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. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

FEBRUARY 14, 2024

Looking at phone data helps businesses know what customers want, where people ask about solar in big numbers, when they call most often, and how well different ways of advertising like internet ads or social media posts work. Call analytics help you understand your customers and what they need. billion by the end of 2030.

Analytics 52

Analytics Marketing Advertising Sales 52

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Fonolo

JUNE 8, 2021

It is common for customers to be frustrated when contacting support, and agents are the most likely to catch the brunt of their rage. It takes someone with great self-control and tremendous disposition to be a successful call center agent, but even the most natural customer service professionals are susceptible to the effects of low morale.

Call Center 133

Call Center Morale Contact Center Technology 133

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. LiquidPlanner. Stack Overflow.

SaaS 98

SaaS Customer centricity Metrics Education 98

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Published on: December 03, 2020.

Analytics 72

Analytics Marketing Technology Management 72

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

CSM Magazine

AUGUST 19, 2021

Reuters Events: Customer Service & Experience 2021 will be returning to the virtual stage on October 5-6th and the event is committed to showcasing the world’s most customer-centric leaders. This is an unmissable opportunity to unlock a glimpse into the future of the service experience!

Chief Customer Officer 40

Chief Customer Officer Customer Service Benchmark Banking 40

CSM Magazine

DECEMBER 2, 2020

Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything.

Analytics 72

Analytics Self service Government Engineering 72

Liveops

NOVEMBER 23, 2021

In terms of customer service activity in the US over the last two quarters, job openings in the US continue to rise — reaching an all-time high in April at over 30% above pre-pandemic levels. In September 2021, federal unemployment benefits ended, and we had some early signs that there would be an impact on job seeker interest.

Advertising 62

Advertising Marketing Chatbots Analytics 62

Enghouse Interactive

MAY 28, 2021

For Housing Associations, customer service is key to success – it is essential to keep customers happy and make it very easy for them to communicate with the organisation. Previously, customer contact has often been limited to office and telephone interactions. Capacity has been a major issue for customer contact.

Customer Service 119

Customer Service Self service Government Banking 119

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021.

Consulting 59

Consulting Consulting Marketing Contact Center 59

ShepHyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Shep Hyken is a customer service and experience expert,? How is AI impacting customer service?

Government 161

Government Healthcare Customer Care Analytics 161

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Small businesses around the world are adopting live chat to offer customer support at home, in the office, or even on-the-go.

Surveys 98

Surveys Marketing Customer Support Sales 98

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

CSM Magazine

DECEMBER 17, 2020

As the evolution of the high street continues, Andrew Howell, Global Marketing Director at K3 Business Technologie s reveals his predictions for the retail industry in 2021. Digital is now key to ensuring those on high street are meeting the customer where they want to be met. This is the very backbone of retail.

Analytics 52

Analytics Technology Marketing Customer Experience 52

Calabrio

FEBRUARY 26, 2021

To ensure our customers received this support, we pivoted our contact center solutions to help customers embrace this new world of work. Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service.

Analytics 52

Analytics Contact Center contact center solutions CRM 52

CSM Magazine

DECEMBER 7, 2020

First, we believe that 2021 will continue to drive overwhelming consumer adoption of Digital Channels. It is about ensuring fast time-to-innovate, so that service organizations can stay one step ahead of consumer expectations. A predictable and clearly segmented workforce is a thing of the past.

Contact Center 52

Contact Center outsourcing Analytics Chatbots 52

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Gamification Contact Center 122

Uniphore

JANUARY 21, 2022

Healthcare compliance and customer service have traditionally been human-led enterprises, staffed by subject experts with access to a vast wealth of manual tools and data. AI-powered analytics optimize patient and member services. Healthcare CX, it seems, is as complicated and convoluted as healthcare compliance.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Hodusoft

DECEMBER 17, 2020

In order to provide superior customer service and enhance customer satisfaction, businesses need to have a seamless call center operation. It also facilitates call monitoring and recording services for quality assurance purposes. Calls can be recorded while agents are conversing with potential customers.

Call Center 59

Call Center call center software Interactive Voice Response Abandon rate 59

delighted

JUNE 3, 2021

A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. For customers who are constantly swapping devices and searching for memorable experiences, Delighted is a great way to reach them wherever they are. . So what does this mean for retail?

Advertising 101

Advertising Entertainment Sales Personalization 101

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Contact Center Pipeline

OCTOBER 30, 2020

As we entered Q4 of a uniquely challenging year, our most-read posts in October reflected that contact center management are well into their annual planning and are looking ahead to 2021 and longer-term people and technology investments.

Contact Center 262

Contact Center Technology Customer Service Management 262

CSM Magazine

DECEMBER 10, 2021

Amazon Connect is an omnichannel cloud contact center service designed to deliver customer services using machine learning (ML), interactive voice response (IVR), and call center routing. “AWS Partners add value to customers across a wide range of industries around the world and are critical to their success.

Interactive Voice Response 52

Interactive Voice Response Technical Support Contact Center contact center solutions 52

CSM Magazine

OCTOBER 5, 2021

The study, entitled “ Health of the Contact Centre 2021: Agent Wellbeing and the Great Resignation, ” surveyed US and UK contact centre agents to uncover transformational opportunities for the contact centre from their perspective. Staffing levels are often low while customer expectations are high.

Surveys 52

Surveys Education Enterprise Analytics 52

Eptica

MARCH 5, 2021

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Published on: March 05, 2021. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically.

Analytics 104

Analytics Marketing Customer Service Management 104

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. New Challenges for Call Centers in 2021. More Flexible Service Solutions. Video customer service is coming.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

APRIL 30, 2021

As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer service for business continuity as well as growth. . Customer Service Trends For 2021 .

Customer Service 352

Customer Service Chatbots Analytics Healthcare 352

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Congratulations to our 2021 Analytics Competition and ONE Award Winners for pushing the boundaries.”.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

3CLogic

APRIL 6, 2021

In this 3CLogic Fireside Chat video, Observe.AI's Co-founder and Chief Revenue Officer, Sharath Keshava Narayana , uncovers the power of Natural Language Processing (NLP) and Natural Language Understanding (NLU) to reveal how organizations are using voice solutions to enable digital transformation and revolutionize the customer service experience.

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52