CSM Magazine

DECEMBER 10, 2021

” With a legacy of over 40 years in the contact center environment, VoiceFoundry’s expertise is focused on the Amazon Connect portfolio of services. We are pleased to recognize a variety of partners through the APN Partner Awards EMEA 2021.

Interactive Voice Response 52

Interactive Voice Response Technical Support Contact Center contact center solutions 52

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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

3CLogic

MAY 26, 2022

To deliver on these expectations, contact centers must focus even more on customer experience management — carefully overseeing every touchpoint customers have with your organization along their journeys. billion in 2021 and is expected to grow 15.3% Cloud Contact Center Solutions. Customers Demand A Seamless Experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Hodusoft

FEBRUARY 9, 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. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. Video chat . Remote/Hybrid work support .

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Taylor Reach Group

JULY 6, 2018

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. Robotic Process Automation (RPA): 33% of Contact Centers plan to invest in robotics and process automation in the next 2 years (Deloitte). This leaves just 40.9%

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

SharpenCX

AUGUST 4, 2021

I’m giving you 3 projects to refresh your customer service strategy today (plus tips to start them) to round out a better 2021. When you use automation strategically in your contact center, you cut out the tedious tasks that burden your contact center agents. >> Learn more: Get analytics you can act on.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Enghouse Interactive

JANUARY 13, 2021

of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. will have extended Teams to their contact center for voice and 31.1% 43% using video for customer interactions, and 67.2% Using cloud contact center platforms drives more revenue (54.1%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60