Input your email to sign up, or if you already have an account, log in here!

I forgot my password
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Enter your email address to reset your password.
A temporary password will be e‑mailed to you.

Nevermind, I remember my password
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

BE IN THE KNOW ON

Customer Contact Central

Expert insights. Personalized for you.

We organize all of the trending information in your field so you don't have to.
Join 35,000+ users and stay up to date on the latest articles your peers are reading.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
  • Newsletter
  • About You
  • Verify
  • Social
  • Interests
  • Company

Get the good stuff

Subscribe to the following Customer Contact Central newsletters:

You must accept the Privacy Policy and Terms & Conditions to proceed.

 Terms and Conditions and  Privacy Policy
We request your consent to allow us to send you newsletters and resources (webinars, eBooks, white papers) to the email address you have provided.
More More Details
If you do provide consent, you may change your mind and unsubscribe at any time. If you would like to unsubscribe or have any questions, you can click on the unsubscribe links in our messages or contact us using the information below. For information about how we use information you provide to us, please read our Privacy Policy.

For Canadian Residents: By providing your consent below, you are expressly agreeing that we may email you under Canada's Anti-Spam Law. For more information on this law, you may visit the Government of Canada's site.

For European Union Residents: By providing your consent below, you are expressly agreeing that we may email you under European Union General Data Protection Regulation (Regulation (EU) 2016/679). For more information on this regulation, you may visit the European Union's site. Additional details.

Contact Information:
Aggregage
info@aggregage.com
525 South Douglas St., Suite 260, El Segundo, CA 90245

You know about us, now we want to get to know you!

Check your mail

We've sent an email to . Please verify that you have received the email.

We have resent the email to

Let's personalize your content

Use social media to find articles

We can use your profile and the content you share to understand your interests and provide content that is just for you.

Turn this off at any time. Your social media activity always remains private.

Let's get even more personalized

Choose topics that interest you.

So, what do you do?

Are you sure you want to cancel your subscriptions?

Changing Country?

Accept Terms & Conditions

It looks like you are changing your country/region of residence. In order to receive our emails, you must expressly agree. You can unsubscribe at any time by clicking the unsubscribe link at the bottom of our emails.

You appear to have previously removed your acceptance of the Terms & Conditions.

 Terms and Conditions and Privacy Policy
We request your consent to allow us to send you newsletters and resources (webinars, eBooks, white papers) to the email address you have provided.
More More Details
If you do provide consent, you may change your mind and unsubscribe at any time. If you would like to unsubscribe or have any questions, you can click on the unsubscribe links in our messages or contact us using the information below. For information about how we use information you provide to us, please read our Privacy Policy.

For Canadian Residents: By providing your consent below, you are expressly agreeing that we may email you under Canada's Anti-Spam Law. For more information on this law, you may visit the Government of Canada's site.

For European Union Residents: By providing your consent below, you are expressly agreeing that we may email you under European Union General Data Protection Regulation (Regulation (EU) 2016/679). For more information on this regulation, you may visit the European Union's site. Additional details.

Contact Information:
Aggregage
info@aggregage.com
525 South Douglas St., Suite 260, El Segundo, CA 90245

We noticed that you changed your country/region of residence; congratulations! In order to make this change, you must accept the Aggregage Terms and Conditions and Privacy Policy. Once you've accepted, then you will be able to choose which emails to receive from each site.

You appear to have previously removed your acceptance of the Terms & Conditions.

You must choose one option

 Terms and Conditions and Privacy Policy
Continue

Please choose which emails to receive from each site.

  • Update All Sites
  • Update Each Site

Please verify your previous choices for all sites

Sites have been updated - click Submit All Changes below to save your changes.

We request your consent to allow us to send you newsletters and resources (webinars, eBooks, white papers) to the email address you have provided.
More More Details
If you do provide consent, you may change your mind and unsubscribe at any time. If you would like to unsubscribe or have any questions, you can click on the unsubscribe links in our messages or contact us using the information below. For information about how we use information you provide to us, please read our Privacy Policy.

For Canadian Residents: By providing your consent below, you are expressly agreeing that we may email you under Canada's Anti-Spam Law. For more information on this law, you may visit the Government of Canada's site.

For European Union Residents: By providing your consent below, you are expressly agreeing that we may email you under European Union General Data Protection Regulation (Regulation (EU) 2016/679). For more information on this regulation, you may visit the European Union's site. Additional details.

Contact Information:
Aggregage
info@aggregage.com
525 South Douglas St., Suite 260, El Segundo, CA 90245
  • Newsletter
  • About You
  • Social
  • Interests

Get the good stuff

Subscribe to the following Customer Contact Central newsletters:

You must accept the Privacy Policy and Terms & Conditions to proceed.

 Terms and Conditions and  Privacy Policy
We request your consent to allow us to send you newsletters and resources (webinars, eBooks, white papers) to the email address you have provided.
More More Details
If you do provide consent, you may change your mind and unsubscribe at any time. If you would like to unsubscribe or have any questions, you can click on the unsubscribe links in our messages or contact us using the information below. For information about how we use information you provide to us, please read our Privacy Policy.

For Canadian Residents: By providing your consent below, you are expressly agreeing that we may email you under Canada's Anti-Spam Law. For more information on this law, you may visit the Government of Canada's site.

For European Union Residents: By providing your consent below, you are expressly agreeing that we may email you under European Union General Data Protection Regulation (Regulation (EU) 2016/679). For more information on this regulation, you may visit the European Union's site. Additional details.

Contact Information:
Aggregage
info@aggregage.com
525 South Douglas St., Suite 260, El Segundo, CA 90245

You know about us, now we want to get to know you!

We've sent an email to . Please verify that you have received the email.

We have resent the email to

Let's personalize your content

Use social media to find articles

We can use your profile and the content you share to understand your interests and provide content that is just for you.

Turn this off at any time. Your social media activity always remains private.

Let's get even more personalized

Choose topics that interest you.

Chatbots – now's the time to take them seriously

Eckoh

APRIL 21, 2020

Credence Research estimated that the global Chatbots market will experience 'exponential growth' in the years up to 2023 [2]. Chatbots are now being taken seriously because they support your agents, take secure payments and reduce queues. MORE

Chatbots Contact Center Enterprise Self service 52
>

Top 5 Customer Experience Trends for 2021

Inbenta

JANUARY 25, 2021

Laws and regulations such as GDPR and the California Privacy Act (which won’t be active until 2023) will shape how companies manage customer data going forward. Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue. MORE

Customer Experience Self service Chatbots Personalization 82
>

Welcome to the Virtual Age of Contact Centers

NobelBiz

JUNE 16, 2020

Market predictions show a steady 3% growth in the Contact industry by 2023 thanks to high-tech solutions that are bringing the industry in the virtual age. MORE

Marketing Contact Center 52
>

Consultants vs. Staffing vs. ESG: What’s the Difference?

Education Services Group

MARCH 4, 2021

billion by 2023. We talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG. MORE

Consulting Consulting Journey mapping outsourcing 52
>

How to Launch Knowledge Management Fast for Better WFH Customer Service

Mindtouch

JULY 15, 2020

By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019. MORE

Management Customer Service Marketing Technology 62
>

5 Ways to Remove Friction in Your Customer Support Channels in 2021

Fonolo

DECEMBER 3, 2020

The biometric system market is expected to grow to $33 billion by 2023. Over the past few years, CX has become more than just a hot topic. It’s become the heart of business conversations. MORE

Customer Support Self service Chatbots Call Center 111
>

2021 SaaS Statistics and Trends: The Ultimate Collection

SmartKarrot

NOVEMBER 23, 2020

Worldwide public SaaS spending would more than double from 2019 to 2023. According to International Data Corporation (IDC), with a five-year CAGR of 22.3%, public cloud spending would grow from $229bn in 2019 to around $500bn in 2023. MORE

SaaS Telecommunications Government Analytics 52
>

How AI will change the face of customer experience

VocalCom

JUNE 24, 2020

Gartner estimates that by 2023, 30% of customer service businesses will deliver proactive services by using AI-enabled process orchestration and continuous intelligence. MORE

Chatbots Analytics Technology Education 62
>

Guest Post: Customer Service Automation During COVID-19. When and How to Use it Right.

ShepHyken

JUNE 26, 2020

112 billion projected value of chatbot eCommerce transactions by 2023” Juniper Research. This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19. MORE

Chatbots Customer Service Sales Customer Support 190
>

The New UC Experience Designed For You

Avaya

OCTOBER 11, 2016

Some research firms expect the market to top $96 billion as soon as 2023. There’s no shortage of industry research that indicates massive continued growth for the unified communications (UC) market. Last year, for example, Gartner projected the global UC market to increase from $40.9 billion in 2014 to $42.4 billion by 2019 as a result of growing demand for cloud-based services and digital transformation. Demand for UC is clear. MORE

Enterprise Marketing Technology Customer Experience 66
>

The Central Role of Computer Vision in Multiexperience

TechSee

AUGUST 12, 2020

The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text. MORE

Entertainment Self service Engineering Technology 109
>

3 Reasons Why Conversational AI is Crucial to Your Digital Transformation Strategy

Interactions

NOVEMBER 14, 2019

trillion between 2020 and 2023. Digital Transformation has become the “it” topic for senior leaders across all industries. In fact, according to IDC , direct Digital Transformation investment spending will approach $7.4 And, with the digital native generation entering the consumer stage and the majority of consumers becoming more connected, the pressure for digital transformation is on. . MORE

Personalization Customer Experience Customer Care Enterprise 69
>

The Dynamic Duo of Momentum and Microsoft Teams

Momentum Telecom

FEBRUARY 11, 2020

Gartner Says Worldwide Social Software and Collaboration Revenue to Nearly Double by 2023. Unified communication and collaboration platforms are no longer a niche product. For many businesses, they’re now essential for connecting employees and getting work done — whether it’s across the office hallway or across the country, from a desk or on a mobile device. And this approach to work likely will only to grow in popularity. MORE

Enterprise Call Center Customer Support Marketing 40
>

The State of Bots in 2019: Successes and Failures

Fonolo

JANUARY 22, 2019

In an article by Retail Dive, “Juniper estimates that by 2023 over 70% of chatbots accessed will be retail based.” “We are in the Era of the Customer, ” says Shep Hyken. We are indeed. It’s a modern reality where customers call the shots, armed with the knowledge that they have options. This includes their expectation of a certain level of customer experience, one that is seamless, omnichannel, and with bot offerings. MORE

Gamification Contact Center Sales Chatbots 79
>

New to Working Remotely? Three Perspectives to Consider for the Short Term and the Long Run

Momentum Telecom

MARCH 30, 2020

It’s now a standard tool in many businesses, with the market for these solutions expected to almost double by 2023?. If yours is like many companies worldwide, you recently may have made an abrupt switch to working remotely. MORE

Abandon Call Morale Government SaaS 82
>

34 Key Contact Center Stats – Track Your Success in 2020

Babelforce

OCTOBER 2, 2020

Globally, the cloud-based contact center market is on track to reach USD $24 billion by 2023. 2020 is speeding by – and it hasn’t been easy for anyone. So what does success look like in a year when the rules went out the window? MORE

Contact Center APIs Chatbots Education 52
>

Contact Centers: Ahead of the Curve on Quality Management

Monet Software

OCTOBER 4, 2018

The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023. It always feels good to be ahead of a trend. And that’s how contact center managers might feel after reading a new market research report on quality management. MORE

Quality management Contact Center Management Marketing 48
>

Is there new life for the IVR in the cloud? You bet.

Nuance

OCTOBER 3, 2019

Gartner is predicting that, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service […] The post Is there new life for the IVR in the cloud? Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming customer experience—and that needs to change. MORE

Self service Enterprise Call Center Customer Experience 40
>

Talkdesk Among Vendors for Four Pillars of Customer Service in Gartner Report

Talkdesk

JANUARY 2, 2020

By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. MORE

Multichannel Enterprise Self service Contact Center 79
>

Remote Agent Recording is Now Imperative

OrecX

OCTOBER 14, 2020

Gartner also reports that "35% of the customer experience workforce will work from home by 2023, up from 5% in 2017.". According to Gartner Group, "71% of contact center agents are currently working from home." MORE

voip Analytics Call Center Service level 68
>

5 Top Customer Service Articles for the Week of September 2, 2019

ShepHyken

SEPTEMBER 2, 2019

A Gartner survey claims that by 2023 more than 40% of customer service will be automated. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. MORE

Customer Service Surveys Management Customer Support 178
>

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

Beyond Philosophy

SEPTEMBER 13, 2018

Experts estimate in five years there will be over a billion (with a b) 5G device users by 2023. 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. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide. MORE

Wireless Telecommunications Customer emotions Technology 188
>

The Contact Center of the Future in the Distributed Workforce Era

TechSee

SEPTEMBER 3, 2019

billion by 2023, up from USD 6.47 As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations. MORE

Contact Center B2C outsourcing Enterprise 84
>

Speech Analytics: Soon to Be a $2.5 Billion Market

Monet Software

APRIL 9, 2018

billion by 2023, rising at a market growth of 17%. According to the new report Global Speech Analytics Market , published by KBV research, the international market size for speech analytics technology is expected to reach $2.5 Why is this happening? At the contact center the answer is obvious: merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels. MORE

Analytics Marketing Customer retention Contact Center 48
>

New Gartner Report Ties Knowledge Management to Superior Customer Service

Mindtouch

MARCH 5, 2020

As Gartner predicts, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.” If we’re sure of one thing, it’s that customers are in the driver’s seat —now, more than ever. MORE

Best practices Engineering Management Customer Service 62
>

Small Business Guide to Live Chat in 2021

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. MORE

Surveys CRM Marketing Customer Support 63
>

Customer service trends for 2021: Top analyst predictions

TechSee

JANUARY 26, 2021

In fact, the IDC predicts that by 2023, enterprises that excel at delivering empathy and safety at scale will outperform those that don’t by 40 percent! The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts. MORE

Customer Service Healthcare Banking Surveys 109
>

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report

DMG Consulting

MARCH 11, 2021

DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025. DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. New-gen WFM uniquely positioned to address pandemic-related challenges. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021. MORE

Consulting Consulting Contact Center Gamification 54
>

Nearshore Outsourcing Spotlight: Jamaica

Outsource Consultants

AUGUST 19, 2019

With more than 26,000 active call center employees, Jamaica’s BPO industry is growing fast, with around 50,000 dedicated employees expected by the end of 2023. Savvy business leaders trust outsourcing to offer competitive operational costs while maintaining customer-centric service. . That’s why – more and more – businesses look to Caribbean BPO locations for the best of both worlds. Jamaica is no exception. MORE

outsourcing Telecommunications Government Call Center 60
>

Excellent Ratings Sees EDF Reappoint Kura to Provide Customer Services

CSM Magazine

DECEMBER 1, 2020

project in Scotland which will be ready in 2023. A leading UK outsourcing business has been successfully reappointed by EDF to provide customer service on behalf of the energy firm, which is rated ‘Excellent’ on consumer review website, Trust Pilot. MORE

Construction outsourcing Finance Customer Service 52
>

Investing in CX: A CFOs Guide to Automation

Interactions

OCTOBER 1, 2020

According to Gartner, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. . The ROI of CX . Many companies claim to be customer-centric. MORE

Finance Technology Customer centricity Self service 62
>

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Contact Center Pipeline

DECEMBER 15, 2020

Well before the pandemic, Gartner was forecasting that 35% of customer experience workers would be working from home by 2023, while other experts noted that perhaps 25% to 50% already did. MORE

Management Coaching Customer Experience Contact Center 180
>

The Benefits of CXP 20

Aspect

JANUARY 25, 2021

Gartner predicts that “by 2023, 25 percent of employee interactions with applications will be via voice, up from under 3 percent in 2019. MORE

Self service APIs Chatbots Engineering 93
>

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level. MORE

Consulting Consulting Analytics Gamification 62
>

Is there new life for the IVR in the cloud? You bet.

Nuance

OCTOBER 3, 2019

Gartner is predicting that, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service […] The post Is there new life for the IVR in the cloud? Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming customer experience—and that needs to change. MORE

Self service Call Center Customer Experience 53
>

New WFM Report Highlights Social Media

Monet Software

OCTOBER 30, 2018

billion in 2023. The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and performance these solutions provide. According to one new study, the global WFM market size will increase from $4.49 billion (in 2016) to $7.37 That averages about 10% growth every year. One of the reasons for this trend is the increasing role of social media in customer engagement. MORE

Best practices Contact Center Call Center Marketing 55
>

5 Proven Ways to Make your Contact Center RPA Successful

TechSee

DECEMBER 9, 2020

Forrester reports that despite the market potential to reach $12 billion by 2023, more than half of deployed RPA solutions have not scaled beyond ten robots. MORE

Contact Center Technical Support Metrics CRM 109
>

Using AI to Reduce Bank Operating Costs

Revation Systems

MARCH 4, 2020

billion globally by 2023 – up from an estimated $209 million in 2019. Digital transformation is booming right now. Smartphones are everywhere and because of the ubiquity of technology, consumers have grown to rely on their devices with the expectation of instant communication with a business. MORE

Banking Chatbots Technology Self service 62
>

Multiexperience Strategy: The New Apex of the Customer Journey

TechSee

APRIL 28, 2020

Gartner has placed the development of the MX customer journey amongst the top technology trends of 2020, and has predicted that by 2023 , “more than 25% of the mobile apps, progressive web apps and conversational apps at large enterprises will be built and/or run through an MX development platform.” MORE

Entertainment Enterprise Technology Multichannel 119
>

Chatbots – is it love at first click?

Eckoh

APRIL 21, 2020

Credence Research estimated that the global Chatbots market will experience 'exponential growth' in the years up to 2023 [2]. Chatbots are now being taken seriously because they can support your contact center agents, boost customer loyalty and save a fortune if used in the right way. MORE

Chatbots Contact Center Enterprise Self service 52
>

Verint Speakers: Marketing Should Evolve as Customer Preferences Do

Verint

FEBRUARY 2, 2018

Marketing in the Year 2023. MarTech Magnified: Evolve Your Marketing with Changing MarTech. February 2; Tysons Corner, Virginia. Verint’s Nancy Porte, vice president, global customer experience, will be part of a panel presenting “Customer Experience, Customer Success, Customer Retention: Are They All the Same?” from 4 to 4:45 p.m. MORE

Marketing Customer retention Customer Experience Management 22
>
Click: 0
Search: 0

This site uses cookies to improve your experience. By viewing our content, you are accepting the use of cookies. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country we will assume you are from the United States. View our privacy policy and terms of use.

InformaTech

  • Coaching
  • Customer centricity
  • Customer retention
  • Personalization
  • Virtual Agent
  • Metrics

Customer Contact Central

Expert insights. Personalized for you.

brought to you by

CCNG

brought to you by CCNG

  • LinkedIn Twitter
  • Search
    Search:
  • Editions
    See the top articles from:
    DAY WEEK MONTH YEAR
    Today
    Yesterday
    Tue.Apr 20
    Mon.Apr 19
    Sun.Apr 18
    Sat.Apr 17
    This Week
    Last Week
    Apr 03 - Apr 09
    Mar 27 - Apr 02
    Mar 20 - Mar 26
    Mar 13 - Mar 19
    This Month
    Last Month
    February, 2021
    January, 2021
    December, 2020
    November, 2020
    This Year
    Last Year
    2019
    2018
    2017
    2016
    MORE MORE MORE MORE
  • USA
    Select your country:
  • Sign up | Log in
Search:
Select your country:
  • Topics
    • Customer Experience
      • Customer Experience
      • Customer centricity
      • Journey mapping
      • Self service
      • Customer Service
      • Customer effort
      • Multichannel
      • Feedback
      • Surveys
      • Consulting
      • More Topics like Customer Experience 
    • Customer Service
      • Customer Service
      • Customer Support
      • Self service
      • Chatbots
      • Multichannel
      • Customer Care
      • Multi-channel support
      • Wait times
      • Call Center
      • Customer Experience
      • More Topics like Customer Service 
    • Contact Center
      • Contact Center
      • Contact center software
      • contact center solutions
      • Cloud contact
      • Call Center
      • Quality management
      • contact center workforce
      • Average Handle Time
      • Service level
      • Abandon rate
      • More Topics like Contact Center 
    • Analytics
      • Analytics
      • Big data
      • Quality management
      • CRM
      • Gamification
      • Interactive Voice Response
      • First call resolution
      • contact center solutions
      • contact center workforce
      • Metrics
      • More Topics like Analytics 
    • More Topics 
  • Resources
    • Webinar Series
      • The Connected Journey: Developing your Empathy
      • Customer Success Needs to Grow (Up)
      • Moving to the Cloud
      • Customer Experience
      • What Do Your Employees Need to Provide Outstanding Customer Experiences?
      • Humanize Your Brand
      • Implementing Virtual Agents: Where to Start, and How to Finish
      • How a Top 25 Most Trusted Brand Handed Their CX to AI
      • IVA is the New IVR
      • 2020 Community Trends Series
      • CX Trends for Success
      • Ask the Experts: Conversational AI Automation Step-by-Step
      • 4 Strategies to Boost Agent Productivity
      • Going Digital at the Speed of Business
      • Beyond the Hype: Contact Center AI That Works
      • The Future of Contact Centers
      • Top Priorities in Customer-Centric Contact Centers
      • The Omnichannel Olympics: Transform to Perform
      • The Evolution of Support: How to Manage Customer Support In an Era of Self-help
      • Good, Better, Best: Three Ways to Calculate the ROI
      • 4 Ways AI-powered Virtual Agents Automate the Contact Center
      • Workforce Engagement Management Masterclass
      • See All 
    • White Papers/eBooks/Guides
      • Have resources to share?
        Submit Your Own!
    • Articles
      • Stay At Home Reading List
    • Widgets
      • Build a Widget
      • Build a Content Widget
  • Learn More
    • Learn More 
    • Participate in Customer Contact Central 
    • 2018 Customer Contact Central MVP Awards 
    • Support 
    • Awards
      • 2019 Customer Contact Central MVP Awards
      • 2020 Customer Contact Central MVP Awards
    • Advertise 
    • Add a Source 
  • What's This?

  • Sign up | Log in
  • Topics
    • Customer Experience
      • Customer Experience
      • Customer centricity
      • Journey mapping
      • Self service
      • Customer Service
      • Customer effort
      • Multichannel
      • Feedback
      • Surveys
      • Consulting
      • More Topics like Customer Experience 
    • Customer Service
      • Customer Service
      • Customer Support
      • Self service
      • Chatbots
      • Multichannel
      • Customer Care
      • Multi-channel support
      • Wait times
      • Call Center
      • Customer Experience
      • More Topics like Customer Service 
    • Contact Center
      • Contact Center
      • Contact center software
      • contact center solutions
      • Cloud contact
      • Call Center
      • Quality management
      • contact center workforce
      • Average Handle Time
      • Service level
      • Abandon rate
      • More Topics like Contact Center 
    • Analytics
      • Analytics
      • Big data
      • Quality management
      • CRM
      • Gamification
      • Interactive Voice Response
      • First call resolution
      • contact center solutions
      • contact center workforce
      • Metrics
      • More Topics like Analytics 
    • All Topics 
  • Resources
    • Webinar Series
      • The Connected Journey: Developing your Empathy
      • Customer Success Needs to Grow (Up)
      • Moving to the Cloud
      • Customer Experience
      • What Do Your Employees Need to Provide Outstanding Customer Experiences?
      • Humanize Your Brand
      • Implementing Virtual Agents: Where to Start, and How to Finish
      • How a Top 25 Most Trusted Brand Handed Their CX to AI
      • IVA is the New IVR
      • 2020 Community Trends Series
      • CX Trends for Success
      • Ask the Experts: Conversational AI Automation Step-by-Step
      • 4 Strategies to Boost Agent Productivity
      • Going Digital at the Speed of Business
      • Beyond the Hype: Contact Center AI That Works
      • The Future of Contact Centers
      • Top Priorities in Customer-Centric Contact Centers
      • The Omnichannel Olympics: Transform to Perform
      • The Evolution of Support: How to Manage Customer Support In an Era of Self-help
      • Good, Better, Best: Three Ways to Calculate the ROI
      • 4 Ways AI-powered Virtual Agents Automate the Contact Center
      • Workforce Engagement Management Masterclass
      • See All 
    • White Papers/eBooks/Guides
      • Have resources to share?
        Submit Your Own!
    • Articles
      • Stay At Home Reading List
    • Widgets
      • Build a Widget
      • Build a Content Widget
  • Learn More
    • Learn More 
    • Participate in Customer Contact Central 
    • 2018 Customer Contact Central MVP Awards 
    • Awards
      • 2019 Customer Contact Central MVP Awards
      • 2020 Customer Contact Central MVP Awards
    • Advertise 
    • Add a Source 
  • What's This?
  • See all the top articles from
    • DAY
      • Today
      • Yesterday
      • Tue.Apr 20
      • Mon.Apr 19
      • Sun.Apr 18
      • Sat.Apr 17
    • WEEK
      • This Week
      • Last Week
      • Apr 03 - Apr 09
      • Mar 27 - Apr 02
      • Mar 20 - Mar 26
      • Mar 13 - Mar 19
    • MONTH
      • This Month
      • Last Month
      • February, 2021
      • January, 2021
      • December, 2020
      • November, 2020
    • YEAR
      • This Year
      • Last Year
      • 2019
      • 2018
      • 2017
      • 2016

Remove 2023 Related Topics
Chatbots Self service Interactive Voice Response Virtual Agent Gamification Customer Support Wait times Customer retention Analytics Customer Care More Related Topics >

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Contact Center Pipeline

DECEMBER 15, 2020

Well before the pandemic, Gartner was forecasting that 35% of customer experience workers would be working from home by 2023, while other experts noted that perhaps 25% to 50% already did.

Management 180
More
Management Coaching Customer Experience Contact Center 180

Welcome to the Virtual Age of Contact Centers

NobelBiz

JUNE 16, 2020

Market predictions show a steady 3% growth in the Contact industry by 2023 thanks to high-tech solutions that are bringing the industry in the virtual age.

Marketing 52
More
Marketing Contact Center 52
Join 35,000+
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

  • Beyond Philosophy
  • Contact Center Pipeline
  • Steve DiGioia
  • CX Global Media

Is there new life for the IVR in the cloud? You bet.

Nuance

OCTOBER 3, 2019

Gartner is predicting that, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service […] The post Is there new life for the IVR in the cloud? Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming customer experience—and that needs to change.

Self service 53
More
Self service Call Center Customer Experience 53

Is there new life for the IVR in the cloud? You bet.

Nuance

OCTOBER 3, 2019

Gartner is predicting that, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service […] The post Is there new life for the IVR in the cloud? Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming customer experience—and that needs to change.

Self service 40
More
Self service Enterprise Call Center Customer Experience 40

Multiexperience Strategy: The New Apex of the Customer Journey

TechSee

APRIL 28, 2020

Gartner has placed the development of the MX customer journey amongst the top technology trends of 2020, and has predicted that by 2023 , “more than 25% of the mobile apps, progressive web apps and conversational apps at large enterprises will be built and/or run through an MX development platform.”

Entertainment 119
More
Entertainment Enterprise Technology Multichannel 119

Remote Agent Recording is Now Imperative

OrecX

OCTOBER 14, 2020

Gartner also reports that "35% of the customer experience workforce will work from home by 2023, up from 5% in 2017.". According to Gartner Group, "71% of contact center agents are currently working from home."

voip 68
More
voip Analytics Call Center Service level 68

Guest Post: Customer Service Automation During COVID-19. When and How to Use it Right.

ShepHyken

JUNE 26, 2020

112 billion projected value of chatbot eCommerce transactions by 2023” Juniper Research. This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19.

Chatbots 190
More
Chatbots Customer Service Sales Customer Support 190

The Benefits of CXP 20

Aspect

JANUARY 25, 2021

Gartner predicts that “by 2023, 25 percent of employee interactions with applications will be via voice, up from under 3 percent in 2019.

Self service 93
More
Self service APIs Chatbots Engineering 93

5 Top Customer Service Articles for the Week of September 2, 2019

ShepHyken

SEPTEMBER 2, 2019

A Gartner survey claims that by 2023 more than 40% of customer service will be automated. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan.

Customer Service 178
More
Customer Service Surveys Management Customer Support 178

5 Ways to Remove Friction in Your Customer Support Channels in 2021

Fonolo

DECEMBER 3, 2020

The biometric system market is expected to grow to $33 billion by 2023. Over the past few years, CX has become more than just a hot topic. It’s become the heart of business conversations.

Customer Support 111
More
Customer Support Self service Chatbots Call Center 111

How to Launch Knowledge Management Fast for Better WFH Customer Service

Mindtouch

JULY 15, 2020

By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.

Management 62
More
Management Customer Service Marketing Technology 62

Top 5 Customer Experience Trends for 2021

Inbenta

JANUARY 25, 2021

Laws and regulations such as GDPR and the California Privacy Act (which won’t be active until 2023) will shape how companies manage customer data going forward. Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue.

Customer Experience 82
More
Customer Experience Self service Chatbots Personalization 82

InformaTech

InformaTech

Guest Post: Customer Service Automation During COVID-19. When and How to Use it Right.

ShepHyken

JUNE 26, 2020

112 billion projected value of chatbot eCommerce transactions by 2023” Juniper Research. This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19.

Chatbots 190
More
Chatbots Customer Service Sales Customer Support 190

Customer service trends for 2021: Top analyst predictions

TechSee

JANUARY 26, 2021

In fact, the IDC predicts that by 2023, enterprises that excel at delivering empathy and safety at scale will outperform those that don’t by 40 percent! The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts.

Customer Service 109
More
Customer Service Healthcare Banking Surveys 109

The Central Role of Computer Vision in Multiexperience

TechSee

AUGUST 12, 2020

The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text.

Entertainment 109
More
Entertainment Self service Engineering Technology 109

5 Proven Ways to Make your Contact Center RPA Successful

TechSee

DECEMBER 9, 2020

Forrester reports that despite the market potential to reach $12 billion by 2023, more than half of deployed RPA solutions have not scaled beyond ten robots.

Contact Center 109
More
Contact Center Technical Support Metrics CRM 109

Talkdesk Among Vendors for Four Pillars of Customer Service in Gartner Report

Talkdesk

JANUARY 2, 2020

By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company.

Multichannel 79
More
Multichannel Enterprise Self service Contact Center 79

2021 SaaS Statistics and Trends: The Ultimate Collection

SmartKarrot

NOVEMBER 23, 2020

Worldwide public SaaS spending would more than double from 2019 to 2023. According to International Data Corporation (IDC), with a five-year CAGR of 22.3%, public cloud spending would grow from $229bn in 2019 to around $500bn in 2023.

SaaS 52
More
SaaS Telecommunications Government Analytics 52

Contact Centers: Ahead of the Curve on Quality Management

Monet Software

OCTOBER 4, 2018

The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023. It always feels good to be ahead of a trend. And that’s how contact center managers might feel after reading a new market research report on quality management.

Quality management 48
More
Quality management Contact Center Management Marketing 48

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report

DMG Consulting

MARCH 11, 2021

DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025. DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. New-gen WFM uniquely positioned to address pandemic-related challenges. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 54
More
Consulting Consulting Contact Center Gamification 54

How AI will change the face of customer experience

VocalCom

JUNE 24, 2020

Gartner estimates that by 2023, 30% of customer service businesses will deliver proactive services by using AI-enabled process orchestration and continuous intelligence.

Chatbots 62
More
Chatbots Analytics Technology Education 62

New to Working Remotely? Three Perspectives to Consider for the Short Term and the Long Run

Momentum Telecom

MARCH 30, 2020

It’s now a standard tool in many businesses, with the market for these solutions expected to almost double by 2023?. If yours is like many companies worldwide, you recently may have made an abrupt switch to working remotely.

Abandon Call 82
More
Abandon Call Morale Government SaaS 82

Speech Analytics: Soon to Be a $2.5 Billion Market

Monet Software

APRIL 9, 2018

billion by 2023, rising at a market growth of 17%. According to the new report Global Speech Analytics Market , published by KBV research, the international market size for speech analytics technology is expected to reach $2.5 Why is this happening? At the contact center the answer is obvious: merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels.

Analytics 48
More
Analytics Marketing Customer retention Contact Center 48

New WFM Report Highlights Social Media

Monet Software

OCTOBER 30, 2018

billion in 2023. The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and performance these solutions provide. According to one new study, the global WFM market size will increase from $4.49 billion (in 2016) to $7.37 That averages about 10% growth every year. One of the reasons for this trend is the increasing role of social media in customer engagement.

Best practices 55
More
Best practices Contact Center Call Center Marketing 55

Nearshore Outsourcing Spotlight: Jamaica

Outsource Consultants

AUGUST 19, 2019

With more than 26,000 active call center employees, Jamaica’s BPO industry is growing fast, with around 50,000 dedicated employees expected by the end of 2023. Savvy business leaders trust outsourcing to offer competitive operational costs while maintaining customer-centric service. . That’s why – more and more – businesses look to Caribbean BPO locations for the best of both worlds. Jamaica is no exception.

outsourcing 60
More
outsourcing Telecommunications Government Call Center 60

Investing in CX: A CFOs Guide to Automation

Interactions

OCTOBER 1, 2020

According to Gartner, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. . The ROI of CX . Many companies claim to be customer-centric.

Finance 62
More
Finance Technology Customer centricity Self service 62

The New UC Experience Designed For You

Avaya

OCTOBER 11, 2016

Some research firms expect the market to top $96 billion as soon as 2023. There’s no shortage of industry research that indicates massive continued growth for the unified communications (UC) market. Last year, for example, Gartner projected the global UC market to increase from $40.9 billion in 2014 to $42.4 billion by 2019 as a result of growing demand for cloud-based services and digital transformation. Demand for UC is clear.

Enterprise 66
More
Enterprise Marketing Technology Customer Experience 66

The Contact Center of the Future in the Distributed Workforce Era

TechSee

SEPTEMBER 3, 2019

billion by 2023, up from USD 6.47 As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84
More
Contact Center B2C outsourcing Enterprise 84

Consultants vs. Staffing vs. ESG: What’s the Difference?

Education Services Group

MARCH 4, 2021

billion by 2023. We talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG.

Consulting 52
More
Consulting Consulting Journey mapping outsourcing 52

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

Beyond Philosophy

SEPTEMBER 13, 2018

Experts estimate in five years there will be over a billion (with a b) 5G device users by 2023. 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. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.

Wireless 188
More
Wireless Telecommunications Customer emotions Technology 188

New Gartner Report Ties Knowledge Management to Superior Customer Service

Mindtouch

MARCH 5, 2020

As Gartner predicts, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.” If we’re sure of one thing, it’s that customers are in the driver’s seat —now, more than ever.

Best practices 62
More
Best practices Engineering Management Customer Service 62

Excellent Ratings Sees EDF Reappoint Kura to Provide Customer Services

CSM Magazine

DECEMBER 1, 2020

project in Scotland which will be ready in 2023. A leading UK outsourcing business has been successfully reappointed by EDF to provide customer service on behalf of the energy firm, which is rated ‘Excellent’ on consumer review website, Trust Pilot.

Construction 52
More
Construction outsourcing Finance Customer Service 52

3 Reasons Why Conversational AI is Crucial to Your Digital Transformation Strategy

Interactions

NOVEMBER 14, 2019

trillion between 2020 and 2023. Digital Transformation has become the “it” topic for senior leaders across all industries. In fact, according to IDC , direct Digital Transformation investment spending will approach $7.4 And, with the digital native generation entering the consumer stage and the majority of consumers becoming more connected, the pressure for digital transformation is on. .

Personalization 69
More
Personalization Customer Experience Customer Care Enterprise 69

The Dynamic Duo of Momentum and Microsoft Teams

Momentum Telecom

FEBRUARY 11, 2020

Gartner Says Worldwide Social Software and Collaboration Revenue to Nearly Double by 2023. Unified communication and collaboration platforms are no longer a niche product. For many businesses, they’re now essential for connecting employees and getting work done — whether it’s across the office hallway or across the country, from a desk or on a mobile device. And this approach to work likely will only to grow in popularity.

Enterprise 40
More
Enterprise Call Center Customer Support Marketing 40

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level.

Consulting 62
More
Consulting Consulting Analytics Gamification 62

Using AI to Reduce Bank Operating Costs

Revation Systems

MARCH 4, 2020

billion globally by 2023 – up from an estimated $209 million in 2019. Digital transformation is booming right now. Smartphones are everywhere and because of the ubiquity of technology, consumers have grown to rely on their devices with the expectation of instant communication with a business.

Banking 62
More
Banking Chatbots Technology Self service 62

The State of Bots in 2019: Successes and Failures

Fonolo

JANUARY 22, 2019

In an article by Retail Dive, “Juniper estimates that by 2023 over 70% of chatbots accessed will be retail based.” “We are in the Era of the Customer, ” says Shep Hyken. We are indeed. It’s a modern reality where customers call the shots, armed with the knowledge that they have options. This includes their expectation of a certain level of customer experience, one that is seamless, omnichannel, and with bot offerings.

Gamification 79
More
Gamification Contact Center Sales Chatbots 79

Chatbots – now's the time to take them seriously

Eckoh

APRIL 21, 2020

Credence Research estimated that the global Chatbots market will experience 'exponential growth' in the years up to 2023 [2]. Chatbots are now being taken seriously because they support your agents, take secure payments and reduce queues.

Chatbots 52
More
Chatbots Contact Center Enterprise Self service 52

Chatbots – is it love at first click?

Eckoh

APRIL 21, 2020

Credence Research estimated that the global Chatbots market will experience 'exponential growth' in the years up to 2023 [2]. Chatbots are now being taken seriously because they can support your contact center agents, boost customer loyalty and save a fortune if used in the right way.

Chatbots 52
More
Chatbots Contact Center Enterprise Self service 52

Small Business Guide to Live Chat in 2021

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn.

Surveys 63
More
Surveys CRM Marketing Customer Support 63

Verint Speakers: Marketing Should Evolve as Customer Preferences Do

Verint

FEBRUARY 2, 2018

Marketing in the Year 2023. MarTech Magnified: Evolve Your Marketing with Changing MarTech. February 2; Tysons Corner, Virginia. Verint’s Nancy Porte, vice president, global customer experience, will be part of a panel presenting “Customer Experience, Customer Success, Customer Retention: Are They All the Same?” from 4 to 4:45 p.m.

Marketing 22
More
Marketing Customer retention Customer Experience Management 22

34 Key Contact Center Stats – Track Your Success in 2020

Babelforce

OCTOBER 2, 2020

Globally, the cloud-based contact center market is on track to reach USD $24 billion by 2023. 2020 is speeding by – and it hasn’t been easy for anyone. So what does success look like in a year when the rules went out the window?

Contact Center 52
More
Contact Center APIs Chatbots Education 52
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

 

Stay Connected

Join 35,000+ Insiders by signing up for our newsletter

Sign Up/Log In
About
  • Learn More
  • Participate in Customer Contact Central
  • 2018 Customer Contact Central MVP Awards
  • Support
  • Stay At Home Reading List
  • Add a Source
  • Add a Resource
  • Advertise
Awards
  • 2019 Customer Contact Central MVP Awards
  • 2020 Customer Contact Central MVP Awards
About
  • Learn More
  • Participate in Customer Contact Central
  • 2018 Customer Contact Central MVP Awards
  • Support
  • Stay At Home Reading List
  • Add a Source
  • Add a Resource
  • Advertise
Editions
  • Wed.Apr 21
  • Tue.Apr 20
  • Mon.Apr 19
  • Sun.Apr 18
  • Apr 10 - Apr 16
Awards
  • 2019 Customer Contact Central MVP Awards
  • 2020 Customer Contact Central MVP Awards
Editions
  • Wed.Apr 21
  • Tue.Apr 20
  • Mon.Apr 19
  • Sun.Apr 18
  • Apr 10 - Apr 16
Topics
  • Customer Experience
  • Customer Service
  • Contact Center
  • Analytics
  • More Topics 
LinkedIn Twitter
Powered by Aggregage | Terms and Conditions | Your California Rights and Privacy Policy
© Aggregage 2021