Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

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.

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Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

While I encourage you to read the full report, here are some observations that stand out this year: Top Contact Center Challenges With attrition garnering so many votes, we see a bigger drop in the […].

Self-Service in the age of AI

Taylor Reach Group

Self-service has been employed for more than 30 years to allow customers to serve themselves. Technology is a tool, and there is a lot of good technology out there that can underpin successful self-service. What about when the center is closed? By Colin Taylor.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Call Center vs. Contact Center: What’s the Difference?

Callminer

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Call Centers Scale with Agents.

Self-service: a Key to Reducing Dissatisfaction in Customer Relations

Inbenta

Self-service and customer relations: provide autonomy to your customers. Self-service tools are fully capable of responding to this growing need among your customers by offering a harmonised and automated solution.

The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools. Milestones on the road to autonomous AI self service.

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

Callminer

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks.

5 Steps Toward a Successful Self-Service Strategy

TechSee

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Step 5: Evaluate self-service engagement.

Matching Public Utilities to Contact Center Self-Service

ChaseData

Today’s consumers are increasingly fond of self-service. However, a larger part of this desire for self-service options comes from the newer generations’ lack of desire to talk to actually talk to other people on the phone.

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

DMG Consulting

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web.

Contact Center Self Service and the Customer Experience

Waterfield Technologies

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business. AI fueled self-service options help to improve internal productivity, […]. The post Contact Center Self Service and the Customer Experience appeared first on Waterfield Technologies. Blog AI Contact Center Customer Experiemce

31 Contact Center Statistics to Live by in 2020

Babelforce

In the ever-changing world of contact center service, there are always new trends to watch. Today, we’re going to look at thought-provoking statistics in 6 areas of service. Best practice for contact center service. Outbound service and sales.

31 Contact Center Statistics to Live by in 2020

Babelforce

In the ever-changing world of contact center service, there are always new trends to watch. Today, we’re going to look at thought-provoking statistics in 6 areas of service. Best practice for contact center service. Outbound service and sales.

Resiliency in the Age of Pandemic

Contact Center Pipeline

As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on by COVID-19. Hopefully, your center was able to respond to the pandemic with the least possible impact on your customers or your staff.

4 Ways to Improve Contact Center Operational Efficiency

Fonolo

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. Image: Fonolo, 2020).

The Omnichannel Contact Center: A Guide for 2020 (with Actionable Tips)

Serenova

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. What Is an Omnichannel Contact Center?

How to Promote Customer Loyalty in the Age of Complexity

Contact Center Pipeline

Technology call center technology chat bots contact center intelligent self-service messenger bots multimodal bots robotic process automation RPA self-service virtual assistant virtual IVR voice bots

VISION 2020

DMG Consulting

VISION 2020. Technologies we’ve talked about for generations, such as self-driving cars, will alter the way people get around, making the argument for or against new transportation business models from companies such as Uber and Lyft merely a stepping-stone to a vastly transformed future. DMG’s crystal ball shows an amazing outlook for the world of service and contact centers. 2/27/2020. By Donna Fluss. View this document on the publisher’s website.

Cloud IVR Technologies Offer Contact Centers a Cost-Effective Solution to Improve Customer Service

Noble Systems

The term “Cloud IVR” refers to the availability of IVR functionality via a Service platform. The IVR system then uses routing rules to send the call to either an agent or a self-service application. IVR Use in the Call Center . What is Cloud IVR? .

20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In

Fonolo

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.

3 Ways Contact Centers Can Manage the Transition to Home-Based Agents

Upstream Works

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. The idea of having home-based agents is not new for contact centers. 3 Key Considerations for WFH Contact Center Agents.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. Contact Center Best Practices for 2020. Unified, Omnichannel Service.

5 Best Practices for Great Self-Service Customer Support

Fonolo

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. When creating self-service content for your customers, it’s helpful to know what customers are asking about.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times.

Contact Center Automation: From Nice-to-Have to Necessity

NICE inContact

Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19.

Things I Wish Someone Would Invent

Contact Center Pipeline

Technology call center contact center customer effort customer service self-serviceAs a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone Would Invent.”

Top Truths Every Contact Center Leader Needs To Know About AI

Call Center Coach

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. STOP : What are the truths of AI in contact centers? Technology or automation that damages those experiences will be costly to your contact center.

6 of the Best Apps for Remote Contact Center Teams

Fonolo

You may think that call centers are for big companies but the truth is, they have a lot of value for small and medium-sized businesses as well. The Best Apps for Virtual Contact Center Teams. This call center solution is great for larger teams and businesses.

Contact Centers: Prepare for Post-Pandemic Shocks Now

Fonolo

At the moment, many call centers are faced with a torrent of unexpected demand. Just take a look at WestJet’s current call-waiting time… To make matters worse, call centers are struggling with reduced staff and trying to transition to remote agents at the same time.

Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy

NICE inContact

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. For contact centers, it’s an ideal opportunity to rise to the challenge

Skyrocket Cisco Contact Center Efficiency with Artificial Intelligence

Cisco - Contact Center

Enhancing Call Center Efficiency . The Future of Cisco Contact Centers. In the vast majority of cases the first part, let’s say at least 10%-20% of the time, of a call to a Contact Center, is about data collection, name, the reason for calling, service id, etc.

Contact center customization when it matters most

Talkdesk

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle.

What’s Happening Now with Self-Service and AI? Four Must-Know Call Centre Strategies

NICE inContact

Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that.

The Contact Center’s Role in Building Self-Service

Brad Cleveland

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

Predictive CX Trends for Both Customer and Business Success

Contact Center Pipeline

Technology AI automation bots call center contact center predictive CX self-serviceFor years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction.

Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy

NICE inContact

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. For contact centers, it’s an ideal opportunity to rise to the challenge

The Omnichannel Contact Center: A Guide for 2020 (with Actionable Tips)

Serenova

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. or bad—service.

The Hybrid Contact Center Workforce of 2030

DMG Consulting

The Hybrid Contact Center Workforce of 2030. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. The contact center workforce has already started to change.