SharpenCX

DECEMBER 10, 2019

Will you be one of the 52% of contact center leaders who plans to unify their systems by 2025? Or, will you be one of the 60% of contact centers to intelligently route customers based on agent skills, urgency, lifetime value, or personality in the next five years?

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

SharpenCX

AUGUST 21, 2023

“Add AI to customer service software by [date] to reduce call times X% with next best actions and predictive modeling.” This is a worthwhile strategic goal for call centers because it is easily attainable with the right contact center software and best practices. The result? Improve the employee experience.

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

SharpenCX

NOVEMBER 21, 2019

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. That means in the next five years, contact center data will be the driving force behind your customer experience strategies. Pop over to our article to learn how.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

NOVEMBER 21, 2019

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. That means in the next five years, contact center data will be the driving force behind your customer experience strategies. Pop over to our article to learn how.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

JustCall

AUGUST 12, 2022

It is because it steps in to act as an alternative to their software’s lack of flexibility. CPaaS on the other hand helps businesses in offering communication solutions such as video calls, chatbots, and much more by building their contact center software. Cost efficiency difference. Customizability difference.

APIs 52

APIs Contact center software Contact Center Enterprise 52

NobelBiz

APRIL 11, 2023

80% of customer interactions will be handled by conversational AI by 2025 – Forbes Another way that AI can assist agents is by helping them handle routine tasks more efficiently. How can ChatGPT Reduce Costs for Contact Centers? This AI-driven approach results in cost-effective growth and improved customer satisfaction.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

NobelBiz

MAY 22, 2023

billion by 2025 at a Compound Annual Growth Rate (CAGR) of 11.6% Read this article to learn more about PBX and PBX vs. Cloud Telephony: What is the Best Solution for Call Centers ? It allows for internal communication between departments and external communication with customers and stakeholders. billion in 2020 to USD 9.50

voip 52

voip Contact Center Call Center Interactive Voice Response 52

SharpenCX

MARCH 5, 2020

Best-in-class contact centers embrace technology and are eager to find new ways to increase efficiency and improve operations. In fact, CCW found by 2025, some 52% of contact center leaders plan to completely unify their contact center systems through technology.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SharpenCX

NOVEMBER 12, 2019

By 2025, contact center leaders want to eliminate the stereotype that agent turnover is a given in the contact center. Somewhat the opposite of CLV, this metric shows how poor service and lost customers hurt your company revenue. The equation you need: *MRR = Monthly Recurring Revenue. Agent Retention Rate.

Metrics 64

Metrics Best practices Call Center Surveys 64