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

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

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

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

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

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. It happened even faster than we thought.

Contact Center 135

Contact Center CX Technology Technology 135

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

Experience Investigators

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. 4 Ways to be a CX Change Agent at Your Organization.

CX 133

CX Social Media Contact Center Customer Journey Map 133

CSAT.AI

AUGUST 12, 2021

Treat your customers like valuable members of your team! 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.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

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

Fonolo

MAY 25, 2021

With customers clogging up the phone lines, your agents will be overwhelmed with increased customer frustration. 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. Offer call-backs.

Contact Center 104

Contact Center E-commerce AI Customer Satisfaction 104

Fonolo

DECEMBER 3, 2020

Over the past few years, CX has become more than just a hot topic. To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler? Smarter self-service options.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

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

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

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

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

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? How Consumers Now Define a Good Customer Experience by Jack M. My Comment: How do our customers define a good customer experience?

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

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

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

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. Six Crucial CX & Contact Center Trends That Will Shape 2021.

CX 132

CX Contact Center Omnichannel Customer Relationship Management 132

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. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. 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. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. WFH Insights. Did you know COPC Inc.

Contact Center 52

Contact Center Touchpoint Government CX 52

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Persistent Forces for 2021. Not likely.

Customer Experience 77

Customer Experience Invoicing Sports VOC 77

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

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. Check it out!

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Fonolo

MAY 11, 2022

Customer experience is no longer just a buzzword. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. But adopting a few CX tactics isn’t enough to stay competitive. Meet our 2022 CX Award Winners.

CX 91

CX Non-Profits Education Contact Center 91

Execs In The Know

AUGUST 10, 2021

As of May 2021, there was a record-high 9 million open jobs in the U.S. While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. Perfecting the work-at-home contact center model.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

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

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model.

Sports 62

Sports CX Scorecard Touchpoint 62

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. These include modifications to fundamental business activities—how products and services are distributed, and how and by whom customer service is delivered.

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

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact Center 40

Contact Center Social Media Omnichannel CRM 40

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

Shep Hyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski. Do you seek an experience?

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Steven Van Belleghem

DECEMBER 6, 2021

The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. They compare the experience to the best they’ve had from any business or brand.

CX 123

CX Customer Experience Non-Profits Social Media 123

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. And the same is the case with cryptocurrencies.

Contact Center 52

Contact Center Compliance Government Social Media 52