DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. See Figure 1. .

Contact Center 87

Contact Center Social Media Artificial Intelligence AI 87

Beyond Philosophy

DECEMBER 26, 2020

This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. This episode, we share five significant insights that we gleaned from the notorious year 2020. The post This is the Most Significant Thing We Learned in 2020! Click here to learn more.

Management Consulting 104

Management Consulting Technology Technology Customer Experience 104

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. 2020-21 saw most contact centers make a shift to cloud contact center software. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. Contact Center Technology Trends in 2022.

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Contact Center Technology Technology Social Media 98

Fonolo

NOVEMBER 5, 2020

The State of the Contact Center 2020. Get call-back technology. Call-back technology is a super simple way to provide exceptional service to your customers. Suppose your business doesn’t have call-back technology or alternative channels to manage customer inquiries. It’s a win-win! Make sure you’re well-staffed.

Contact Center 132

Contact Center Social Media Omnichannel Start-ups 132

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. In last year’s Contact Center Trends 2020 report, we predicted that there would be a mass migration to the cloud over the coming years.

Contact Center 126

Contact Center CX Education Start-ups 126

Beyond Philosophy

JANUARY 5, 2021

So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. Customer Science is the fusion between digital technology, artificial intelligence (AI), behavioral science to increase understanding of what customers want and what they do to get it.

Artificial Intelligence 89

Artificial Intelligence Machine Learning Government AI 89

Fonolo

JANUARY 20, 2020

Happy 2020, Fonolo Followers! Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. A new report spells out the state of the contact center in 2020. The gist: Several trends are poised to make a significant impact on contact centers in 2020.

Contact Center 117

Contact Center Customer Service Healthcare Omnichannel 117

Taylor Reach Group

JANUARY 17, 2020

For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. Start by investing in the tools and technology your employees need to perform their jobs. by JD Fairweather.

Contact Center 111

Contact Center Start-ups Customer Satisfaction Technology 111

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. Invest in new technology. Think you’re ready?

Retail 96

Retail E-commerce Contact Center Gaming 96

Transcosmos

JANUARY 19, 2021

2020 was certainly not an ordinary year. This article provides a brief overview of the top business challenges companies faced in 2020. These factors became more important than ever for organizations in 2020 as social distancing became mandatory due to government regulations and physical meetings were replaced by online ones.

Government 52

Government Technology Technology 52

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Fonolo

DECEMBER 2, 2021

Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs. Contact center technology to help manage call volume. So, what’s the solution? Plus, so much more.

Contact Center 95

Contact Center Technology Technology Retail 95

Fonolo

FEBRUARY 11, 2020

Why clever companies are spending more developing human talent than technology. Watch the full interview below, and then go read here to read more of our predictions for customer service industry trends in 2020 : ?. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Contact Center 98

Contact Center AI Omnichannel Technology 98

Kerry Bodine

DECEMBER 30, 2020

And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. For years, I’ve had a list of external triggers — like the introduction of a new technology or a stock market crash — that should prompt you to reexamine how your customers’ needs and expectations are changing.

Customer Experience 90

Customer Experience Customer Journey Map Touchpoint Start-ups 90

DMG Consulting

MAY 21, 2020

VISION 2020. We’ve entered the new decade with great momentum in technological innovation. In 2020 we’re going to see new and continued investments that will finally allow companies to decrease the number of live agent resources needed in contact centers, which is the number-one goal for these people-intensive organizations.

Artificial Intelligence 48

Artificial Intelligence Contact Center Outlook Transportation 48

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them.

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Customer Retention Text Analytics AI Engineering 98

Fonolo

JANUARY 26, 2021

Virtual queuing and automated call-backs may seem like new technology, but companies have just been holding out on you. Virtual queuing technology has a long history. As this was all relatively new technology, people had no idea what high call volume looked like or what to do with it. The first call center tech was analog wires.

Technology 108

Technology Technology Legal Start-ups 108

Fonolo

NOVEMBER 4, 2021

By the end of 2020, 71% of employed adults were working from home. Plus, the work-from-home landscape has also changed the way contact centers use call center technology and software as well. Incompatible technology and agent training. Today’s most popular remote call center technologies. Cloud-based technology.

Technology 87

Technology Technology Contact Center Artificial Intelligence 87

UJET

NOVEMBER 18, 2019

In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths. The post Customer Support Trends and Predictions for 2020 appeared first on Customer Experience Blog by UJET.

Contact Center 78

Contact Center AI Machine Learning Actionable Insights 78

eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

Customer Experience 110

Customer Experience Customer Relationship Innovation CX 110

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. When: Today, 23 July 2020.

Text Analytics 62

Text Analytics Contact Center Innovation Sales 62

Beyond Philosophy

FEBRUARY 10, 2020

Traditional growth includes improvements in functionality in a rational way, e.g., faster processors in technology, new delivery times, or improved networks or network access for telecommunications, and other things along these lines. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

DMG Consulting

JANUARY 3, 2020

Vision 2020. We enter the new decade with great momentum in technological innovation. In the year 2020, we’re going to see new and continued investments that will finally allow companies to decrease the number of live agent resources needed in contact centers, the number-one goal for these people-intensive organizations.

Contact Center 48

Contact Center Artificial Intelligence Outlook Transportation 48

TeamSupport

JANUARY 10, 2020

Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). Instead, businesses will look to empower their current service team by providing them with the technology they need to work more efficiency.

Customer Service 80

Customer Service B2B Innovation Technology 80

SugarCRM

MARCH 25, 2021

We had an extensive list of innovative initiatives to improve the Sugar platform, and we even crossed a few of them off the list by the first three months of 2020. While not all plans we had in 2020 came to fruition as we originally planned, we still managed to achieve much more than we originally anticipated.

Artificial Intelligence 49

Artificial Intelligence Innovation CRM Omnichannel 49

The Customer Service Blog

JUNE 11, 2022

We take it for granted that technology brings people closer together and improves our access to essential products and services. If you can’t imagine life without your smartphone, it’s easy to forget that people who can’t or don’t want to engage with the latest technology are being left behind.

Technology 52

Technology Technology Entertainment Sports 52

Fonolo

AUGUST 29, 2019

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Jon Arnold, Technology Thought Leader, Analyst, and Speaker: “The two themes I cited here last year – messaging and AI – continue to dominate the contact center landscape. If technology can help, great!

Contact Center 121

Contact Center AI Technology Technology 121

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020. Many vendors from various IT sectors.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

Fonolo

NOVEMBER 19, 2019

Here is why and how your company can implement simple, convenient, and effective SMS call-back technology into your customer service and call center strategy. . Studies have found that in 2020, nearly 48.7 Communicate With Customers on Mobile Devices. Send Convenient SMS Alerts . Create the Best Experience for Customers.

Technology 89

Technology Technology Social Media Healthcare 89

Fonolo

DECEMBER 17, 2019

With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020. AI has been a growing trend in contact centers and customer service providers for a couple of years now, but in 2020 we’re expecting to see it come to the fore. Don’t miss the last 2 trends!

Contact Center 76

Contact Center Social Media Omnichannel AI 76

Steven Van Belleghem

DECEMBER 3, 2019

In 2020 this trend of machines talking to machines – fridges telling virtual assistants to buy milk or printers notifying Amazon that they ran out of toner – and the according disintermediation of the active customer decision will only increase. Curious to see what 2020 will bring in this realm. Brands as the new religion.

Healthcare 52

Healthcare Customer Experience Non-Profits AI 52

ProProfs

AUGUST 13, 2020

Mobile devices will be a key technology to providing that learning support.”. – Dr. Marcus Specht, Professor of Advanced Learning Technologies, Open University of Netherlands. So, with the sudden boom in technology advancements, digitalization in every working field is inevitable. Not sooner, not later.

Education 98

Education Government AI Technology 98

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Net Promoter Score 64

Net Promoter Score Start-ups NPS Touchpoint 64