Unexpected Lessons from the 2020 Contact Center
Contact Center Pipeline
JANUARY 19, 2021
About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like.
The Contact Center Trends to Watch Out for in 2020
Contact Center Pipeline
JANUARY 28, 2020
When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].
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5 Top Customer Service Articles For the Week of October 26, 2020
ShepHyken
OCTOBER 26, 2020
Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall.
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The State of the Contact Center in 2020 | Peter Ryan Interview
Fonolo
FEBRUARY 11, 2020
A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.
The Future of Contact Centers: A New Paradigm for Superior Customer Experience
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The rise of chatbots and AI has changed that. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement.
Customer Service Trends 2020
TechSee
DECEMBER 31, 2019
To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Explosion of virtual contact centers. Voice will be king.
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Contact Center Trends 2020: A New Age for the Contact Center
Fonolo
DECEMBER 17, 2019
It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.
Customer Service Life Updates – February 2020
Customer Service Life
FEBRUARY 10, 2020
Best Uses of AI in Customer Service – AI will continue to be an area of intrigue in 2020. In this article on the Navedas blog, I discussed the importance of using AI to help contact center agents more efficiently resolve customer issues rather than focusing solely on chatbots. Which companies get your vote?
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7 Pivotal Contact Center Trends for 2020
Transparent BPO
JANUARY 14, 2020
Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. The historically low U.S. KPIs will change.
How Much Can Chatbots Save Your Contact Center?
Aspect
AUGUST 3, 2017
Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. According to a recent Business Insider report, 80 percent of businesses want to have chatbots deployed by 2020.
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The Omnichannel Contact Center: A Guide for 2020 (with Actionable Tips)
Serenova
JUNE 24, 2020
Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center.
Contact Center Technology Trends to Watch in 2022
Hodusoft
FEBRUARY 9, 2022
Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.
Contact Center Trends 2021: The CX Watershed
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. 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. Contact Center Trends 2021.
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20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In
Fonolo
AUGUST 29, 2019
Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. This is a trend that is not going away.
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Top Five Contact Center Trends to Expect in 2020
InGenius
JANUARY 31, 2020
As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. To ensure you stay ahead of the curve in the year to come, we have compiled a list of what we think will be the top five trends for the contact center in 2020. Live engagement customer service.
Contact Centers Move to the Cloud in 2020
Fonolo
JANUARY 9, 2020
Advances in communication technology are forcing rapid change in the contact center. To accommodate consumers’ growing expectations and provide 24/7 omnichannel customer support, we’re expecting to see a mass exodus, with as many as 70% of contact centers moving ‘to the cloud’ in the next 12-24 months.
The Omnichannel Contact Center: A Guide for 2020 (with Actionable Tips)
Serenova
JUNE 24, 2020
Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?
5 Top Customer Service Articles For the Week of August 24, 2020
ShepHyken
AUGUST 24, 2020
My Comment: There is a lot written about chatbots and AI (Artificial Intelligence). Top Eleven CX Contact Center Influencers You Need to Follow by Anna Tsymbalist. My Comment: I’m honored to be recognized as one of the top customer experience contact center influencers. Thank you to Shelf.io
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Ready to modernize your contact center? Assess trends with care
HGS
JANUARY 25, 2021
Ready to modernize your contact center? Tis the season for contact center trends, predictions, and “must-watch” lists. Gartner ranks trends such as digital experience platforms, Internet of things for customer service, natural language processing, 360-degree view of customers, chatbots, robotic process automation, etc.
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5 Top Customer Service Articles For the Week of January 13, 2020
ShepHyken
JANUARY 13, 2020
4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. And, with 2020 arriving, now is a good time to find new solutions that meet the needs of your target audience. To start with, consider that some type of automation (AI, chatbots, etc.) The third idea is to use webinars. Follow on Twitter: @Hyken.
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2023 Customer Service Statistics for Contact Centers
Fonolo
APRIL 4, 2023
Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Statistics That Demonstrate the Value of Great Customer Service Excellent customer service in the contact center has always been job one. 14% of contact center leaders predict growth of more than 10%.
9 Contact Center Best Practices for 2020 (and Actionable Tips)
Serenova
MAY 29, 2020
The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.
9 Contact Center Best Practices for 2020 (and Actionable Tips)
Serenova
MAY 29, 2020
For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.
34 Key Contact Center Stats – Track Your Success in 2020
Babelforce
OCTOBER 2, 2020
2020 is speeding by – and it hasn’t been easy for anyone. We’ve assembled a master list of 34 contact center stats to give you a temperature check of the industry. In this post: Acquisition and loyalty Debt Recovery The Cloud Automation API Integration / Development Customer Service / CX General Call Center Statistics.
AI Chatbots in the Contact Center – Help in a Crisis
Comm100
MARCH 19, 2020
In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. When inbound chat volume quickly increases, as it often does in a crisis of any kind, your contact center can quickly become overwhelmed.
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AI Chatbots in the Contact Center – Help in a Crisis
Comm100
MARCH 19, 2020
In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. When inbound chat volume quickly increases, as it often does in a crisis of any kind, your contact center can quickly become overwhelmed.
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Top 9 Contact Center Trends to Watch Out in 2020
REVE Chat Blog
NOVEMBER 6, 2019
Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. Key challenges faced by the contact centers . The top contact center trends to watch out in 2020.
25 Call Center Technology Trends to Watch in 2021
Callminer
FEBRUARY 23, 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19.
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Contact Center Software Trends for 2020 – Helping Contact Centers Serve Customers Better
Hodusoft
NOVEMBER 13, 2019
So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. We can expect it to gain even more ground as call centers based around WebRTC become more popular.
Customer Support Trends and Predictions for 2020
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.
7 Lessons from Gartner’s AI Hype Cycle 2020
Babelforce
NOVEMBER 5, 2020
Gartner’s 2020 AI hype cycle has a lot of encouraging things to say about the state of the tech. This level of commitment has likely been vital during 2020 and goes some way to explaining the steady level of investment. #4 Gartner has repeatedly revised its prediction for chatbots implementations upwards. AI is a huge subject.
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Chatbots in Telecom: Top 5 Reasons Why Telecom Companies Must Invest in Chatbots
Inbenta
MAY 16, 2022
2020 saw spending drop to $1.3 One answer is AI chatbots. In recent years, the ability of AI chatbots to comprehend speech and automate tasks has grown in leaps and bounds. So let’s discuss the reasons why it’s time for your telecom business to invest in chatbots. What are AI chatbots?
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Onward and Upward – Why 2021 Is Poised to Be a Promising Year for the Contact Center Outsourcing Industry
Outsource Consultants
DECEMBER 14, 2020
As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?
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Driving Contact Center Change: Chatbots, OmniChannel, Cloud
Altivon
MARCH 20, 2018
Chatbots, Omnichannel and Cloud are three top trends for contact centers. Chatbots: Prosperous Future or Disaster? According to Gartner, by 2020 customers will manage 85% of their interactions without any human involvement. Because each one in its own way increases efficiency and decreases customer effort.
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Chatbots – is it love at first click?
Eckoh
APRIL 21, 2020
Chatbots are now being taken seriously because they can support your contact center agents, boost customer loyalty and save a fortune if used in the right way. Compared to other innovations, Chatbots have been a slow burner. For years, the bad Chatbots have been ruining it for the better ones. Chatbots vs Spouses.
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A Look Back: 2020 in Review
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. I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry.
Customer Service Research Finds Trends to Shift Your Contact Center Priorities
SharpenCX
MAY 27, 2021
So today, let’s dive in on what customer service research reveals as the top three priorities for contact centers this year. Today’s strongest contact centers meet the omnichannel expectation. Now, chatbots can carry an entire conversation and solve basic customer service issues, in real-time.
Demystifying artificial intelligence’s role in contact centers
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. AI = chatbots. Five myths: AI is new. AI can replace all your people.
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Chatbots – now's the time to take them seriously
Eckoh
APRIL 21, 2020
Chatbots are now being taken seriously because they support your agents, take secure payments and reduce queues. Compared to other innovations, Chatbots have been a slow burner. Since then, businesses have tried to take advantage of Chatbots as a way of providing base-level customer service but with patchy success.
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2020: Simple and smart, your best year ever for WFM
teleopti
DECEMBER 16, 2019
2020: completing the WFM triangle. So what does the future hold for WFM in 2020? The challenge for contact centers next year will be to harness the power of innovative technology that makes life better for employees and customers while removing operational complexity. What does 2020 have in store for you?
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Chatbots or Humans: Which Will Win for Customer Service?
Transparent BPO
JULY 18, 2019
Instead of axes versus chainsaws, however, it’s chatbots against human agents. Jay Baer , marketing consultant and author of several books on customer service and marketing , said in an interview that companies with any volume would use technology like artificial intelligence (AI) and chatbots, and more are trying. Far from it.
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The Human-AI Symbiosis in Retail Call Centers
Outsource Consultants
FEBRUARY 21, 2024
“AI will replace human contact center interactions,” according to some CX experts in 2020. Some shoppers seek efficiency and self-service through chatbots, while others crave the understanding and empathy only humans can offer. Ready to create a human-AI symphony in your contact center?
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67 3 Ways Chatbots Assist the Agent Experience
Mindtouch
DECEMBER 18, 2018
At times, the growing ubiquity of chatbot technology casts a long shadow on the world of contact center agents. The IBM Watson Blog , for one, estimates that “85% of all customer interactions will be handled without a human agent” by the year 2020. Agents can query chatbots the same way a customer would.
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2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”
Balto
APRIL 20, 2023
Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this?
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