Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

WiserOwl Blog

JUNE 6, 2023

The June 2023 issue of Contact Center Pipeline Magazine features the article “The Rising Importance of Contact Centers” penned by WiserOwl’s Robert Bradshaw. About WiserOwl: WiserOwl exposes […] The post Contact Center Pipeline Magazine: The Rising Importance of Contact Centers appeared first on WiserOwl.

Contact Center 52

Contact Center Surveys Customer Experience 52

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Noise Suppression.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

WiserOwl Blog

MARCH 24, 2023

Columbus, Indiana, March 24, 2023 – WiserOwl, a leading SaaS platform, today announced the release of its annual report on consumer preferences and contact center challenges, highlighting the increasing importance of contact centers in the customer experience landscape.

Contact Center 52

Contact Center Surveys SaaS Customer Experience 52

Lumoa

NOVEMBER 17, 2022

Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023. There are approximately 17 million contact center agents worldwide today,” said Jerry Han, CEO of PrizeRebel. Data Collection.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

Toister Performance Solutions

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. That study found 74 percent of contact center agents were at risk of burnout.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Balto

MAY 2, 2023

New report explores how contact center leaders are navigating shifting budgets, AI technology, efficiency pressures, and more. Louis, MO – Balto’s Conversation Excellence Lab has released a new report detailing how contact centers are improving efficiencies with shifting budgets and resources.

Contact Center 52

Contact Center Technology Enterprise Metrics 52

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. It’s not a question of will a contact center invest in and use AI, but a question of when.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Hodusoft

AUGUST 21, 2023

HoduSoft Participating in The 11th CNC EXPO 2023- Showcasing Cutting-Edge Communication Solutions In today’s increasingly interconnected world, businesses must be equipped with advanced communication solutions. Effective communication solutions are the cornerstone of success for businesses across various industries. Schedule a meeting!!

Contact center software 52

Contact center software contact center solutions Interactive Voice Response Customer centricity 52

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. If you’re interested in introducing AI in customer service in 2023, read this complete guide for answers to the following: What is customer service automation?

Customer Service 81

Customer Service Chatbots Healthcare Wait times 81

DMG Consulting

APRIL 19, 2023

It also explores how new artificial intelligence (AI)-based technology continues to vastly improve the accuracy, flexibility, and usability of WFM solutions and revolutionize contact center staffing paradigms. It also presents customer satisfaction survey results that rate the vendors and their products.

Consulting 48

Consulting Consulting Enterprise Marketing 48

CSM Magazine

MAY 3, 2023

The report highlights trends and challenges for contact center leaders working to improve agent performance and reach important KPIs. Zenarate , the leading AI Simulation Training solution for contact centers, today announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report.

Coaching 52

Coaching Telecommunications Contact Center Healthcare 52

Comm100

NOVEMBER 23, 2022

To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service.

Customer Service 83

Customer Service Chatbots CRM Personalization 83

DMG Consulting

DECEMBER 6, 2022

Influential CX Trends for 2023. 2023 is shaping up to be a tough year for many enterprises. Below are 11 of the most important CX trends for enterprises to plan for and address in 2023. What are your organization’s top CX technology and operational priorities for 2023? Take our quick 2-minute survey and let us know!

Self service 48

Self service Enterprise Consulting Consulting 48

LiveVox

DECEMBER 7, 2023

AI adoption is surging in contact centers, mapping unmatched avenues for enhanced efficiency, informed decisions, and a competitive edge. In Q3 of 2023 LiveVox embarked on a thorough research survey of hundreds of contact center leaders to guide […] The post Where Does AI Rank Among Today’s CX, Ops, and IT Leaders?

Contact Center 87

Contact Center Surveys Technology 87

Balto

JUNE 22, 2023

Imagine your contact center agents were engaged and highly motivated. That’s the dream for every contact center leader. It’s also been a top challenge over the 25 years I’ve worked with contact centers. A 2023 study discovered that empowering agents also makes them more resilient to burnout.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

JustCall

MARCH 7, 2023

Introduction Contact centers are one of the most underrated departments of a business. It is important to equip your call centers with the right toolset and insight for them to function well. What Is Contact Center Analytics? This means your contact center is adequately equipped.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Balto

OCTOBER 3, 2023

Louis, MO — Balto’s Conversation Excellence Lab has released a new report detailing the past, present, and future of contact center AI, and the ROI coming from AI tools. The report shows AI tools will be table stakes in the contact center, if not already so. Agents, customers, and leadership retained positive views of AI.

Contact Center 52

Contact Center Benchmark Enterprise Metrics 52

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. MEDIA ALERT. When: Today, 9 March 2022.

Consulting 48

Consulting Consulting Enterprise Management 48

Horizon CX

APRIL 3, 2023

“A significant amount of time, attention, and money is invested in training a call center workforce to handle calls appropriately and provide outstanding customer service. April 2023 The post Improving Contact-Center CX appeared first on Horizon CX.

Contact Center 52

Contact Center Entertainment call center workforce Call Center 52

Balto

MARCH 27, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Back in August 2022, the Conversation Excellence Lab published a report called “ How to Recession-Proof Your Contact Center, According to 360+ Executives ”. In January 2023 alone, over 60,000 people were laid off from their jobs. E.g., CSAT of 4/5 = 80/100.

Contact Center 52

Contact Center Coaching Morale Finance 52

TechSee

SEPTEMBER 28, 2023

In August 2023, we fielded a new study to answer this question. More specifically, as it relates to our domain, all survey cohorts expressed strong concerns that AI will be rolled out when it saves companies money, even if it is ill-suited to a particular task. And the results were surprising. Do people know what Generative AI is?

Surveys 124

Surveys Chatbots Education Customer Support 124

Outsource Consultants

DECEMBER 15, 2022

Contact center workers are increasingly pursuing opportunities for professional growth, positive working environments, and better perks. Meeting or exceeding these expectations is the key to avoiding high turnover among your call center agents. If you do go this route, be sure to send a new survey frequently.

Morale 67

Morale Call Center Contact Center Education 67

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. In that context, the use cases for AI expand as the contact center would now be taking more of an end-to-end approach with customers.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Babelforce

OCTOBER 2, 2020

We’ve assembled a master list of 34 contact center stats to give you a temperature check of the industry. In this post: Acquisition and loyalty Debt Recovery The Cloud Automation API Integration / Development Customer Service / CX General Call Center Statistics. Contact centers are quickly going into the cloud.

Contact Center 52

Contact Center APIs Call Center Wait times 52

Playvox

OCTOBER 20, 2023

Measuring how happy (or unhappy) customers are with your brand, service, support, and products — also known as customer sentiment — is challenging in an omnichannel contact center. How do you “read the customer” in texts and chats? What is Customer Sentiment Analysis? The important part is to get started.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Playvox

MARCH 7, 2024

Deloitte’s Women @ Work: A Global Outlook 2023 report presents findings from over 5,000 women surveyed in 10 countries, highlighting the importance of hybrid work, schedule flexibility, and a more significant commitment from organizations to support gender pay gap and gender equality.

Best practices 87

Best practices Surveys Consulting Consulting 87

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Global Response

JANUARY 9, 2023

Engaging customers in post-call or post-interaction satisfaction surveys (often used to measure CSAT) can be helpful feedback for agents. The post The 6 Most Important Customer Service Skills In 2023 appeared first on Global Response. Connect with a Global Response expert today and start delivering exceptional experiences.

Customer Service 62

Customer Service Brand ambassadors Feedback Self service 62

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Here’s a comprehensive list of the most important customer service statistics you need to know in 2023. 14% of contact center leaders predict growth of more than 10%.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. In the UK, 43% of contact centre managers say voice of the agent surveys are highly effective for improving agent engagement.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52