Fonolo
MARCH 16, 2023
Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.
Fonolo
JANUARY 17, 2023
If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?
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Fonolo
JANUARY 31, 2018
It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? Who wrote it: Interactions.
BlueOcean
MARCH 13, 2023
Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?
Hello Customer
MAY 19, 2021
Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Yet, these centers often don’t get the attention and recognition they deserve.
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.
CCNG
SEPTEMBER 27, 2023
Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. Customer phone calls cost the company more money.
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