Let's go back to the future--it is time to start planning now for customer service in 2021

Ian Jacobs

In Forrester's new report " Plan Now For Customer Service in 2021 ," we assess and evaluate five developing customer service technologies according to their potential impact on the customer service experience in the year 2021. This a guest post by Meredith Cain , a Research Associate on the Application Development & Delivery (AD&D) team. Let's take trip back to 1989. One of the big movies of that year was "Back to the Future: Part II."

Let’s go back to the future–it is time to start planning now for customer service in 2021

Ian Jacobs

This a guest post by Meredith Cain, a Research Associate on the Application Development & Delivery (AD&D) team. Let’s take trip back to 1989. One of the big movies of that year was “Back to the Future: Part II.” ” One of the great things about that movie was its view of the future—or, because so much […]. application development & delivery augmented reality

The Race for Location Accuracy

MicroAutomation

The race for location accuracy to 2021 is on! Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality.

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The Versatility of Video: 4 Unexpected Ways Video Helps Your Business

ConvergeOne

Even more staggering, Cisco predicts that by 2021, video will account for 82% of total consumer Internet traffic. In recent years, consumers have increased their engagement with video. HubSpot found that the average user watches 1.5

Webinar: Using AI Tools to Enhance Customer Support With PTC

B2B Customer Service Blog - TeamSupport

With AI spending projected by IDC to reach $58 billion by 2021, investing in the right technology from the start matters more than ever. We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP).

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

billion (with a b) on the upgrade in 2021. I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming.

“Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels

Enghouse Interactive

The analyst’s recent “The Inner Circle Guide to Omnichannel” report looked at the proportion of UK contact centre inbound interactions by channel since 2006, with predictions shown until the end of 2021. per cent by 2021. After all, despite the move away from traditional modes of engagement, the Contact Babel report does indicate that even in 2021, telephone and email together are expected to account for 81.5%

8x8 Launches Speech Analytics and Integration Framework

8x8

Integration with CRM systems: Gartner predicts that by 2021, CRM will be the single largest area of spending in enterprise software. Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. It’s called doing things.”.

Contact Centre Predictions 2019

Enghouse Interactive

Analyst, ContactBabel’s recent The Inner Circle Guide to Omnichannel (UK)” report indicates that even in 2021, telephone and email together are expected to account for 81.5% 2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019.

The Customer Experience is Everything: Join us at Enterprise Connect 2018

8x8

Cloud Communications 2021: Is the Cloud Unavoidable?

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG

DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Customer Service Trends To Watch In 2019

Branch Mesenger

And the growth is only expected to continue: By 2021, it’s predicted that the global user base for mobile messaging apps will have risen by a further 23%. You don’t have to be in any specific job, industry or vertical to understand customer service.

Digital Transformation Revolution

Revation Systems

According to Business Insider , by 2021 $336 billion will be transferred via mobile P2P payments, up from just $60 billion in 2017.

The Customer Experience is Everything: Join us at Enterprise Connect 2018

8x8

Cloud Communications 2021: Is the Cloud Unavoidable? With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. This year, we are all about you!

The Customer Experience is Everything: Join us at Enterprise Connect 2018

8x8

Cloud Communications 2021: Is the Cloud Unavoidable? With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. This year, we are all about you!

Avaya’s Annual Show Highlights Strength, New Directions

Fonolo

The plan for cloud at Avaya is to have 25% of the base in the cloud by 2021 … just three years. Avaya made good use of its annual Avaya ENGAGE® conference to show off its new branding while impressing partners, press, analysts, and customers with its momentum.

Call Center Cloud Conversion Continues

Fonolo

billion by 2021. Most people don’t realize the impressive scale of the contact center industry. Collectively, we spent 190 billion minutes calling a company for help. On the other side of those calls were 3.6 million people working as agents (and those numbers are just for the US).

5 Top Customer Service Articles for the Week of September 25, 2017

ShepHyken

The number of devices connected to IP networks will be three times as high as the global population in 2021. by Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

B2B 78

Contact Center Industry Stats – Technology

Taylor Reach Group

Bots and Chatbots: Gartner predicts that by 2021, more than 50% of enterprises will be spending more per year on bots than traditional mobile app development. Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels.

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG

DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. 3/21/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017.

Enterprise Instant Messaging Speeds up Business Productivity

REVE Systems

Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 13.2 %! In 2011, a group of researchers stated through a research that 54% of Chief Information Officers affirmed the positive sides of real-time workplace communication through Enterprise Instant Messaging Solution.

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report

DMG

The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. 3/12/2018. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

The Jobs Nobody Wants

Branch Mesenger

Truck drivers are facing a shortage of 51,000 this year, and that's projected to rise to 100,000 by 2021, USA Today reported earlier this year. From PepsiCo to Ford, here's a look at the stories we're reading this week: ????These These are the jobs nobody wants. ??Disney Disney employees pay goes ??. ??Are Are Tariffs Killing Blue Jeans? ??PepsiCo PepsiCo CEO Steps Down After Dozen Years. ??Mattress Mattress retailer explores bankruptcy. ??J J Crew Doubles Down on Rewards. ????How

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG

in 2018, 23% in both 2019 and 2020, and 21% in 2021. DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Poised for rapid growth and success, untapped revenue potential in the tens of billions. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG

DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. Mature sector with substantial opportunity. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Faqs You Should Ask When Shifting To Outbound Call Center Solution

Dialer 360

billion by 2021?”. Let’s face it, there are some concerned and important decisions to make an outbound call center solution. With quickly developing innovations, the rise in customers’ expectations and consistently expanding channels require significant changes and updates in the call center solution. Supporting and developing strong customer connections require highly motivated staff and use of right technology.

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG

DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021. DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. 5/10/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017.

Tips for Seasonal Employees Looking for Jobs

Branch Mesenger

workers by 2021, anchored by plans to open a new campus. In America, Memorial Day is the unofficial start of summer. School is out for many college students and winding down for most high schoolers. Temperatures start to crank up, and families are figuring out new routines as the worlds of gainful employment clash with the desire to travel and enjoy the warmer months.

??The Hottest Summer Jobs For 2018

Branch Mesenger

workers by 2021, anchored by plans to open a new campus. Gone are the days of camp counselors and lifeguards. Well, those days aren't gone and while we need plenty of both, it seems that the idea of the summer job is changing. Summer jobs are not just for kids anymore. In fact, you can make the point that fewer and fewer traditional summer appointments are held by teenagers.