Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? Customer service is all about meeting and exceeding customer expectations.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Government Healthcare Analytics 98

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers.

Analytics 77

Analytics Contact Center Enterprise Consulting 77

NobelBiz

APRIL 23, 2024

This is why automation is especially transformative in contact centers. Advanced analytics and machine learning algorithms are also being integrated into call center operations to predict debtor behavior and optimize contact strategies.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics?

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

DMG Consulting

JUNE 21, 2023

This Report provides a detailed analysis of the seat and revenue activity of 21 leading and contending CCaaS competitors and delivers comprehensive insights into the market’s performance in calendar year 2022. The future of contact center technology is in the cloud.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services.

Contact Center 48

Contact Center Consulting Consulting Marketing 48

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. The potential uses of IA span all customer-facing departments in an enterprise, sales and marketing being the biggest. Marketing Use Cases.

Enterprise 72

Enterprise Analytics Sales Marketing 72

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

AUGUST 1, 2022

Top Trends in the Contact Center Infrastructure Market. The contact center infrastructure market has become one of the more attractive technology sectors during the past two years, catching the attention of some of the big names in the technology world, including Salesforce, Zoom and Facebook.

Contact Center 48

Contact Center Marketing Self service Enterprise 48

MiaRec

MAY 19, 2023

When looking for ways to upgrade your contact center, you face an onslaught of industry jargon. Do you need a Conversation Intelligence or Conversation Analytics platform? If you wanted to analyze your call data, should you look for a Speech or Voice Analytics solution?

Analytics 82

Analytics contact center solutions Contact Center Marketing 82

MiaRec

JUNE 19, 2023

As you consider Voice Analytics solutions for your contact center, you want to ensure you use it to its fullest potential. Voice Analytic solutions can analyze your calls for valuable customer insights that can improve agent performances, drive sales and marketing initiatives, and improve customer experiences.

Contact Center 87

Contact Center Analytics Sales Marketing 87

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . Background : .

Consulting 59

Consulting Consulting Analytics Marketing 59

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

The Northridge Group

NOVEMBER 10, 2023

Fortunately, organizations can use the digital ecosystem to their advantage and enhance patient acquisition capabilities with data analytics. The healthcare data analytics market has been growing at a 1 5.3% This market has been experiencing such rapid growth for one reason: data analytics works. billion by 2030.

Analytics 76

Analytics Healthcare Marketing Consulting 76

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 124

Contact Center Transportation Customer Experience Wireless 124

Fonolo

DECEMBER 1, 2022

With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion in 2022 to US $93.7

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The COVID-19 pandemic has reinvigorated the interaction analytics (IA) market.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. To date, most companies apply IA primarily in their contact centers, as this is the source of the recordings and digital transactions that these solutions analyze. Product Innovation.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 2 December 2020.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Contact Center Pipeline

NOVEMBER 27, 2019

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. As the market matures, advanced call center functionality, smart tools and omnichannel platforms are increasingly becoming table stakes.

Contact Center 189

Contact Center Call Center Analytics Technology 189

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

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. What AI-enabled applications are already delivering quantifiable benefits in the market?

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48