Expivia

APRIL 1, 2021

Crystal Ball – The Call Center of 2025. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years. With this feature, an agent will be able to co-browse with the customer and show them things that they might like but hadn’t noticed. IoT Customer Service.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

SharpenCX

AUGUST 21, 2023

Strategic goals aren’t simply call center metrics. Other goal-setting measures like objectives or key performance indicators (KPIs) (which are quantitative metrics to show progress) can help you achieve strategic goals, but do not stand alone to drive change. There are goals, and then there are strategic goals.

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

SharpenCX

JUNE 9, 2021

And, about 36 million Americans will be fully remote by 2025. How do you make sure your customer service agents stay engaged? Practical Strategies for Managing Remote Customer Service Teams. Get creative and build a culture to connect your remote customer service team near and far.

Management 67

Management Contact Center Employee engagement Engineering 67

NobelBiz

FEBRUARY 21, 2023

The Customer Satisfaction Score is a popular metric used by call centers to assess buyer satisfaction. The CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. How happy are you with our customer service department’s responses?”

Call Center 52

Call Center Surveys Telecommunications Feedback 52

Serenova

FEBRUARY 3, 2020

Cloud and contact center-as-a-service (CCaaS) will grow at nearly 15% year-over-year through 2025, according to MarketWatch. Credit that to the CCaaS benefits for any size contact center, including unified experience, seamless omnichannel interactions, improved data analytics and cost efficiencies.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

NobelBiz

APRIL 11, 2023

As customer service demands continue to grow, contact centers are constantly on the lookout for innovative solutions to enhance their operations. ChatGPT, the advanced AI language model developed by OpenAI, has emerged as a promising tool for contact centers to improve customer interactions and streamline processes.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52