Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.

Contact Center 98

Contact Center AI Omnichannel Technology 98

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 204

Contact Center Social Media NPS AI 204

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

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.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

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

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET. Donna Fluss is president of DMG Consulting.

Contact Center 138

Contact Center Retail Innovation Customer Experience 138

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. Contact centers that have been hesitating on technology upgrades for years transformed their operations in a matter of weeks because it was a matter of survival.

Contact Center 147

Contact Center CX Innovation Technology 147

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 2 December 2020.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

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!

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.

Contact Center 121

Contact Center AI Technology Technology 121

Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition. Analytics Emerges as a Barrier Buster.

Predictive Analytics 207

Predictive Analytics Unstructured Data Omnichannel Touchpoint 207

Customer Service Life

FEBRUARY 10, 2020

Best Uses of AI in Customer Service – AI will continue to be an area of intrigue in 2020. In this article on the Navedas blog, I discussed the importance of using AI to help contact center agents more efficiently resolve customer issues rather than focusing solely on chatbots. Which companies get your vote?

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. Customer Contact East, Ft. ICMI Contact Center Expo, Ft. GTACC 2020 Conference, Toronto.

Customer Service 129

Customer Service Contact Center CX Education 129

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. Read on and thank us later.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Callminer

JULY 22, 2018

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. Let’s take a look at 4 critical measurements to determine the effectiveness (or, conversely, ineffectiveness) of the outsourced contact center: 1) Service Level. 2) Agent Turnover.

Contact Center 186

Contact Center CX Compliance Customer Service 186

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. Empathy has been a hot topic in the contact center industry this past year.

Contact Center 150

Contact Center Start-ups Sales Customer Satisfaction 150

Fonolo

DECEMBER 2, 2020

To grade a contact center on handling a crisis, you really have to judge it in context. The State of the Contact Center 2020. So, in answer to the question, “How did contact centers do in the pandemic?” Contact Center Trends 2021. We have no idea. But the problem is deeper.

Contact Center 122

Contact Center Government 122

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

OCTOBER 15, 2020

Here are seven things your customers want your contact center to know: They want easy solutions. Business growth in 2020 is driven by reducing friction in the customer experience and creating a journey that works smoothly and seamlessly. 4 Ways to Improve Contact Center Operational Efficiency. Not likely!

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Construction Customer Satisfaction Start-ups 129

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. billion in 2020” . What are cloud-based contact centers?

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

CSAT.AI

AUGUST 12, 2021

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems. It has proven to work and many contact center leaders expect remote work to remain. These scores lead to cost savings and cheers.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Fonolo

NOVEMBER 11, 2021

Contact centers have been learning this the hard way over the last decade. Our latest report, Contact Center Trends 2022, covers this important topic as our workforce faces significant labor shortages. READ THE FULL GUIDE: Contact Center Trends 2022. Turnover has plagued contact centers for a long time.

Contact Center 87

Contact Center Customer Satisfaction Sales Touchpoint 87

DMG Consulting

MAY 26, 2020

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. The platform concept is very important to the future of WFO, as well as other contact center systems and applications.

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

Fonolo

JANUARY 20, 2020

Happy 2020, Fonolo Followers! New in Contact Centers. It’s a great time to be a contact center agent in New York state, who seem to be very fond of its telephony workers. A new report spells out the state of the contact center in 2020. Making your contact center omnichannel ready.

Contact Center 117

Contact Center Customer Service Healthcare Omnichannel 117

CSAT.AI

JUNE 29, 2022

Agents learning to perform at the industry comparable level of a guitar legend is supported by effective contact center agent feedback. Not all contact center agent feedback is equal though. 2) Positive and Negative Contact Center Agent Feedback. The post 5 Points for Effective Contact Center Agent Feedback?

Contact Center 81

Contact Center Construction AI NPS 81

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. What is an omnichannel contact center? Omnichannel vs multichannel contact center. Understand the customer journey.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 12/11/2019. When: Today, 11 December 2019.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. Here are some of our best tips for retailers when navigating holiday shopping season 2020: 1. The State of the Contact Center in 2020 Industry Report. Prepare your contact centers.

Retail 96

Retail E-commerce Contact Center Gaming 96

Taylor Reach Group

MARCH 20, 2020

One priority each of us should have on our “to do” for 2020 is mental health. Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of stress in 2016. By Colin Taylor.

Contact Center 105

Contact Center 105

Execs In The Know

MARCH 15, 2023

Contact center automation is a powerful tool that can help businesses improve customer experience, reduce costs, and increase efficiency. A 2020 NICE inContact survey found that 91% of consumers want to speak with a live agent when they have a complex issue. Automation goes wrong when you lack human involvement.

Contact Center 52

Contact Center Artificial Intelligence AI NPS 52

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Contact Center 48

Contact Center Text Analytics Touchpoint Sales 48

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center CEM CRM Finance 48

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. trillion of business value, and customer experience will become the center of this hike.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

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

Execs In The Know

AUGUST 10, 2021

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. In our experience, that equates to taking a “human-centered” approach to contact center design and operation.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97