INDUSTRY INSIGHTS YOUR PEERS ARE READING
Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. MORE
Automated systems are especially helpful for call centers, and Gartner predicts that non-voice interactions in customer service settings will likely rise to 85 percent by the year 2020. Such systems can also take care of after-hours phone calls when call center agents are not available. MORE
Contact centers have a critical role in facilitating sales between enterprises and customers by securely processing credit card payments on the telephone. However, the processing of credit card payments in the contact center presents a number of fraud issues to be addressed. MORE
By 2020, it is expected that 83% of enterprises will opt for cloud solutions, says Forbes Report. The post Why Adoption of Cloud Contact Center Is Increasing? Cloud Contact Center cloud contact center softwareA shift from on-premise to cloud solution has become the talk of the town. Why enterprises are keenly adopting cloud solution and reconsidering the decision of on-premise setup? MORE
Two years ago, we gave our predictions for what you’d find in the 2020 contact center. For contact center managers, we predicted a transfer out of a primarily operational role in favor of a more “big picture” outlook on the organization. Finally, we saw workforce management playing a more prominent role in tomorrow’s contact centers, as the drive to optimize resources will always be key to running a successful business. MORE
Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with its own list of fearless predictions for what next year will bring. The post 2019: What’s Next for Contact Centers? MORE
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. The post How Much Can Chatbots Save Your Contact Center? MORE
The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. MORE
” 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. MORE
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. MORE
Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. MORE
Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. Analytics software is not new but its still a growing interest at contact centers. The post 2019 Contact Center Trends: Is Your Business Ready? MORE
By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. MORE
More and more businesses are taking the plunge and moving their contact centers from on-premise PBX to cloud phone systems. By 2020, 50% of call centers that don’t use cloud technology will have made the switch to cloud based phone systems. MORE
Because your contact center is so critical in acquiring customers and keeping them coming back, you want to acquire and apply the best communications technology. But innovation is accelerating, and successful contact centers need to stay ahead of the curve. So how do companies meet the customer interaction challenges of today, while trying to figure out how to shape their contact center of the future? MORE
DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019. Strong momentum driving market growth and investments. MORE
DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023. MORE
If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level? MORE
2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. MORE
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. Effective agent training and coaching have been a top priority for contact centers for a long time. MORE
It’s been an interesting quarter in the contact center technology space. Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning. Contact Center Customer Service Jeremy MORE
Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact Statistics related to the various technologies within the Call Center. 85% of organizations anticipate contacts will become more complex in the next 2 years (Deloitte). of Contact Centers. MORE
Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out. MORE
That certainly seems true enough in the contact center world where the pace of change has been accelerating exponentially—often with dizzying effects for the three key elements of the contact center operations framework: […]. MORE
Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud. The introduction of contact center platforms from companies such as Amazon and Twilio also contributed to the growth of the market. MORE
Being the manager of a call center is not an easy job. But when these three pillars of your contact center ecosystem are in balance with each other, you will be operating with maximum efficiency. One of the biggest struggles call centers face is employee attrition. MORE
It is expected that by as soon as 2020, The post 3 Things to Know about the Future of Customer Satisfaction and the Contact Center appeared first on Livevox. There is no doubt that the way we engage is changing. MORE
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. How can contact centers turn that around so that customers are left feeling positive about the interaction? MORE
Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. First of all, any technology that makes the contact center faster and more productive is a good thing. MORE
Cloud Contact centers have been gaining popularity recently. The reason being simple enough, as the times are changing so is the need to change the way we are used to looking at call centers till now. This is, in fact, one of the major benefits of Cloud contact centers. MORE
A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. Imagine having to balance operational costs, customer experience, agent retention, and revenue growth–Contact center managers need to be on top of all of these things 100 percent of the time. Here are eight strategies to help in your journey to contact center management success. Call Center MORE
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds. MORE
By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. MORE
Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. And to further demonstrate our commitment, in 2020 NICE inContact will double investment in Western European operations to accelerate growth and support our growing customer base. MORE
Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential. MORE
Newer hosted and cloud contact center solutions – These solutions offer more flexibility by including APIs, but generally limit scale and flexibility. Contact us for a demo. The post How Will Your Customers Engage in 2020? Knowledge CenterWe don’t know. MORE
This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. We continue to see a very active M&A market in the contact center space. MORE
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. MORE
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. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience. MORE
Contact center crime is on the rise — but the big scandal is the time and money being wasted on tackling it the wrong way. billion by 2020.*. Unfortunately, some of these scenarios can even happen when contact centers have already been certified as PCI DSS compliant. MORE
Contact Center Pipeline
SEPTEMBER 12, 2019
That certainly seems true enough in the contact center world where the pace of change has been accelerating exponentially—often with dizzying effects for the three key elements of the contact center operations framework: […].
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.
DMG
OCTOBER 17, 2019
DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023.
Noble Systems
JUNE 27, 2019
Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential.
Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact
Transparent BPO
AUGUST 13, 2019
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. How can contact centers turn that around so that customers are left feeling positive about the interaction?
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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.
NICE inContact
OCTOBER 18, 2019
Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. And to further demonstrate our commitment, in 2020 NICE inContact will double investment in Western European operations to accelerate growth and support our growing customer base.
TechSee
DECEMBER 5, 2017
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.
Taylor Reach Group
JUNE 11, 2018
Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact Statistics related to the various technologies within the Call Center. 85% of organizations anticipate contacts will become more complex in the next 2 years (Deloitte). of Contact Centers.
Etech GS
APRIL 8, 2019
Automated systems are especially helpful for call centers, and Gartner predicts that non-voice interactions in customer service settings will likely rise to 85 percent by the year 2020. Such systems can also take care of after-hours phone calls when call center agents are not available.
|
Noble Systems
JANUARY 7, 2019
Contact centers have a critical role in facilitating sales between enterprises and customers by securely processing credit card payments on the telephone. However, the processing of credit card payments in the contact center presents a number of fraud issues to be addressed.
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. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience.
Eckoh
JULY 11, 2019
Contact center crime is on the rise — but the big scandal is the time and money being wasted on tackling it the wrong way. billion by 2020.*. Unfortunately, some of these scenarios can even happen when contact centers have already been certified as PCI DSS compliant.
Aspect
JANUARY 3, 2018
If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level?
Ameyo
MARCH 29, 2019
By 2020, it is expected that 83% of enterprises will opt for cloud solutions, says Forbes Report. The post Why Adoption of Cloud Contact Center Is Increasing? Cloud Contact Center cloud contact center softwareA shift from on-premise to cloud solution has become the talk of the town. Why enterprises are keenly adopting cloud solution and reconsidering the decision of on-premise setup?
OctopusTech
FEBRUARY 13, 2018
Cloud Contact centers have been gaining popularity recently. The reason being simple enough, as the times are changing so is the need to change the way we are used to looking at call centers till now. This is, in fact, one of the major benefits of Cloud contact centers.
Fonolo
JANUARY 23, 2019
This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. We continue to see a very active M&A market in the contact center space.
Monet Software
DECEMBER 21, 2018
Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with its own list of fearless predictions for what next year will bring. The post 2019: What’s Next for Contact Centers?
Monet Software
OCTOBER 10, 2019
Being the manager of a call center is not an easy job. But when these three pillars of your contact center ecosystem are in balance with each other, you will be operating with maximum efficiency. One of the biggest struggles call centers face is employee attrition.
TechSee
FEBRUARY 12, 2019
By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms.
Platform28
OCTOBER 19, 2016
Newer hosted and cloud contact center solutions – These solutions offer more flexibility by including APIs, but generally limit scale and flexibility. Contact us for a demo. The post How Will Your Customers Engage in 2020? Knowledge CenterWe don’t know.
Comm100
JUNE 5, 2018
Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out.
Revation Systems
DECEMBER 11, 2017
Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate.
Monet Software
JULY 16, 2018
Two years ago, we gave our predictions for what you’d find in the 2020 contact center. For contact center managers, we predicted a transfer out of a primarily operational role in favor of a more “big picture” outlook on the organization. Finally, we saw workforce management playing a more prominent role in tomorrow’s contact centers, as the drive to optimize resources will always be key to running a successful business.
Aspect
SEPTEMBER 28, 2017
The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud.
Monet Software
NOVEMBER 19, 2018
Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. Analytics software is not new but its still a growing interest at contact centers. The post 2019 Contact Center Trends: Is Your Business Ready?
DMG
MARCH 31, 2019
DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019. Strong momentum driving market growth and investments.
NICE inContact
DECEMBER 8, 2016
By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations.
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. The post How Much Can Chatbots Save Your Contact Center?
Comm100
JULY 11, 2019
Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. First of all, any technology that makes the contact center faster and more productive is a good thing.
DMG
MARCH 8, 2019
Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud. The introduction of contact center platforms from companies such as Amazon and Twilio also contributed to the growth of the market.
CSM Magazine
OCTOBER 11, 2019
More and more businesses are taking the plunge and moving their contact centers from on-premise PBX to cloud phone systems. By 2020, 50% of call centers that don’t use cloud technology will have made the switch to cloud based phone systems.
NICE inContact
MAY 12, 2017
2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair.
Noble Systems
JANUARY 30, 2019
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. Effective agent training and coaching have been a top priority for contact centers for a long time.
Customer Service Life
AUGUST 3, 2018
It’s been an interesting quarter in the contact center technology space. Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning. Contact Center Customer Service Jeremy
LiveVox
JUNE 20, 2019
It is expected that by as soon as 2020, The post 3 Things to Know about the Future of Customer Satisfaction and the Contact Center appeared first on Livevox. There is no doubt that the way we engage is changing.
8x8
AUGUST 10, 2017
Because your contact center is so critical in acquiring customers and keeping them coming back, you want to acquire and apply the best communications technology. But innovation is accelerating, and successful contact centers need to stay ahead of the curve. So how do companies meet the customer interaction challenges of today, while trying to figure out how to shape their contact center of the future?
Aspect
JUNE 16, 2017
Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.
Tenfold - Contact Center Blog
JULY 12, 2018
A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. Imagine having to balance operational costs, customer experience, agent retention, and revenue growth–Contact center managers need to be on top of all of these things 100 percent of the time. Here are eight strategies to help in your journey to contact center management success. Call Center
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