Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. That so many CX professionals have been able to incorporate this approach into their operations is impressive, to say the least.”. Peter Ryan , Ryan Strategic Advisory.

Contact Center 147

Contact Center CX Innovation Technology 147

Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. Contact Centers Adapted Fast. Contact Centers Adapted Fast. Good times. Peter Ryan, Snr.

Contact Center 126

Contact Center CX Education Start-ups 126

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! – Shep Hyken, CS & CX Expert.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming year. Peter Ryan.

Contact Center 142

Contact Center Customer Experience AI CX 142

Kerry Bodine

JANUARY 14, 2021

In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimizing the changes they implemented in 2020? Register here.

Contact Center 71

Contact Center CX AI 71

CSAT.AI

AUGUST 12, 2021

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Zendesk’s 2021 Customer Experience Trends Report reveals 75% of customers are willing to spend more on a brand that provides quality CX. Providing resolution efficiently is a part of good CX.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Fonolo

DECEMBER 3, 2020

Over the past few years, CX has become more than just a hot topic. 3 Crucial Contact Center Trends in 2021. When designing a superior CX strategy for your business, it’s not just about how you can serve your customer. A visual IVR can be a very powerful tool for making your contact center more accessible.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

Fonolo

MAY 25, 2021

So, when it comes to tackling these never-ending inbound calls on the voice channel, what’s a call center manager to do? The Contact Center Guide to Managing Spikes in Call Volume. What is Call Deflection in a Contact Center? How does Call Deflection Benefit a Call Center? Two words: call deflection.

Contact Center 104

Contact Center E-commerce AI Customer Satisfaction 104

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. When: Today, 13 October 2021. MEDIA ALERT. Background: .

Contact Center 48

Contact Center Innovation Customer Relationship Management Technology 48

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Artificial Intelligence Innovation Technology 77

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. It’s challenging to train, onboard, and retain talent in the contact center today. Contact Us. +1

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

DMG Consulting

MARCH 30, 2021

Contact Centers’ Digital Transformation Has Only Begun. March 30, 2021 By Donna Fluss. It was a brute force exit from the office, but contact centers were highly effective in getting their folks home and back online so they could be available to assist their companies’ customers and prospects.

Contact Center 79

Contact Center Real Estate Artificial Intelligence Compliance 79

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Uniphore

JUNE 15, 2021

From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. For contact center and customer experience leaders, the stakes have never been higher. What Your Call Center Agents Rant About on Social Media. and the 7 Surprising CX Insights They Reveal.

CX 162

CX Social Media Contact Center Actionable Insights 162

Execs In The Know

DECEMBER 8, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. The outsourcing contact center market is becoming more competitive. WFH Insights. Did you know COPC Inc.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. The outsourcing contact center market is becoming more competitive. WFH Insights. Did you know COPC Inc.

Contact Center 52

Contact Center Touchpoint Government CX 52

CX Network

JULY 7, 2021

Optimizing your digital presence with data, automation and design for the ultimate customer experience.

Contact Center 117

Contact Center Customer Experience 117

Shep Hyken

JULY 19, 2021

To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. AWS Contact Center Day: Best Practices for Great Customer Experience by Zeus Kerravala. ” Jennifer Featherling, director of contact center technology at Priceline, was also part of the program.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. For press inquiries, contact Drew Pizzini at dpizzini@jacada.com.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

Execs In The Know

AUGUST 10, 2021

As of May 2021, there was a record-high 9 million open jobs in the U.S. WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

CSAT.AI

APRIL 14, 2021

Instead, gain ground managing hybrid contact centers. According to the Microsoft 2021 Work Trend Index Survey, during the pandemic: “people who interacted with their coworkers more closely than before not only experienced stronger work relationships, but also reported higher productivity and better overall wellbeing.”.

Contact Center 52

Contact Center CX NPS Customer Service 52

CSAT.AI

FEBRUARY 8, 2023

For the customer service industry, how can generative AI tools like ChatGPT impact the future of contact centers? For context: OpenAI began in 2015 and has received funding from Microsoft in 2019, 2021 and 2023. The post Can Generative AI Like ChatGPT Provide Value to Contact Centers?

Contact Center 71

Contact Center AI Sentiment Analysis Customer Satisfaction 71

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. Contact Centers Moving Forward at an Accelerated Pace. Companies must continue to prioritize the customer experience (CX) as they reimagine customer journeys. View this article on the publisher’s website.

Contact Center 48

Contact Center Real Estate Artificial Intelligence Compliance 48

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . The WFO/WEM suite vendors generated contact center sales of $2,236.9

Contact Center 48

Contact Center Artificial Intelligence AI Technology 48

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. Call center agents are stuck between a rock and a hard place. They have made your call center a glass house on social media.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

DMG Consulting

JUNE 14, 2022

DMG Consulting Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

Fonolo

MAY 11, 2022

But adopting a few CX tactics isn’t enough to stay competitive. Meet our 2022 CX Award Winners. Now in its 6th year, Fonolo’s annual CX Excellence Awards celebrate contact centers that demonstrate excellence in customer service and customer experience. Learn More About the CX Awards.

CX 91

CX Non-Profits Education Contact Center 91

Ameyo Callversations

OCTOBER 5, 2021

Bitcoin’s price has grown by 66% in February 2021. – (Source: TechCrunch) The confidence for cryptocurrency as of January 2021 is almost 100%. Contact Centers – The cryptocurrency industry is flourishing yet, customer care is still a significant challenge. Cryptocurrencies are well known for having poor CX.

Contact Center 52

Contact Center Compliance Government Social Media 52

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Sep 3, 2021 Donna Fluss. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers.

Contact Center 48

Contact Center Artificial Intelligence Entertainment CRM 48

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.

Contact Center 144

Contact Center CX Retail Technology 144

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021.

Contact Center 59

Contact Center VOC CX Voice of the Customer 59

Execs In The Know

MAY 18, 2021

Our recent Customer Response Summit (CRS) — Spring 2021 event (April 26–28, 2021) played host to a variety of sessions including keynotes, case studies, and breakout groups, as well as four very powerful and timely panels, each one hosted by COPC Inc. The Importance of Research to the Modern CX Executive . John Riordan, Shopify.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021.

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

Shep Hyken

JULY 12, 2021

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. My Comment: When it comes to customer support and contact centers, the people at Sharpen CX are pretty sharp. Out of 1,000 consumers, 65% said, “Yes.”

Customer Service 116

Customer Service Retail Entertainment Social Media 116