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

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

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

UJET

MARCH 22, 2021

The IVR isn’t a topic that gets enough coverage. We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. It’s the end to end customer journey that matters. Modernizing Your IVR.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

3CLogic

MAY 26, 2022

If you are seeing a significant drop in customers or stagnated growth in net new customers, the best way to center the new expectations for customer experience is an informed customer experience strategy that can even help you achieve — and exceed — your revenue goals. Customers Demand A Seamless Experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

3CLogic

JANUARY 5, 2022

While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise. Consider how the contact center landscape changed during 2021 alone. Research from Gallup shows that 45% of U.S.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Interactions

JUNE 24, 2021

Over the past few years, brands have been investing a lot of money, time, and strategy in customer experience. There’s no question that brands– especially the world’s leading brands– understand the impact of a great customer experience. Maybe, but we’re optimistic that customer needs can be met. .

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

Quiq

OCTOBER 28, 2021

We’re thrilled to see so many Quiq clients on Newsweek’s list of Best Online Shops 2021 , which recognizes brands that offer first-rate customer experiences. . We’d like to wholeheartedly congratulate these hardworking brands, who are committed to elevating their customer experiences. Bob’s Discount Furniture .

Chatbots 52

Chatbots Self service Interactive Voice Response Sales 52

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Analytics Marketing 62

Uniphore

OCTOBER 21, 2021

Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Enhanced Self Service with Multimodal Capabilities. PALO ALTO, Calif. ,

Interactive Voice Response 75

Interactive Voice Response Self service Call flow Virtual Agent 75

TechSee

DECEMBER 16, 2021

In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of call centers. The distributed workforce is not just a crisis response; the pandemic proved to many leaders that employees don’t need to be physically onsite to be productive.

Call Center 124

Call Center Self service Gamification Contact Center 124

pindrop

JANUARY 8, 2021

Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine. For fraud and contact center professionals interested in protecting their customers’ internal data – this post will be covering some of the reasons why Pindrop – made this list of distinguished cybersecurity companies. .

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints. AI delivers on its promise.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Fonolo

JANUARY 18, 2022

Resilience was hailed at the start of the pandemic as a new definition of success, but did that continue over 2021? But the truth is, customers were never exactly patient when it came to customer service. That’s why most people don’t like IVR systems, even if they’re advanced.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Noble Systems

JANUARY 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021. The current economic climate along with the continuing impact of the Coronavirus pandemic has put a strain on businesses worldwide to consistently deliver on ever-changing customer expectations. Infographic: Top 5 Customer Behavior Trends For Contact Centers.

Contact Center 68

Contact Center Surveys Analytics Feedback 68

Talkdesk

SEPTEMBER 8, 2020

Delivering exceptional customer service during open enrollment is always a challenge, but promises to be even more complex this year. Members and caregivers are already under stress due to the ongoing COVID-19 pandemic and will only have a limited number of weeks to make healthcare choices for 2021.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

pindrop

JULY 6, 2021

We’ve organized a collection of tools, assets, and other resources to aid contact center leaders in their race to optimize operational costs, improve customer experience, and improve security measures, as organizations restructure and prepare for the road ahead. See How Your Customer Experience Stacks Up Against Theirs.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

Fonolo

MAY 25, 2021

While it may seem like you’re shunning customers, you’re not: when done correctly, a customer who encounters call deflection should leave their customer support journey feeling taken care of, with their issue resolved quickly and painlessly. 5 Best Practices for Great Self-Service Customer Support.

Contact Center 104

Contact Center Self service Interactive Voice Response Call Center 104

Inbenta

MAY 16, 2022

They operate using text-to-speech technology that can break down user responses, and respond appropriately. Before the rise of chatbots, IVRs were the go-to solution for automating customer inquiries. They often left customers feeling frustrated that they couldn’t carry out their tasks. Enter the AI chatbot.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

3CLogic

MARCH 25, 2022

These roles are only becoming more complex as customer expectations rise and call volumes continue to increase — Gartner reports that more than 40% of support leaders saw an increase in contact volume from 2020 to 2021. Voice-enabled self-service that allows customers to remedy an issue without ever speaking to an agent.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

Nicereply

JUNE 24, 2021

To raise CSAT even a couple of percentage points would take a lot of time, and not even result in a massive change in customer loyalty or perception. For teams in this position, initiating a CES program can provide new avenues for improving the customer experience and building customer loyalty. Potential CES Issues.

Customer effort 81

Customer effort Surveys Metrics Feedback 81

TechSee

APRIL 26, 2021

On the one hand, every business needs to save money and customer service is generally the first on the chopping block. A January 2021 survey found that 65% of U.S. At the same time, organizations realize that they must be fully focused on each customer’s needs. Stage 3: Visual Self-Service.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Fonolo

APRIL 27, 2021

By offering call-backs , customers are empowered to save their place in the phone queue, hang up, and receive a call-back when the next available agent is free. The business case for call-backs is clear: they smooth out call spikes, improve the customer experience, lower your telco costs, and reduce abandonment rates.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Uniphore

JUNE 10, 2021

25% Lack of self-service options. Getting the employee experience right is essential to developing and retaining top talent. Basing automation tech “success” on the employee experience. Use Self-Service to Handle High Call Volume. Direct your Callers to Effortless Digital Customer Service With Visual IVR.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

pindrop

OCTOBER 21, 2021

Contact centers have been constantly transforming and reinventing themselves with a focus on improving customer experience. Growing call volume, greater competition for customer retention, and pressure to increase revenue have all contributed to contact centers becoming the focal point of customer interactions.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

CSM Magazine

AUGUST 4, 2021

Due in large part to the pandemic, closed branches, and social distancing guidelines, our research shows customers tried digital before turning to agent-led support channels in 2021. These shifts in behavior represent huge potential savings when self-service works effectively. But how is she making customers feel?

Banking 52

Banking Customer Experience Customer Service Contact Center 52

Hodusoft

MARCH 21, 2024

In response to constant technological advancements and changing global trends, the BPO industry has evolved into a significant player in the global economy. from 2021 to 2028. Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Read More How HoduCC-Omnichannel CX Suite Help BPOs address Their Key challenges?

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Expivia

JANUARY 19, 2021

You guys may think I am crazy, but I think I found the technology that will be changing the customer service and customer experience industry to levels we have never thought of. or we are trying to make interactions shorter, more cost-effective, or easier for the customer. But what are those things doing?

Technology 52

Technology Customer Experience Brand ambassadors Chatbots 52

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Use interactive voice response (IVR) to match customers with the most appropriate agent for the issue at hand.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Blueship Call Center

JUNE 30, 2021

For a very long time, businesses that used to outsource call center companies relied on the track record of vendors i.e., their past experience and successfully completed projects. One would want his call center to be an epitome of quality, highly consistent and dedicated solely to the customers. Multi-Channel Support.

outsourcing 40

outsourcing Call Center Multi-channel support Healthcare 40

SharpenCX

MAY 27, 2021

And 82% of customers have stopped doing business with a company because of their bad customer experience. . Statistics like these make almost every customer service leader shudder (the good ones, at least). All this research on customer service reveals the priorities you try to juggle. What’s more?

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

Playvox

OCTOBER 19, 2021

in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. Degraded customer experience. If you don’t have enough agents, your customers will be negatively impacted. unemployment rate was 5.4%

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

pindrop

OCTOBER 22, 2021

The key is NOT focusing on activities and cost components but looking at the holistic customer experience and improving it through digital technologies and platforms. The savings mainly stemmed from increased IVR containment and agent leg reduction in average handle times. Doing so can lead to millions of dollars in savings.

Average Handle Time 62

Average Handle Time Interactive Voice Response Call Center Banking 62

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. Furthermore, it doesn’t charge any maintenance fees.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

ViiBE Blog

JULY 30, 2021

Call Center , Customer experience , Remote operations. July 30, 2021. Contact center agents strive to make customer experiences seamless, satisfying, and of the utmost quality across channels that work best for their special customers. How to enhance the contact center experience. ViiBE Blog.

Contact Center 52

Contact Center Automotive Transportation Analytics 52