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

Contact Center Pipeline

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.

Welcome to the Virtual Age of Contact Centers

NobelBiz

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.

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

Nuance

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.

Overcoming the Challenges of Medical Device Support

TechSee

billion in 2023. . In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes.

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

Nuance

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.

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

ShepHyken

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.

Remote Agent Recording is Now Imperative

OrecX

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

Multimodal User Experience Design Best Practices

Jacada

By 2023, customers will prefer to begin 70% of self-service requests with conversational voice interactions. Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.

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

ShepHyken

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.

How to Launch Knowledge Management Fast for Better WFH Customer Service

Mindtouch

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.

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

Fonolo

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.

The Benefits of CXP 20

Aspect

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

40+ Stats You Need to Know About the Power of Customer Service

Nicereply

However, Gartner predicts that by 2023, only 30% of customer service and support organizations will have a proactive campaign ( Gartner ). Use these stats as an argument to prove to your executives the power and value of investing in customer service.

The Central Role of Computer Vision in Multiexperience

TechSee

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.

Bright Spots for Customer Service

Taylor Reach Group

Even if I wanted and they agreed to a replacement they expect new stock in February 2023. By John Cockerill.

Customer service trends for 2021: Top analyst predictions

TechSee

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.

Why Faster Shipping Times Are Key to Optimal Customer Service

CSM Magazine

of all retail sales worldwide in 2021, reports Oberlo, and by 2023, this percentage is predicted to rise to 22%. Online sales are expected to account for 18.1%

Sales 52

5 Proven Ways to Make your Contact Center RPA Successful

TechSee

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 Centers: Ahead of the Curve on Quality Management

Monet Software

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.

Speech Analytics: Soon to Be a $2.5 Billion Market

Monet Software

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.

2021 SaaS Statistics and Trends: The Ultimate Collection

SmartKarrot

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

New WFM Report Highlights Social Media

Monet Software

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.

How AI will change the face of customer experience

VocalCom

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

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report

DMG Consulting

DMG expects RPA revenue in the contact center and customer service sector to increase by 90% in 2021, 85% in 2022, 2023 and 2024, and 80% in 2025. DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. MEDIA ALERT. A new standard of intelligent automation that benefits the front and back office. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services.

Microsoft’s Acquisition of Nuance – Implications for the Voice Authentication and Security Industry

pindrop

On the enterprise side, Gartner predicts that “By 2023, over 75% of enterprise applications will have conversational AI, with 20% being embedded into applications, up from less than 5% today”.

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

Talkdesk

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.

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report

DMG Consulting

in 2022, and 10% in the next three years, 2023 – 2025. DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Benefits, insights and agility for companies transitioning to the “new world of work”. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021.

The New UC Experience Designed For You

Avaya

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.

Top 5 Customer Experience Trends for 2021

Inbenta

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.

The Contact Center of the Future in the Distributed Workforce Era

TechSee

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.

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

DMG Consulting

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.

Brouhaha in Broadcasting: The Cable Digital Transformation

TechSee

In 2010, there were 105 million customers with pay-TV; today eMarketer estimates that there are 74 million paying households and expects that number to drop another 10 million by 2023. The cable industry is at a crossroads.

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

Beyond Philosophy

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.

Digital Engagement: The Best Way to Attract and Retain Customers

JivoChat

E-commerce sales are projected to account for 22% of all retail sales by 2023 , up from 18% in 2021. Today’s consumers are plugged in and connected. Our technological world means the customer journey often takes place entirely online, so digital engagement is more important than ever.

New Gartner Report Ties Knowledge Management to Superior Customer Service

Mindtouch

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.

Using AI to Reduce Bank Operating Costs

Revation Systems

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.

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

Momentum Telecom

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.

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

DMG Consulting

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.

Small Business Guide to Live Chat in 2021

Comm100

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.

The State of Bots in 2019: Successes and Failures

Fonolo

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.