Industry Related Topics 
Callminer
OCTOBER 24, 2022
In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more
Helpware
JANUARY 24, 2023
But, for the global health industry - as contagions spread and hospitals faced unprecedented demand - the coronavirus pandemic has been a period of forced, rapid transition.
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Contact Center Pipeline
JULY 30, 2019
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 […].
Outsource Consultants
MARCH 8, 2022
Many consumers have already noticed barren grocery store shelves and longer wait times in restaurants as service and supply chain industry positions remain unfilled. As with domestic changes, global wage increases will have an impact on the BPO industry as well.
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.
Steve DiGioia
MAY 13, 2019
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
kommunicate
JUNE 18, 2022
The post 5 Ways AI Chatbots are Changing the USA Healthcare Industry appeared first on Kommunicate Blog. IndustriesLast Updated on June 18, 2022 “The vision for our assistant is to help you get things done.”
Shep Hyken
SEPTEMBER 29, 2021
Ace Hardware stores didn’t stop with being world-class in the home improvement industry. They wanted to go beyond their own industry. They became so good that other companies, completely unrelated to the hardware and home improvement industry, wanted to learn their secrets. .
Callminer
MARCH 23, 2020
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.
CCNG
JULY 12, 2020
No matter the industry and state of business, this is an unprecedented and a necessary time for strong leadership.
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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.
Liveops
SEPTEMBER 13, 2021
The post 2018 Call Center Industry Report appeared first on Liveops. Call Center Industry
CCNG
SEPTEMBER 14, 2022
As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums.
Callminer
FEBRUARY 18, 2020
To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter
Edify
DECEMBER 7, 2022
December 7, 2022—Santa Monica, CA —Edify Labs ( edify.cx ), the customer experience software company that makes business communications feel more like personal ones, today announced the appointment of its new Chief Revenue Officer, Tony Lama.
Learn Why Enterprise leaders need to build a road map that is based on best practices of ITSM and is also flexible to modify itself as per the changing industry trends/customer expectations.
CSM Magazine
DECEMBER 21, 2022
Some industries have higher turnover rates than others. For instance, some segments of the customer service industry have an attrition rate of 50%. Companies can counter that myth by upskilling their agents and promoting possible career paths within the industry.
Outsource Consultants
JANUARY 18, 2022
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?
Fonolo
NOVEMBER 11, 2022
Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic.
The Northridge Group
AUGUST 23, 2022
Quality Monitoring needs vary by industry, but one industry with very specific and complex Quality Monitoring needs is the healthcare industry. The post How Contact Center Quality Monitoring Benefits the Healthcare Industry appeared first on The Northridge Group.
Advertiser: ZoomInfo
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.
CustomerGauge
JULY 20, 2017
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.
Outsource Consultants
OCTOBER 11, 2022
The country’s thriving hospitality industry has created a culture of customer service and well-rounded Jamaican contact center agents. Foreign investors can enjoy the beautiful scenery and a thriving BPO industry, bolstered by support from the country’s government.
Outsource Consultants
NOVEMBER 17, 2021
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.
24-7 InTouch
NOVEMBER 4, 2022
As the video game industry has evolved in recent years, it has also become more complex. The gaming industry includes physical hardware and devices, infrastructure, game development and publishing, game marketing and distribution, and everything in between.
Advertiser: ZoomInfo
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.”
kommunicate
NOVEMBER 4, 2022
Last Updated on November 4, 2022 There is no other industry in this world where time plays such a critical role in saving lives other than the healthcare industry. The post Top 9 benefits of WhatsApp chatbots in Healthcare Industry appeared first on Kommunicate Blog.
Fonolo
NOVEMBER 9, 2021
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
CSM Magazine
JANUARY 11, 2023
We all know that the gambling industry is huge. Billions of dollars are wagered every year, and the industry shows no signs of slowing down. That’s why empathy is such an important component of customer support in this industry.
Fonolo
JANUARY 20, 2022
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.
Advertiser: ZoomInfo
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.
Concentrix
NOVEMBER 10, 2021
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.
Outsource Consultants
AUGUST 15, 2022
As the medical industry experiences higher demand for service and a staffing shortage, outsourcing options have become more pivotal to keeping things running than ever before. With so many reasons to swab, COVID-19 testing has become its own industry.
TeleDirect
NOVEMBER 9, 2022
Whatever your company provides, if it’s in the automotive industry, TeleDirect is your best choice for providing stellar customer contact services, converting leads and seeing return customers. The post How to Improve Customer Service in Automotive Industry appeared first on TeleDirect.
Quality Contact Solutions
MARCH 4, 2021
By Steve Korn, Business Development Executive If you are in the commercial roofing industry, outbound telemarketing services need to be in your sales model as the industry has billions of dollars in sales up for grabs each year.
Advertiser: ZoomInfo
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.
Lumoa
NOVEMBER 2, 2022
Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. The telecommunication industry is a multi-billion dollar infrastructure that has been steadily growing every year.
Helpware
AUGUST 16, 2022
The COVID-19 pandemic has arguably transformed healthcare, perhaps more than any other industry.
TMP Direct
JULY 15, 2021
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.
Beyond Philosophy
FEBRUARY 29, 2016
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.
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.
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