Connect

JANUARY 26, 2024

In this report, Zendesk unveils ten trends that are propelling the customer experience towards a more intelligent future. Learn how emerging tech is influencing conversational commerce, voice and phone support, and agent management tools. Ten trends. Download the Zendesk CX Trends Report 2024 : Download IAbout ‘ Connect.

Chatbots 52

Chatbots Customer Support Customer Experience Personalization 52

3CLogic

SEPTEMBER 28, 2022

With that in mind, ServiceNow’s Healthcare and Life Sciences Service Management represents one of the most holistic and fully-featured service management tools for healthcare providers looking to leverage digital transformation and revolutionize their organization’s patient experience. Improved Patient Care Experiences.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

NobelBiz

JANUARY 3, 2024

In 2024, several key trends are set to redefine the landscape of these centers. This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. AI-driven analytics, predictive dialing, and customer interaction management are becoming standard.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

Noble Systems

JUNE 27, 2019

Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential. Speech analytics is another essential for cloud contact centers.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Calltools

JANUARY 20, 2021

Managers in contact centers focus on providing the best customer experience possible and are looking to the cloud to provide it. In Deloitte’s most recent Global Contact Center Survey , they found that 55% of contact center leaders have moved to the cloud or will be doing so within the next two years.

Cloud contact 52

Cloud contact Contact Center Call Center CRM 52

Aspect

SEPTEMBER 28, 2017

Most industry leaders agree that their software will eventually reside in the cloud, but what’s the state of the cloud contact center right now? Based upon the trend in responses to his yearly survey, Stockford is predicting that 58% of contact centers that are now completely on-premises will move to the cloud by 2020.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. Acquisitions reflect market trends and opportunities.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

SharpenCX

OCTOBER 13, 2021

And, it increases the value you can deliver to customers, so it’s important to stay up-to-date with the latest trends to get ahead of the game. I’ve gathered a few trends we’re seeing in cloud technology and digital transformation. Read through so you can advocate for the best of the best tech in your contact center.

Contact Center 128

Contact Center Technology Coaching Analytics 128

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022. Let’s find out!

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

VocalCom

JULY 16, 2020

Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents.

contact center solutions 62

contact center solutions Cloud contact Contact Center Coaching 62

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market.

Cloud contact 86

Cloud contact Contact Center Marketing Technology 86

NICE inContact

OCTOBER 9, 2019

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform.

Contact center software 54

Contact center software Cloud contact Contact Center APIs 54

Eptica

JULY 16, 2021

Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Author: Pauline Ashenden - Demand Generation Manager Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Tags: Cloud Contact Centres Categories: Trends & Markets. Published on: November 24, 2022. Share this page on: Tweet.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

NICE inContact

AUGUST 20, 2020

The same is true when searching for the best cloud contact center software for your organization. Just like you don't want to move into your new house and be unpleasantly surprised, you don't want to implement your new software only to find it has some significant shortcomings.

Contact center software 62

Contact center software Cloud contact Contact Center Customer Experience 62

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. The race to accelerate South Africa’s cloud journey.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

Connect

NOVEMBER 2, 2022

In recent history, the contact centre industry has seen tremendous technological innovation and advances. 2023 will see a continuation of this trend and contact centres will continue to deploy advanced technologies and unchartered CX strategies. CX as a trend is not newly discovered. CX: An evolving concept.

Morale 40

Morale Cloud contact Benchmark Big data 40

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NICE inContact

NOVEMBER 16, 2020

It has evolved over the years, from local storage, to data warehouses, and now the data lake concept – with each step, creating better capabilities for companies to store, manage and analyze the growing amount of data generated each day.

Cloud contact 88

Cloud contact Contact Center Analytics Management 88

Fonolo

DECEMBER 17, 2019

Change is the only constant trend. As part of this, many businesses are already moving away from the view of the contact center as a ‘cost center’ and towards one that views it as a center of opportunity for businesses – one where the opportunities the center creates well outweigh the costs of running it.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

Enghouse Interactive

JANUARY 13, 2021

Trends versus Reality – Successful Companies Show How to Lead the Way. Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. Successful companies more likely to use cloud services and are more successful when they do.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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. Cloud contact centers may be more reliable.

Call Center 207

Call Center outsourcing Contact Center Finance 207

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This form of answering is a simple and convenient way to collect data and look for trends. What to Do with VOC Data.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight.

Best practices 113

Best practices Cloud contact Marketing Management 113

Serenova

FEBRUARY 6, 2019

The ability of your business to create better customer experiences and thrive is dependent on whether your contact center can change quickly, innovate easily and meet your customers wherever they demand it—which positions your business to stand apart from the competition.

Cloud contact 40

Cloud contact Contact Center Engineering APIs 40

3CLogic

MAY 26, 2022

What Is Customer Experience Management (CXM)? To deliver on these expectations, contact centers must focus even more on customer experience management — carefully overseeing every touchpoint customers have with your organization along their journeys. Why Customer Experience Management Is Important.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

NobelBiz

DECEMBER 5, 2023

It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. The most common reasons for using call forwarding are: avoiding missed calls (86%), providing alternative contact options (75%), and managing workload (72%). for international calls.

voip 104

voip Cloud contact Contact center software Contact Center 104

Jon Arnold

SEPTEMBER 4, 2019

Cloud is the dominant trend these days in the contact center, so there’s a lot to talk about. As a regular contributor to UK-based Enterprise Management 360 , I get involved in various projects, including podcasts.

Contact Center 60

Contact Center Cloud contact Enterprise Management 60

NobelBiz

OCTOBER 9, 2023

In the dynamic and ever-evolving world of call center management, owners and operations managers face a myriad of challenges that demand their attention and expertise. Example from a Call Center Perspective Think of a call center using an older CRM system for customer management and a new ticketing system for handling complaints.

Call Center 52

Call Center Management Contact Center Contact center software 52

3CLogic

FEBRUARY 7, 2024

The agent, in turn, is taking notes in one system, managing the conversation in a second, and resolving the issue in a third. Inefficient workflows and processes arise with fragmented operations, where communication channels and data management platforms don’t speak with each other.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

NICE inContact

JANUARY 10, 2018

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. in the technology capabilities category – compared to other cloud contact center solutions.

contact center solutions 48

contact center solutions Cloud contact Contact Center Multichannel 48

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This form of answering is a simple and convenient way to collect data and look for trends.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174