Cyara

JANUARY 4, 2024

Contact center technologies continue to evolve and enhance customer experience. As a result, contact center testing is growing in importance. In 2024, successful businesses will need to continue to keep their focus fixed on the customer journey.

Contact Center 76

Contact Center Technology Customer Experience Management 76

Tethr

JANUARY 3, 2024

Six CX leaders share the contact center automation trends that will shape the agent and customer experience in 2024.

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Contact Center Customer Experience 93

SharpenCX

DECEMBER 26, 2023

We’ve all seen it—contact center scorecards that look more like laundry lists and dashboards that look more like Sudoku puzzles. You can measure many metrics in your contact center, but just because you can doesn’t mean you should. The post Top 3 Contact Center Metrics to Measure in 2024 appeared first on Sharpen.

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Contact Center Metrics Cloud contact 67

Connect

JANUARY 22, 2024

Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. Connect with us: Connect UK , Connect South Africa , Connect India , Connect USA.

Cloud contact 94

Cloud contact Contact Center Marketing Customer Experience 94

Calltools

APRIL 3, 2024

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. They can also help your contact center process more calls.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Transparent BPO

FEBRUARY 26, 2024

Award continues recognition of Transparent BPO as one of the world’s best outsourcing services providers Transparent BPO, a leading nearshore, and offshore contact center solutions provider is pleased to announce the company’s selection for The 2024 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®).

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outsourcing contact center solutions Contact Center Business Process Outsourcing 118

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. To learn more about us, visit intouchcx.com.

Contact Center 105

Contact Center Technology Sales Management 105

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

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Learn more about the Stevie Awards at www.StevieAwards.com.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. Fueled by AI and automation, the pace of innovation and change in contact centers is accelerating. Happy New Year!

Contact Center 48

Contact Center Self service Virtual Agent Scripts 48

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Or that 70% of contact centers lack access to relevant information during support calls ? Here’s how to turn that around.

Self service 124

Self service Consulting Consulting Contact Center 124

VirtualPBX

JANUARY 11, 2024

As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Looking ahead to the unfolding year, 2024 holds even more transformative plans, featuring innovative solutions like real-time contact center and POTS replacement.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

LiveVox

DECEMBER 20, 2023

On the one hand centering patient experience and delivering exceptional care is paramount, but the reality of integrating all of the tools necessary to be able to make those exceptional experiences a reality poses a not-so-small challenge.

Cloud contact 93

Cloud contact Healthcare Contact Center Customer Experience 93

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

SQM Group

FEBRUARY 13, 2024

In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience.

Contact Center 81

Contact Center Technology Customer Experience 81

DMG Consulting

OCTOBER 16, 2023

Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center As the end of the year approaches, enterprises are planning Q1 budgets ,and Donna Fluss has thoughts on the top three areas where contact center dollars should be allocated.

Enterprise 62

Enterprise Contact Center Consulting Consulting 62

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Consulting 59

Consulting Consulting Contact Center Marketing 59

NobelBiz

APRIL 8, 2024

It is with great pride that we announce that NobelBiz OMNI+ has been honored with the prestigious 2024 CUSTOMER Product of the Year Award, presented by TMC. NobelBiz OMNI+ is at the forefront of CCaaS solutions, offering a comprehensive suite of features, functionalities, and integrations tailored for diverse contact center needs.

industry standards 52

industry standards Contact Center CRM Call Center 52

Cisco - Contact Center

FEBRUARY 5, 2024

Today not only marks the start of Cisco Live EMEA, it’s also the release date of the 2024 CRN Channel Chiefs list. This is always an exciting time of year at Cisco. There’s no better way to kick off a… Read more on Cisco Blogs

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Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote.

Best practices 60

Best practices Contact Center Feedback Customer Service 60

Hodusoft

APRIL 1, 2024

HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. The post HoduCC Named Category Leader in 2024 GetApp Awards appeared first on Hodusoft.

call center software 52

call center software Contact center software Customer centricity Call Center 52

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

MiaRec

JANUARY 8, 2024

In 2023, contact center leaders caught the Artificial Intelligence (AI) bug, realizing the many benefits that Conversational and Generative AI can bring. Furthermore, the report explains that contact center decision makers are planning to invest heavily in conversational AI as they are trying to reduce the reliance on live agents.

Contact Center 79

Contact Center Marketing Quality management Management 79

Cisco - Contact Center

JANUARY 29, 2024

5 th – 9 th , 2024. Ushering in a New Era of Generative AI Technology Cisco Live Amsterdam is almost here, Feb. Visit Outshift by Cisco booth #D10 to get the latest announcements on Cisco Cloud Ap… Read more on Cisco Blogs

Technology 93

Technology 93

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? How can AI be used to personalize and contextualize customer experiences in contact centers?

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Brand ambassadors Healthcare Contact Center Self service 368

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

Sales 71

Sales Customer Service outsourcing Government 71

VirtualPBX

FEBRUARY 27, 2024

We are thrilled to announce that VirtualPBX has been honored with the prestigious 2024 Product of the Year Award for our outstanding business phone plans ! I am honored to recognize VirtualPBX with a 2024 Product of the Year Award for its commitment to excellence and innovation,” said Rich Tehrani, CEO, TMC.

Contact Center 59

Contact Center Customer Service Marketing Technology 59

VirtualPBX

FEBRUARY 27, 2024

We are thrilled to announce that VirtualPBX has been honored with the prestigious 2024 Product of the Year Award for our outstanding business phone plans ! I am honored to recognize VirtualPBX with a 2024 Product of the Year Award for its commitment to excellence and innovation,” said Rich Tehrani, CEO, TMC.

Contact Center 52

Contact Center Customer Service Marketing Technology 52

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

Cyara

NOVEMBER 30, 2023

The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.

Contact Center 76

Contact Center Marketing Contact center software 76

Connect

JANUARY 26, 2024

With many CX leaders reconsidering their entire customer journey, 2024 marks a year of significant transformation. Download the Zendesk CX Trends Report 2024 : Download IAbout ‘ Connect. The post CX Trends Report 2024 appeared first on Connect | Contact Centre Solutions | Unified Communications | Network Services.

Chatbots 52

Chatbots Customer Support Customer Experience Personalization 52

Strategic Contact

JANUARY 9, 2024

I’ve been asked by Contact Center Pipeline to lend my voice to an article on contact center trends for 2024. But here’s the $64,000 question: Will it be the breakthrough that contact centers are hoping for, or another technology that falls short of. Read More »

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Contact Center Technology 62

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. To learn more about Zappix, go to [link] Contact Zappix, Inc. BURLINGTON, MASS. (

Self service 52

Self service Interactive Voice Response Analytics CRM 52

Cisco - Contact Center

APRIL 10, 2024

As the industrial world converges at Hannover Messe 2024, Cisco is not just a participant but a… Read more on Cisco Blogs Between industrial solutions for today and a sustainable foundation for tomorrow, there’s a bridge.

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industry solution 40

Cisco - Contact Center

FEBRUARY 7, 2024

We are delighted to announce the Cybersecurity Defender of 2024 for the… Read more on Cisco Blogs Every year, Cisco selects leaders who exemplify the passion, tenacity, and knowledge required to be a cybersecurity defender.

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Hodusoft

FEBRUARY 4, 2024

Transforming CX: A Glimpse into HoduSoft's Next-Gen Communication Solutions at the Digital CX Summit 2024 In today’s swiftly evolving digital communication landscape, customers have access to more information and options to choose from. As a result, they expect seamless omnichannel experiences. Ask for a Free demo!

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Contact center software Contact Center CRM Analytics 52