Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. Call-Back Technology. Let’s dive in!

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Adrian Swinscoe

MARCH 11, 2024

Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe.

Contact Center 147

Contact Center Innovation CX Technology 147

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Peter Mann.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Fonolo

FEBRUARY 2, 2021

The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. Major Call Center Technology Trends in 2021.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Fonolo

DECEMBER 2, 2021

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. A reduction in available childcare workers has left many contact center agents without adequate care for the kids, forcing them to leave their positions. Plus, so much more.

Contact Center 95

Contact Center Technology Technology Retail 95

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Fonolo

SEPTEMBER 22, 2020

Gen-Z’s expectations of technology are far higher than previous generations. If you don’t start implementing these essential four technologies into your business, you’re going to have serious trouble connecting with this generation of digital natives. Gen-Z Expects More from Technology than Previous Generations.

Contact Center 124

Contact Center Technology Technology Omnichannel 124

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. Call-Back Technology. Let’s dive in!

Contact Center 67

Contact Center Technology Technology Artificial Intelligence 67

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? It’s simply become too loud.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. Trying to limit AI is akin to limiting human ingenuity, and that will not (and should not) happen. AI is going to make very significant contributions to many areas of business, including contact centers.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Technology CX 62

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more demanding. They discuss the importance of driving employee engagement and by extension, customer satisfaction.

Contact Center 126

Contact Center CX NPS Start-ups 126

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. How Can WFM Help my Contact Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Uniphore

NOVEMBER 9, 2021

Contact centers can adapt to a post-pandemic world and be future-ready with conversational AI and automation. Over a year after the onset of the pandemic, contact centers are looking to transform and enrich their operations with conversational AI and Automation technologies.

Contact Center 130

Contact Center AI Compliance Technology 130

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. The Contact Center Guide to Managing Spikes in Call Volume. of retail contact center leaders.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Better metrics.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Here are four main areas where we expect to see advancements in artificial intelligence change – and improve – the contact center. . More personalization and better customer experience . Sentiment Analysis.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Watch the video or read on for the highlights!

Contact Center 142

Contact Center CX Gaming AI 142

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Why Agent Retention Matters The challenge of retaining top talent in a contact center environment is no small feat.

Contact Center 52

Contact Center AI Technology Technology 52

Fonolo

APRIL 25, 2023

It improves your CSAT scores, supports your agents and helps smooth out call spikes in the contact center. Top 7 Problems Fonolo Call-Backs Can Solve If you work in a contact center, chances are you are familiar with the traditional way to use call-backs. Call-backs also offer superior customer experience.

Contact Center 95

Contact Center Gaming Start-ups Technology 95

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. – Salesforce. – Salesforce.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Customer Think

OCTOBER 3, 2023

Harnessing the power of artificial intelligence (AI) is imperative to future-proof customer experience automation. However, the modern contact center’s greatest challenge is the prevalence of “closed platforms” that limit an organization’s choice of data, AI, and best-of-breed applications.

Contact Center 78

Contact Center Artificial Intelligence Customer Experience CRM 78

Callminer

SEPTEMBER 29, 2022

Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporating this technology into your contact center.

Artificial Intelligence 182

Artificial Intelligence Customer Experience Contact Center Technology 182

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. businesses each year following bad customer experiences.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX).

Contact Center 147

Contact Center Start-ups Gaming CX 147

Fonolo

DECEMBER 15, 2020

However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. Crises do occur.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147