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Four Emerging BPO Trends to Watch

CCNG

Numerous BPO trends have emerged that offer a way to reduce expenses and improve CX. As new technology emerges for contact centers, business process outsourcing (BPO) is rapidly shifting. 59% of organizations cite cost savings as the number one reason they outsource. Working with a BPO provider can bring cost savings in many ways.

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5 Contact Center Technical Trends

CCNG

Navigating through technological advancements and shifting customer expectations, staying updated with the latest trends is no longer a luxury—it’s a necessity. These trends are not just shaping the future—they’re redefining the very essence of customer interaction and satisfaction.

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Three trends impacting the insurance customer experience

Callminer

From inflation to climate change, this blog explores the top trends impacting modern insurers, and how these teams can improve customer experience while reducing costs.

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Top 05 Emerging Technological Trends in Contact Centers

CCNG

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. Staying abreast of these trends is key to driving success and redefining the future of contact center operations.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Download the State of Digital Customer Experience 2024 and discover the top five digital CX trends for this year and beyond.

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Five 2024 AI trends for the contact center and beyond

Callminer

Read this blog for five AI trends impacting organizations in the year ahead. As we venture into 2024, AI for the contact center, CX and other business applications continues to evolve rapidly.

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25 Call Center Technology Trends to Watch in 2021

Callminer

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. Technological Trends. Attention to Detail.

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Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

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Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

By the end of this webinar, you will know: What is real and what is fiction in the latest trends in artificial intelligence. How to leverage AI to drive cloud-based solutions in contact centers. How to combine the human element with automation, rather than replacing them.

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60-Day Plan: Practical Upgrades for Your Remote Contact Center -- a Webinar Replay

Speaker: Roger Lee, VP Customer Success, Gridspace

Monitoring calls for trends and KPIs in real-time. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days, e.g., Automating internet and audio quality checks for remote agents. Streamlining agent evaluations with real-time dashboards.

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Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C.

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Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Customer Experience is the new black. NPS and Loyalty are the new shiny. Companies are investing millions in improving CX. But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?