3 Contact Center Industry Trends You Shouldn’t Ignore


Call center industry trends help us pave a path forward and keep up with the ever-present competition. Here are three contact center industry trends you shouldn’t ignore in 2022. Industry Report: State of the Contact Center 2022.

Industry Report: State of the Contact Center 2022


The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Industry Report: State of the Contact Center 2022. The post Industry Report: State of the Contact Center 2022 first appeared on Fonolo.


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Contact Center Trends: Industry Predictions for 2022


Just a year ago, we made some bold predictions around the direction this industry would take – and now, the results are in! The post Contact Center Trends: Industry Predictions for 2022 first appeared on Fonolo. Contact Center Industry Reports contact-center trends

Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].

Contact Center Virtual Summit: July 7 - 27, 2019

Join us as we bring together the best contact center experts and hottest tools in the industry for you to optimize performance, hire right, and retain your best agents. These sessions will show you the strategies top people in the industry are using and recommend.

The State of the Call Center Industry with Corey Kotlarz

Outsource Consultants

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry?

2018 Call Center Industry Report


The post 2018 Call Center Industry Report appeared first on Liveops. Call Center Industry

Operational Challenges in the Call Center Industry


All industries benefit from innovation and customer support is no different in this regard. There are numerous issues for which call center managers and leaders must account in running a successful customer support operation.

Contact Center Industry Perspectives and Resources


No matter the industry and state of business, this is an unprecedented and a necessary time for strong leadership.

Call Center Service Levels: Calculations, Metrics, & Industry Standards


Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years.

How to Overcome the Pain Points of Your CRM

CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.

Sustainability: Growing Expectations for CX Industry Leaders


The post Sustainability: Growing Expectations for CX Industry Leaders appeared first on Concentrix. Watch this PACE Insights videocast and learn how to bring the value of sustainability across your company—and to your customers.


Operational Challenges in the Call Center Industry


To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter

The Technology Industry NPS® Benchmarks


The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. Blog Featured Net Promoter benchmarks Net Promoter News News NPS Technology IndustryCompanies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth.

4 Reasons the BPO Industry Can Be Thankful

Outsource Consultants

The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model.

How ZoomInfo Helps Overcome the Top Pain Points of Inside Sales

Recent digital transformation has shifted the B2B landscape by ushering in the era of buyer empowerment. With more access to user reviews, analyst opinion, and industry research, decision-makers are more informed than ever while navigating what is now known as the “buyer’s journey.”

You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry

Steve DiGioia

This is the worst possible scenario for those in the service industry. skills to be friendly enough for the customer service industry. But what if I asked you if you’re friendly enough for the customer service industry? Skills to be Friendly Enough for the Customer Service Industry appeared first on Steve DiGioia. Skills to be Friendly Enough for the Customer Service Industry Friendly Enough for the Customer Service Industry service industry

Outsourcing Industry Leader Merlin Gackle Joins Outsource Consultants

Outsource Consultants

Saint Louis Park, MN, January 26, 2022 – Outsourcing industry veteran Merlin Gackle has joined the Outsource Consultants team as a Global BPO Matchmaker.

AI and the telecom industry

TMP Direct

AI and the telecom industry. While the telecom industry is mature and has a built-in infrastructure, rapid change is happening alongside the huge impact brought by Covid-19, including the rollout of 5G and the increasing adoption of IoT.

Your Holiday Reading List to Get Ahead in the Customer Service Industry


Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Learn from the best in the customer service industry. Plus, learn how to get ahead of your customer service industry competitors from contact center professional Sayo Afolayan.

The Impact of Direct Dials on Sales Productivity

Leveraging the latest industry research, this eBook highlights the impact of direct dial phone numbers on sales productivity with the goal of empowering reps to have more conversations with prospects, and consequently, schedule more meetings, increase opportunities, and close more business - fast.

Key Call Center Services for the Healthcare Industry


Call centers are a reliable resource that can provide a helping hand and listening ear to help manage the challenges faced by organizations in the healthcare industry. The post Key Call Center Services for the Healthcare Industry appeared first on Ansafone Contact Centers.

AI Growth in the Insurance Industry

Creative Virtual

One industry that has experienced an influx in the need for self-service is Insurance. The post AI Growth in the Insurance Industry appeared first on Creative Virtual. By Susan Ott, Customer Success Manager.

Top Trends in the Customer Service Industry for 2022

CSM Magazine

That’s why we’ve taken a look at the customer service industry and identified changes that will have a direct impact on your performance. Read further for the top trends in the customer service industry for 2022.

How Service Still Beats Price In Certain Industries

CSM Magazine

In some industries, this really is the case. However, there are industries in which customer service is everything. These are generally industries that sell products or services requiring a high level of technical care, or industries that deal with large sums of money.

Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

Delivering Great Customer Service in the Healthcare Industry

Help Scout

Every industry has its nuances. Why customer service is important in the healthcare industry. And similar to other industries, positive interactions could also mean patients are more likely to continue using your services, which is good for everyone involved.

New Research Digs Into Industries And Consumer Feedback Patterns

Experience Matters

Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data. consumers and examine almost 300 companies over 20 industries. Business impact Customer experience CX - Customer Experience Enlighten Industry Data

The State of the Contact Center in 2020 | Industry Report


Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. We sought out industry experts and leaders far and wide and asked them how Contact Centers — and the CX industry as a whole — fared in the first few months facing COVID-19.

EVE Cortex: The first scalable visual AI assistant in the industry


The post EVE Cortex: The first scalable visual AI assistant in the industry appeared first on TechSee. The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers.

5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

Take the High Road” : When to walk away from legacy practices that have defined your industry. In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.

3 Trends and Challenges for the CX Industry in 2019

Contact Center Pipeline

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty. Customer experience (CX) is an area that can provide both this increased attention and help maintain customer loyalty—that is, when CX is done the right way. In fact, […]. Customer Experience automation call center contact center customer experience omnichannel speech analytics

Industry Secrets Leaked – Predicting Customer Behavior!

Beyond Philosophy

The post Industry Secrets Leaked – Predicting Customer Behavior! Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances.

2021: Emerging AI trends in the telecom industry


No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Let’s take a look at some of the telecom industry trends that are being driven by the expansion into AI: Network optimization, preventive maintenance, Virtual Assistants, and robotic process automation (RPA). Top AI Trends in the Telecom Industry.

On-site, Work-at-Home, or Hybrid Staffing: Which Model Is Best for the Call Center Industry?


Nowhere was that shift more apparent than in the call center industry. Industry InsightsThe COVID-19 pandemic forced a seismic change in employee staffing. Many, if not most, companies rapidly shifted from an in-office environment to remote work.

Community Predictions 2022

We sat down with 22 experts to discover what's coming for community in 2022. Together, we worked out ten key takeaways for the coming year. If you run a community, are part of a community, or are debating whether or not to launch one, this eBook is for you.

Call Center Service Levels: Calculations, Metrics, & Industry Standards


The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period

New Fleet Management Industry Trends In 2021-2022

CSM Magazine

The last year has changed our lives dramatically, and lots of industries have undergone various changes. The fleet management industry has also learned how to adapt to the challenges. For example, fleet industries pay more attention to sanitization.

A promising answer in the insurance industry talent crisis


With two-thirds of working Americans anticipated to take part in the gig economy in less than 10 years, the uber-traditional industry of insurance is making inroads into this paradigm. In the gig economy, there are all kinds of challenges in navigating liabilities and industry giants are assessing how to respond. This includes the insurance industry. Industry giants already sourcing remote workers include Humana, United Health and Anthem.

Customer retention in the telecom industry – new thinking


With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Churn in the telecom industry. Enhancing customer retention in the telecom industry.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.