisco - Contact Center

MAY 14, 2019

AI is shaping the future of customer experiences and the contact center. According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020. Contact centers have been using AI in some form or another for decades.

Contact Center 111

Contact Center Self service contact center solutions Chatbots 111

Stafford Communications

SEPTEMBER 17, 2020

It’s time to get your call center ready for the 2020 Holiday Season. For decades, the US retail industry has experienced two giant peaks every year—one around back-to-school shopping at the end of summer, the other centered on Black Friday, Thanksgiving, and shopping for the holidays. However, 2020 will likely be different.

Call Center 72

Call Center Healthcare Contact Center Sales 72

Cisco - Contact Center

APRIL 18, 2024

By 2020, Earth… Read more on Cisco Blogs Earth Day was founded in the United States on April 22, 1970, to mark the emergence of the modern environmental movement, and it inspired more than 20 million Americans to take action.

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UJET

NOVEMBER 18, 2019

In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths. Similarly, contact center directors want to easily channel steer queries based on urgency and complexity.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

Dialer 360

MARCH 20, 2020

Call center blogs and magazines contain highly useful information. In today’s time’s information is everything especially in the contact center. In fact, industry top brands can help you get the right knowledge through their blogs and magazines. Best Call Center Blogs And Magazines. 3 CSM Magazine.

Call Center 36

Call Center Contact Center voip Consulting 36

Cisco - Contact Center

SEPTEMBER 9, 2019

” AI in the Contact Center. “Gartner projects that by 2020, 10% of business-to-consumer first level engagement requests will be taken by VCAs… today that is less than 1%… ” Google Duplex Natural Technology. CISCO and AI in Contact Centers.

Contact Center 93

Contact Center Customer Care Engineering Telemarketing 93

Plantronics

JULY 31, 2020

In March 2020, we closed the doors of our Poly contact centers around the globe and sent staff home to ensure everyone’s safety as shelter in place orders went out worldwide. The atmosphere was surreal.

Contact Center 52

Contact Center 52

Cyara

JUNE 26, 2020

I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win.

Marketing 128

Marketing Interactive Voice Response Contact Center Call Center 128

Enghouse Interactive

JANUARY 5, 2021

It’s an understatement to say that 2020 was a year of huge change everywhere. Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. Optimising for contact centre remote working.

Self service 40

Self service Service level Technology Customer Service 40

Contact Center Pipeline

JANUARY 1, 2020

What were the hot topics for contact center professionals over the last 12 months? In honor of the year 2020, we bring you the top 20 blog posts […]. Many of us welcome the new year by reflecting on the past one. How will that influence your strategic resolutions for the next 12?

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Contact Center Call Center 147

Plantronics

AUGUST 13, 2020

For the majority of the year 2020, organizations have lost their ability to deliver in-person service to their customers. In case it was ever in question, this has been the year that call centers proved to be critical for doing business.

Contact Center 52

Contact Center Call Center Personalization Customer Service 52

SmartAction

DECEMBER 15, 2021

In February 2020, 7 million jobs were open in the US, while the unemployment rate was 3.5%. Other factors include automation of routine jobs, the drug addiction crisis as overdose deaths jumped to 30% in 2020, and a lack of childcare infrastructure. Yet people continue to quit their jobs. Over 5 million people were unemployed.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. You can read more here and download the full ebook, Conversational AI Trends 2020 , here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Plantronics

SEPTEMBER 22, 2020

As we move into the final months of 2020, to say this year has been a ‘challenge’ feels like an understatement. Thankfully, here at Poly, we had the right people [ ] The post Poly Wins Frost & Sullivan’s 2020 Technology Innovation Award appeared first on Poly Blog.

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Technology Contact Center Management 75