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Our Contact Center Megatrend Predictions for 2023

Spearline

Many of us are realizing that some of our decisions were a little hasty, while others have come to the realization that their tech stacks are just not sufficient for the still shifting contact center technology sands. They want omnichannel experiences and they are not for turning. It’s an investment but it’s worth the outlay.

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The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Find out how adding chatbots in your call center can provide better service and overall satisfaction. Think again.

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Different types of contact centers- Which group are you in?

InGenius

As technologies have evolved and customer expectations have increased, the contact center has become a much different place than it was 20 years ago. From email marketing to social media engagement and chatbots, there are now so many ways a customer can interact with a business. The different types of contact center.

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How to Recession-Proof Your Contact Center, According to 360+ Executives

Balto

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

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8 Ways to Turn Your Contact Center from Cost to Profit

Transparent BPO

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

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How CCaaS Providers are Increasing Customer Value with Digital-First Partnerships

Comm100

For more information on why digital-first customer service strategies are growing, check out this blog.). As well as growing customer base, partnering with digital communication platforms also helps to increase upsell and overall deal size as sales can offer popular digital channels alongside the hero product. Increase deal size.

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A Contact Center Expert’s Guide to Improving CX in 2019

VHT

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. People love using chatbots for simple tasks. They can also access customer history, account information and product lists to personalize service or offer upsells.