Serenova

FEBRUARY 11, 2019

If you’re a contact center leader, there’s a lot about Millennials and Generation Z worth understanding. In fact, these younger generations just may be your contact center’s BFFs. Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call Center Workforce Statistics. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) Get your copy: Forrester Customer Service Mega-Trends Report. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. It’s that time of year. Which will fade away? Get your copy here!

Customer effort 120

Customer effort Journey mapping Wait times Customer centricity 120

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Aspect

MARCH 10, 2020

Enable predictive routing based on contact center forecasting . Increase accessibility of preferred interaction channels in response to higher usage trends . Learn more a bout how analytics can improve your contact center. Download the white paper Frost & Sullivan: The Analytics-Driven Contact Center 2019.

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

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 104

Contact Center Transportation Customer Experience Wireless 104

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Service Levels. Gamification. Look it up. Call-Backs.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Aspect

JANUARY 25, 2021

Gartner predicts that “by 2023, 25 percent of employee interactions with applications will be via voice, up from under 3 percent in 2019. With the rising number of quality voice devices and applications, Aspect has seized this trend, integrating the feature with LumenVox Transcription Services Version 17.0.650.

Self service 118

Self service APIs Chatbots Engineering 118

Interactions

DECEMBER 18, 2019

Contacting a business through a chat box or text message was rare. Which takes us to 2019, which was a big step forward from what we saw in 2010. To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby .

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Fonolo

FEBRUARY 19, 2019

It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000 th blog post! From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. Call Center Metrics.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

NICE inContact

NOVEMBER 15, 2019

For even more in-depth tips and trends, check out this ICMI article . No other season impacts so many contact centers across so many markets quite like it. To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff.

Contact Center 54

Contact Center Interactive Voice Response Self service call center software 54

NICE inContact

JULY 9, 2019

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Here’s Your One-stop Resource appeared first on NICE inContact Blog.

Best practices 59

Best practices Cloud contact Contact Center Technology 59

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

CX Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. As Justin Robbins says, even the basic tool sets in most contact centers are broken.

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry.

Contact Center 98

Contact Center Telecommunications Analytics Surveys 98

Monet Software

DECEMBER 21, 2018

Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with its own list of fearless predictions for what next year will bring. Most contact centers have embraced omni-channel by now, but having the different communication channels in place is just the beginning.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Hodusoft

MARCH 21, 2024

In response to constant technological advancements and changing global trends, the BPO industry has evolved into a significant player in the global economy. billion in 2019 and is expected to grow at a CAGR of 7.4% As per a report by McKinsey , most contact centers experience average annual turnover rates of up to 60 percent each year.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Toister Performance Solutions

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Is the CCO role a fad or a real trend? Is the CCO role a fad or a real trend? This appears to be a real trend.

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. It’s that time of year. Which will fade away? Get your copy here! Want to learn more?

Customer effort 56

Customer effort Journey mapping Wait times Customer centricity 56

Call Experts

NOVEMBER 12, 2020

However, according to data tracked in 2019, about a third ( 30%) of consumers bought products online that they then picked up in-store, and 80% of spending was done in-store. In 2019, holiday purchases in the United States were about 729.3 Then, they take the clean data and create trends typically illustrated on real-time dashboards.

Management 98

Management Contact Center Business Process Outsourcing outsourcing 98

Fonolo

DECEMBER 18, 2018

We made it to the last blog post of 2018. 135 blog posts. What drives us is our deep belief in strengthening customer service and customer experience for call centers and contact centers across North America, and the knowledge that our solutions are making customers happier than ever. Over 5000 Twitter followers.

Gamification 70

Gamification Contact Center Call Center Customer Service 70

Fonolo

JANUARY 9, 2019

2018 was a big year for the contact center industry. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more.

Contact Center 70

Contact Center Gamification voip Chatbots 70

Beyond Philosophy

JANUARY 28, 2019

However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables. If you enjoyed this post, you might be interested in the following blogs and podcasts: Why Customer Experience is Dying (And What To Do About It).

Consulting 348

Consulting Consulting Benchmark Personalization 348

Aspect

NOVEMBER 28, 2017

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come. What does this mean for your contact center?

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. To welcome the new year, here are five predictions for 2019. Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

Contact Center 54

Contact Center Gamification Call Center call center software 54

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%

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? But what kind of changes are we talking about? million a year in lost productivity).

Contact Center 63

Contact Center Self service Banking Analytics 63

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year.

Contact Center 80

Contact Center Gamification Call Center Self service 80

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset. But where do we start?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

ProProfs Blog

JANUARY 10, 2019

However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. While many experts in this segment may offer you great insights, finding all the trends at one place is kind of tricky. But is that all you aim to offer in 2019 too?

Customer Service 116

Customer Service Multichannel Self service Scripts 116

CrazyCall

JANUARY 11, 2019

Time to learn what’s going to be the next significant sales trend? Let’s start and talk about sales trends in 2019! In this article, I will focus on the most promising sales trends that can make or break your business next year. Sales trend no.1 How to stay on top of this sales trend? Sales trend no.

Sales 83

Sales Advertising Marketing Chatbots 83

Fonolo

JANUARY 10, 2019

This is certainly the case with call centers. Contracting out your call center can cut overheads significantly, but poor service could lead to a mass departure of customers. In this blog, you’ll find three of the most notable pros and cons of outsourcing a call center. Lower Costs. Increased Productivity. Flexibilities.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

Aspect

JANUARY 30, 2019

Eine mitarbeiterorientierte Ausgestaltung des Contact Center Arbeitsplatzes wird immer wichtiger. Hierbei spielen auch die folgenden drei Trends eine wichtige Rolle: > Selbstverwaltung / Self-Service für Mitarbeiter. The post Mitarbeiter im Fokus: Trends in Workforce Optimization Software appeared first on Aspect Blogs.

Gamification 54

Gamification Self service Contact Center Chatbots 54

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. In parallel, automation and AI are transforming the processes of contact centers themselves. Want to know more about the evolution of contact centers

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62