DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Consulting 48

Consulting Consulting Enterprise Analytics 48

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

TechSee

MAY 4, 2021

gigs will surpass the permanent workforce by 2027, growing 40% by 2027 to reach 86 million. Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. WFH employees in the U.S

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Brand care experience .

Customer Experience 189

Customer Experience Contact Center Contact center software Personalization 189

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

TechSee

JUNE 1, 2021

Gartner estimates that by 2022, there will be a 50% increase in one-off issue resolution and consultative services offered on freelance platforms, and Everest Group estimated that U.S. gigs will surpass the permanent workforce by 2027, growing 40% by 2027 to reach 86 million.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

NobelBiz

MAY 25, 2023

billion by 2027, at a Compound Annual Growth Rate (CAGR) of 32.4% By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits.

call center software 98

call center software Call Center APIs Contact Center 98