Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Fonolo

JANUARY 8, 2020

Competing against it are the big corporate-owned messaging platforms: Messenger and WhatsApp (both from Facebook), Apple’s Business Chat, and Google’s offering called (for now) Google My Business Chat. In fact, all of the above images have been used in my own blog posts over the years. Moving your call center to the cloud.

B2C 101

B2C Contact Center Call Center Customer Service 101

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Skybridge

MAY 10, 2022

These 5 Emerging CX Trends Will Determine Your Brand’s Success. For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly fluctuating consumer needs. But the truth is, a handful of customer care leaders were ready for 2020. contact-form-7].

At home agents 52

At home agents Customer Care Contact Center Engineering 52

Cisco - Contact Center

SEPTEMBER 11, 2020

This trend towards digital was already underway, and now after the onset of the pandemic, it’s been massively accelerated. They’re also seeing the role of the contact center evolving from not just problem solving, but playing a part of the greater customer journey and influencing the experience of the customer. Join Our Webinar.

Contact Center 68

Contact Center Abandon Call contact center solutions Self service 68

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. billion in 2020” . What are cloud-based contact centers?

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software. Be mindful of integrations.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

JANUARY 8, 2020

Competing against it are the big corporate-owned messaging platforms: Messenger and WhatsApp (both from Facebook), Apple’s Business Chat, and Google’s offering called (for now) Google My Business Chat. In fact, all of the above images have been used in my own blog posts over the years. Moving your call center to the cloud.

B2C 67

B2C Contact Center Call Center Customer Service 67

Call Experts

NOVEMBER 5, 2020

According to Salesforce , “Cyber Week digital traffic is still expected to grow by 28 percent year-over-year (in 2020) — a trend accelerated by nearly ubiquitous access from mobile phones and the fact that fewer people will be rushing to stores on Black Friday.” . Do you utilize a contact center with your business outsourcing plan?

outsourcing 98

outsourcing Education Contact Center Advertising 98

pindrop

OCTOBER 12, 2021

After several minutes of a frustrating online experience, you call the customer service number but find out that there is no option to reset the password in the automated menu. It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. We explore these topics in this blog.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Comm100

NOVEMBER 29, 2021

Organizations relying on call center support were forced to transition to digital channels during lockdowns. All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. With expanding expectations comes expanding channels.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

Upstream Works

JANUARY 9, 2020

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. One of those outcomes is responsiveness, and for 2020, this goes well beyond having an agent answer a call within three rings.

Contact Center 78

Contact Center contact center solutions CRM Analytics 78

SmartAction

DECEMBER 15, 2021

In February 2020, 7 million jobs were open in the US, while the unemployment rate was 3.5%. Other factors include automation of routine jobs, the drug addiction crisis as overdose deaths jumped to 30% in 2020, and a lack of childcare infrastructure. You’re living in the convergence of two macro trends. It’s a solved problem.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Contact Center 98

Contact Center Enterprise Education Metrics 98

Skybridge

MARCH 10, 2023

It is fragile, vulnerable to every encounter your customers have with your brand, especially those that occur at the contact center. As a growing number of organizations have come to recognize, customer expectations of brand interactions have shifted since 2020. But those are just table stakes.

Coaching 52

Coaching Contact Center Scripts Accountability 52

Blueship Call Center

DECEMBER 14, 2021

Contact Center Technology’s Emerging Trends. Because so many businesses are emphasising customer service, we’ll provide you the customer service trends for 2022 so you can be better prepared for the road ahead. BlueChip Call Center Give your company a competitive advantage with customer service.

Call Center 40

Call Center outsourcing B2B Customer centricity 40

Creative Virtual

OCTOBER 6, 2021

At the outset of the global pandemic in 2020, there was already a great emphasis on the consumer’s desire for artificial intelligence (AI) in day-to-day life. AI remains a major trend in the technology sector that will continue to alter how we work and live. By Susan Ott, Customer Success Manager.

Self service 92

Self service Contact Center Technology Personalization 92

Liveops

JANUARY 6, 2020

According to the 2019 Deloitte Human Capital Trends Survey (PDF) , 72% of organizations that outsource saw a positive impact on their business. Virtual call centers such as Liveops provide award-winning blended learning and development opportunities for contractors to complete at their own pace, from anywhere in the country.

Call Center 77

Call Center virtual call center Surveys outsourcing 77

Call Experts

FEBRUARY 19, 2020

More Blogs Menu. Key 2020 Trends: Cloud Contact Centers. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. How Contact Centers Manage the Holiday Rush. AI-powered Call Out Lines save you time and keep your company compliant. FCC blocks Robo-Calls.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. In 2019, automatic call distribution sported 23.3% More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? Pricing Contact center pricing models vary from vendor to vendor.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Call Experts

MARCH 5, 2020

Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: . Plumbing problems arise at any hour of the day; so, it is possible to receive customer calls even after work hours. Hire a plumbing contact center that works 24x7x365.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80

Aspect

JANUARY 23, 2020

I called the number provided in the initial text message to ask for o ne. I braced myself for the expected questions regarding why I was calling, what I needed and how they could help. Customer channel preference trends . How contact centers can provide omnichannel experiences to their customers. Don’t miss it.

Banking 62

Banking Interactive Voice Response Contact Center Technology 62

VocalCom

JUNE 22, 2020

The COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ).

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. You can read more here and download the full ebook, Conversational AI Trends 2020 , here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

aircall

JANUARY 24, 2022

It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. Set up a call center. Don’t make assumptions during customer calls. Competency. Acknowledge them.

Call Center 126

Call Center Best practices call center software CRM 126

bold360 Blog

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. For instance, at a time of crisis, policies and procedures change rapidly, causing call center volumes to spike through the roof.

Self service 52

Self service Banking Multichannel Chatbots 52

Comm100

NOVEMBER 29, 2021

Organizations relying on call center support were forced to transition to digital channels during lockdowns. All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. With expanding expectations comes expanding channels.

Customer Service 61

Customer Service Chatbots Surveys Customer retention 61

Call Experts

JANUARY 15, 2020

As per “The future of work 2020” report, HR departments must focus on People and Performance to enhance overall employee management and productivity. . Below we have highlighted ten keys to improving HR performance: Best-in-class employee service centers that can work on a global level. More Blogs Menu. FCC blocks Robo-Calls.

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

Call Experts

MARCH 18, 2020

More Blogs Menu. How Contact Centers Support Plumbing Businesses. Understanding Contact Center Billing. Key 2020 Trends: Cloud Contact Centers. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. How Contact Centers Manage the Holiday Rush.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

UJET

JUNE 3, 2020

Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.

Management 82

Management call center professionals Quality management Feedback 82

Calabrio

DECEMBER 18, 2020

The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information.

Contact Center 64

Contact Center Analytics Coaching Self service 64

ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. More than 60 percent of failed customer support calls could have been solved with better access to data.

B2B 204

B2B Banking Personalization Employee engagement 204

Call Experts

FEBRUARY 26, 2020

Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Telephony provider Companies are looking for a partner that can provide telephony and contact center infrastructure. More Blogs Menu. Understanding Contact Center Billing.

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

ProProfs Blog

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Statistics 2020: 40+ Live Chat Facts. That’s why studies noticed a drop in the use of call support. But to help such readers, we have compiled a list of 40+ statistics on having a live chat.

Wait times 135

Wait times Customer Support Transportation Sales 135