On-Trend: At-home Agents

Contact Center Pipeline

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as being trendy, which to my ear sounds like it’s less important than something that is on trend or trending. According to the Merriam-Webster dictionary, trendy is defined as: “Very fashionable, up […].

CX trends fintech and financial services firms can 'bank' on

TELUS International


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Guest Blog: Customer Service Trends for 2018


This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In this article, let us discuss a few upcoming trends of 2018 that will affect the customer service as well as CX for business and look at some resolutions that you may have to undertake. The post Guest Blog: Customer Service Trends for 2018 appeared first on Shep Hyken.

Emerging Trends Revealed in Unique CX Research

Beyond Philosophy

The post Emerging Trends Revealed in Unique CX Research appeared first on Customer Experience Consulting. We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

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.

Important Trends in Workforce Management Technology

Contact Center Pipeline

Exclusive Research Reveals Fascinating New Trends

Beyond Philosophy

This episode of The Intuitive Customer reveals the trends we identified in our research late last year. While some of it was what we expected to hear, a few trends left us gobsmacked. The post Exclusive Research Reveals Fascinating New Trends appeared first on Customer Experience Consulting. You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry.

Customer Service Trends 2020


To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Armed with the right tools, agents with the freedom to work on their own terms will be better engaged and motivated, enriching customer experience and reducing churn dramatically, making it one of the key customer service trends for 2020. This trend is catching on fast, with research predicting that the global market for emotion analytics will reach almost $1.6

Three social media trends that will impact your customer experience in 2020

TELUS International


How to Prepare for 5 Customer Service Trends in 2019

Contact Center Pipeline

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. Customer Service agent wages call center contact center contact center industry trends contact center technology customer service data security robotic process automation RPAThe evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Food for thought: Three key trends in the digital customer journey

TELUS International



A Glimpse To The New Trends In Humanizing Technology

Beyond Philosophy

The post A Glimpse To The New Trends In Humanizing Technology appeared first on Customer Experience Consulting. Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands.

Troublesome Trends & Predictions for 2018

Beyond Philosophy

From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. It is why I feel frustrated by these poor trends in my industry. The post Troublesome Trends & Predictions for 2018 appeared first on. I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist.

The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].

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.

Top CCM Trends of 2020


That’s why it’s so important to keep up to date on the latest news and trends that shape an industry. It's trite but true: Technology is constantly changing and evolving. Sometimes those changes are massive, other times they’re almost unnoticeable, especially if you don’t know what to look for. This is especially true for industry leaders and decision makers. Customer Experience Customer Communications Technology

WFO Trends in 2020

DMG Consulting

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. When it comes to contact center WFO applications, the vast majority of enterprises are still purchasing premise-based solutions, although a growing percentage of new sales are for cloud offerings, a trend that has picked up momentum due to the pandemic.

Revealed: New Trends on Pricing

Beyond Philosophy

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. The post Revealed: New Trends on Pricing appeared first on. Moreover, 68% said price is the biggest reasons they shop where they do. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong. Price is still important, vitally so.

3 Vital Trends For Your Mobile Experience

Beyond Philosophy

When it comes to mobile experience, there are three trends of which every organization should be aware. Trend #1: Efficiency. Trend #2: Accessibility. Trend #3: Security. The fact is that these trends in mobile UX are common sense. If you visit many organization’s mobile sites, however, it’s clear that these trends are far from common. The post 3 Vital Trends For Your Mobile Experience appeared first on.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

2018 Customer Experience Trends

The Center for Client Retention

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Players in many other industries are watching this trend, and will increasingly extend premium services to further expand market share. Businesses that closely follow trends in customer service are always contemplating what’s new, exciting, and able to help them stand out from the crowd.

2020 Call Center Trends in Q4


For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. This trend illustrates the importance of having professional, highly trained agents (remote and in-person) to handle customer service needs. 2020 has certainly been a year to remember.

2019 Customer Experience Trends

The Center for Client Retention

Customer Experience trends are bigger and better for 2019. Keep your hands on the wheel and your eyes on the following trends. The traditional “free” customer loyalty program is here to stay but paid and VIP programs are trending at the top of the pack. Blog Customer Experience Customer Service 2019 customer experience trends

Customer Experience Trends in 2019


Join us as we adjust your set and help you dial in your CX strategy with our annual report on key CX trends. We have done the channel surfing for you, and have found six important customer experience trends for you to monitor in 2019. Don’t miss out on these must read trends! 6 Must Read Customer Experience Trends in 2019. We are now controlling the transmission. This year, the only transmission that companies should be ‘tuning in to’ is customer experience (CX).

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.

2020 Customer Experience (CX) Trends

The Center for Client Retention

Keeping abreast of the following nine trends being monitored by The Center For Client Retention (TCFCR) will help your business thrive in 2020 and beyond. And observe a related trend affecting corporate marketing departments: by 2023, 51% of marketing organizations expect to have decentralized their marketing operations. If they herald a true trend–time will tell–it’s one made to order for our times. Our customers’ expectations are growing exponentially.

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. What are these 3 remarkable trends with so much power and clout? . The post The 3 Trends Customer Experience Professionals Can’t Afford to Ignore appeared first on. Without accepting these tenets, you are thwarting your success before you even begin.

6 Key Customer Service Trends in 2020


Check these 6 new customer service trends to jump on the hype train. The post 6 Key Customer Service Trends in 2020 appeared first on HelpCrunch blog. Customer service



2019 was a year full of learning and rapid change, and as we’ve been lucky enough to be named the global leader in Customer Service by Clutch, we thought we’d take the time to share the top trends we’re seeing in Customer Service for 2020: #support Ask Experts #customer_experience

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

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. 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

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials. In this fifth and final post, LANtelligence CEO Martin Tracey presents his thoughts on why it’s critical to have a sole source of data in today’s dynamic, data-driven […]. Technology call center contact center data management data sources

4 Technology Trends that Transform Contact Centers


The strategic use of this technology is also putting businesses far ahead … 4 Technology Trends that Transform Contact Centers Read More ». The post 4 Technology Trends that Transform Contact Centers appeared first on Ansafone Contact Centers. technology trendsAdvancements in technology have revolutionized how companies interact with customers.

Predictive CX Trends for Both Customer and Business Success

Contact Center Pipeline

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a fundamental aspect of good customer experience (CX): solving problems before they occur. Doing more work behind the scenes can significantly impact the customer’s perception of your business, which is where predictive […]. Technology AI automation bots call center contact center predictive CX self-service

Hot Trends Impacting Contact Centers: Artificial Intelligence

Contact Center Pipeline

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers, we asked industry thought leaders for their insights on why these topics are worth exploring, how they will affect contact center operations, what actions leaders can take to prepare their centers, […]. Technology AI artificial intelligence call center chatbots contact center Knowledge Management

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

trends. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of. Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital.

5 Important Trends That Impact Contact Centers Today and into the Future

Contact Center Pipeline

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future. Following are five over-arching business trends from Pelorus Associates’ latest report, 2018 World Market for Workforce Management Systems Market. The first two trends have […].

Five customer experience resolutions for 2020

TELUS International


Latest Trend That’s Killing Customer’s Trust

Beyond Philosophy

The post Latest Trend That’s Killing Customer’s Trust appeared first on. Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty. Yet it seems just the opposite.

5 trends in B2B customer experience management


Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss

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Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.