Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Hodusoft

JULY 12, 2021

This trend has seen increased remote contact center software demand for adapting to new ways of working. Research firm Gartner predicts 30% of organizations will shift their on-premise contact center operations to remote by 2024. Remote Contact Center Software: How does it add business value? CRM integration.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Cloud contact 52

3CLogic

FEBRUARY 7, 2024

According to Kate Leggett, VP and Principal Analyst at Forrester , 68% of CRM decision-makers are experiencing difficulties assessing a single view of the customer, and 48% report struggling with driving effective customer insights. As a result, a vast amount of time is wasted on mundane, manual, and time-consuming tasks.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Connect

NOVEMBER 2, 2022

In recent history, the contact centre industry has seen tremendous technological innovation and advances. In response to the disruption, the industry pioneered the use of advanced technologies to enable seamless remote work and to enhance CX. A business would be remise to late adopt AI technology and its connected applications.

Morale 40

Morale Cloud contact Benchmark Big data 40

NobelBiz

FEBRUARY 23, 2023

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. While apps are becoming more cloud-based, corporate telephony has also shifted to UCaaS or Unified communication as a service. What does the future hold for such technology? What are its advantages?

Contact Center 52

Contact Center voip APIs Interactive Voice Response 52