Customer Think

MAY 12, 2023

Contact centers are witnessing a significant transformation. This prompted businesses to transition 90% of contact centers to remote and hybrid models, while seeking innovative solutions to deliver personalized […]

Contact Center 78

Contact Center Customer Service AI Innovation 78

Lumoa

OCTOBER 26, 2022

Since navigating the offer of Customer Experience Conferences is not an easy task, we have put together a list of what we believe will be the best Customer Experience Conferences to attend in 2023. If you want to stay on top of Customer Experience trends and innovation, here is the list for you. . CCW US | June, 19-22 | Las Vegas, US.

Customer Experience 94

Customer Experience Contact Center Innovation CX 94

Taylor Reach Group

JANUARY 6, 2023

As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . We have seen Contact Centers struggle to find and retain workers. We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. .

Contact Center 117

Contact Center AI Healthcare Innovation 117

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

eglobalis

DECEMBER 7, 2023

Best Customer Experience Books 2023 in Digital Data, Design and Centricity The post Best Customer Experience Books 2023 in Digital Data, Design and Centricity appeared first on Eglobalis.

Customer Experience 135

Customer Experience Artificial Intelligence Contact Center Innovation 135

Hodusoft

NOVEMBER 29, 2023

HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions.

Omnichannel 52

Omnichannel Contact Center Social Media Innovation 52

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. Even though it’s a recent technological innovation, its origins can be traced back to the late 1880s, i.e. the days of the telegraph. billion in 2023 to USD 111.37

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Hodusoft

JULY 18, 2023

HoduCC Honored with Software Advice Frontrunners Badge 2023 In the dynamic world of contact center software, staying ahead of the curve is crucial for businesses looking to deliver a superior customer experience. This recognition emphasizes HoduCC’s commitment to innovation, customer satisfaction, and industry leadership.

Contact Center 52

Contact Center Customer Satisfaction Innovation Omnichannel 52

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. billion in 2023 and it is projected to grow at a compounded annual growth rate of 18% to touch USD 16.43 billion by 2030. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

DMG Consulting

OCTOBER 2, 2023

The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals.

Contact Center 59

Contact Center AI Customer Service Outlook 59

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.

Contact Center 48

Contact Center Artificial Intelligence Compliance Predictive Analytics 48

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Contact Center 48

Contact Center Artificial Intelligence AI Innovation 48

Hodusoft

AUGUST 21, 2023

HoduSoft Participating in The 11th CNC EXPO 2023- Showcasing Cutting-Edge Communication Solutions In today’s increasingly interconnected world, businesses must be equipped with advanced communication solutions. Using this platform, attendees can explore the latest products, services, and innovations from these exhibitors.

Contact Center 52

Contact Center Innovation Manufacturing Omnichannel 52

Hodusoft

JULY 5, 2023

HoduSoft Honored with GetApp Category Leaders 2023 Award for Exceptional Performance in Multiple Software Categories HoduSoft has once again proven its excellence by achieving yet another prestigious award, “ GetApp Category Leaders 2023 ”.

Contact Center 52

Contact Center Innovation Customer Satisfaction CRM 52

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. from 2023 to 2028. from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

DMG Consulting

APRIL 19, 2023

It also explores how new artificial intelligence (AI)-based technology continues to vastly improve the accuracy, flexibility, and usability of WFM solutions and revolutionize contact center staffing paradigms. The Report analyzes WFM market activity and provides 5-year projections.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Hodusoft

OCTOBER 3, 2023

HoduSoft Earns a Remarkable Spot in CIO Insider Magazine's Top 10 UC Providers of 2023 In today’s rapidly evolving communications technology landscape, a large number of organizations are shifting towards Unified Communications (UC) solutions. from 2023 to 2030. from 2023 to 2030.

Innovation 52

Innovation Contact Center Technology Technology 52

DMG Consulting

SEPTEMBER 29, 2022

DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 Interaction Analytics for the Enterprise report . MEDIA ALERT. Background: .

Contact Center 48

Contact Center Text Analytics Outlook Actionable Insights 48

Shep Hyken

DECEMBER 23, 2022

They share their top 5 unified communications predictions for 2023. 2023 will be all about customer lifecycle management (CLM). Mitel executives had more to say on CLM and what the unified communications landscape will look like in 2023. Top 5 UC Predictions for 2023. Predictable. Our prediction?

AI 65

AI Contact Center Technology Technology 65

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services. When: Today, 17 January 2023.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

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 fact, 81% of service leaders believe that 30-50% of their workforce will primarily be WFH in 2023.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

DMG Consulting

DECEMBER 6, 2022

Influential CX Trends for 2023. 2023 is shaping up to be a tough year for many enterprises. Below are 11 of the most important CX trends for enterprises to plan for and address in 2023. What are your organization’s top CX technology and operational priorities for 2023? Take our quick 2-minute survey and let us know!

CX 48

CX Predictive Analytics Contact Center Touchpoint 48

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. MEDIA ALERT. When: Today, 9 March 2022.

Artificial Intelligence 48

Artificial Intelligence Contact Center Predictive Analytics Innovation 48

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. MEDIA ALERT.

AI 48

AI Contact Center Artificial Intelligence Innovation 48

Comm100

NOVEMBER 23, 2022

To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service.

Customer Service 86

Customer Service Omnichannel CRM Contact Center 86

Hodusoft

JUNE 5, 2023

HoduSoft Shines Bright as Winner in the 18th Annual 2023 Globee® Awards for IT Achievement Winning an award is always a special moment for an organization for many reasons. The prestigious award serves as a testament to HoduSoft’s unwavering commitment to excellence, innovation, and customer satisfaction.

Contact Center 40

Contact Center Artificial Intelligence Innovation Customer Satisfaction 40

Execs In The Know

MARCH 16, 2023

It’s a subject Roku’s Director of Customer Care, Commerce, Mark McKercher, and VXI’s VP of CX Advisory Services, Cheryll Aganda, recently touched on during their speaking engagement at the 2023 Customer Response Summit in Austin, Texas. Mark: Organizations talk a lot about innovation but struggle to get stakeholder buy-in.

Contact Center 97

Contact Center Innovation AI Technology 97

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Strong and innovative sector with sustained growth and momentum. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

Hodusoft

JULY 28, 2023

Over the years, HoduCC has emerged as one of the leading call center software solutions providers amongst the most prestigious contenders in the industry. Recently, HoduCC has been recognized as an Emerging Favorite in the prestigious 2023 Shortlist for Call Center Software by Capterra. Let's help you grow your Business.

Contact Center 52

Contact Center Omnichannel Social Media Innovation 52

Logicalware

MAY 18, 2023

As great customer service becomes even more critical for brands, selecting the right CCaaS (Contact Center as a Service) vendor for your business has never been more important. With numerous options available in the market, contact centre decision-makers often turn to analyst reports to gain valuable insights and guidance.

Contact Center 52

Contact Center Innovation Technology Technology 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. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Contact Center 48

Contact Center Text Analytics Touchpoint Sales 48

Execs In The Know

FEBRUARY 19, 2023

It’s time to turn up the emphasis on automation in the contact center and make the service experience as quick and easy as the Amazon product experience. Focus Innovation on Service Traditionally generators of cost rather than revenue, customer service departments attract minimal attention or budget for innovation.

Contact Center 52

Contact Center Innovation Manufacturing Technology 52

1 to 1

SEPTEMBER 21, 2022

These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. But, is that good strategy to meet the current moment and prepare for 2023? In turn, this can increase stress for contact center associates. Many end up leaving their jobs.

Contact Center 26

Contact Center Gaming CX Start-ups 26

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7

AI 48

AI Contact Center Artificial Intelligence CRM 48

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. A big topic of discussion? How to amplify your brand by being human.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

DMG Consulting

JUNE 9, 2023

CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years.

Contact Center 48

Contact Center Artificial Intelligence Omnichannel AI 48