Fonolo

DECEMBER 1, 2022

With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion in 2022 to US $93.7

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

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

Fonolo

DECEMBER 17, 2019

Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products. It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace.

Contact Center 76

Contact Center Social Media Omnichannel AI 76

DMG Consulting

JANUARY 7, 2022

IVAs: Using AI to Serve Customers and Contact Centers. Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. IVAs may include visual representations—i.e., in a dataset. (A

Contact Center 48

Contact Center AI Artificial Intelligence Machine Learning 48

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. The Shift to Remote Work. Let’s dive in!

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

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

Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. With innovation, technological advancement, and increasing expectations of customers, modern contact center software has become imperative.

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

DMG Consulting

OCTOBER 6, 2023

Generative AI for the Service World DMG defines Generative AI as “a type of artificial intelligence that leverages deep-learning algorithms to produce new content (e.g., Generative AI is ideal for service organizations due to its ability to create content in response to inquiries.

AI 59

AI Contact Center Artificial Intelligence Omnichannel 59

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. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization. Research indicates that 67% of consumers prefer self-service over speaking to a company representative.

AI 52

AI Customer Service Real Estate B2C 52

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. The Shift to Remote Work. Let’s dive in!

Contact Center 67

Contact Center Technology Technology Artificial Intelligence 67

Execs In The Know

OCTOBER 10, 2022

These shifting expectations have paved the way for two unique but often misconstrued customer experience (CX) approaches: omnichannel and multichannel. The lines between omnichannel and multichannel customer experience often blur, and even though the terms are sometimes used interchangeably, they are not the same.

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

Ameyo Callversations

JULY 10, 2022

Irrespective of the business type, the importance of a robust customer support strategy cannot be undermined. This is what keeps contact centers at the core of such a strategy. With rising customer expectations, most contact centers handle tremendous pressure to do more with fewer resources.

AI 52

AI Customer Service Contact Center Social Media 52

Ameyo Callversations

SEPTEMBER 6, 2022

Irrespective of the industry, successful brands are dedicated to delivering the best-in-class customer service to drive customer loyalty. Interestingly, it means benefiting from a contact center to engage with their customers via different communication channels. What is Contact Center as a Service (CCaaS)?

Contact Center 52

Contact Center Social Media Omnichannel AI 52

CommBox

JUNE 25, 2023

But what about the world of customer service? Is there a fundamental principle that governs how businesses address the ever-growing volumes of customer communication? The introduction of generative AI technologies such as ChatGPT, disrupts that long-standing balance. Indeed, there is. No small feat, to be precise.

AI 52

AI Customer Service Net Promoter Score Contact Center 52

CSAT.AI

JULY 3, 2019

Is AI still predicted to be contact center doom or boom? Is AI Killing or Changing Contact Center Jobs? How about this inflammatory post title: Bots and AI continue their march toward call center obliteration. Industry people are in two camps about this whole AI in customer service thing.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. As the competition gets fierce over the years, e-commerce businesses are battling for customers’ attention. Promotion, etc.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

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. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

CSAT.AI

JULY 12, 2023

Research shows customers want a better and better experience in exchange for their loyalty. AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget.

AI 87

AI CX Gambling Sentiment Analysis 87

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Read on for an introduction to call center automation, plus our top software picks!

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Ameyo Callversations

JUNE 28, 2022

If you are struggling to keep up with the customer communication needs of your business, the chances are that your communication stack is the reason that holds you back. This is where switching to a hosted contact center can make a significant difference. Is a Hosted Contact Center and Call Center the Same Thing?

Contact Center 52

Contact Center Omnichannel AI Sales 52

Zendesk

JUNE 9, 2022

This business should have invested in an omnichannel customer experience, which would have united online and offline channels—and likely resulted in a sale. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel. Only a third of companies are omnichannel.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Ameyo Callversations

JUNE 19, 2022

Cloud Contact Center is a cloud-based software that acts as the intermediary between companies and their customers. The benefits of Cloud Contact Centers are pulling in more and more amount of companies gradually. Here are The Top 10 Benefits of Cloud Contact Centers: 1. Billion in 2020 to USD 36.1

Contact Center 52

Contact Center Transportation Customer Loyalty Social Media 52

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Fonolo

JANUARY 20, 2020

Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. As always, the customer service space reads like a riveting novel, full of conflict, drama, beauty, disappointment, hope, taxes, unanswered phonecalls, and robots. New in Contact Centers.

Contact Center 117

Contact Center Customer Service Healthcare Omnichannel 117

CommBox

SEPTEMBER 20, 2021

From a business perspective, 69 % of decision-makers see self-service as a significant part of their service strategy. In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. Chatbots can help businesses save up to 30% on their customer service.

AI 96

AI Customer Service B2C Real Estate 96

Hodusoft

APRIL 14, 2022

Understanding Customer Service Experience Outcomes Through Data. The customer-first approach is gaining importance for businesses in every industry. Today, 73% of people have confessed that customer service experience is one of the top determinators for their purchasing decisions. .

Customer Service 59

Customer Service Contact Center Omnichannel Social Media 59

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. One thing contact centers need to get better at is…”.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Personalized support through omnichannel expands.

Customer Service 86

Customer Service Omnichannel CRM Contact Center 86

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Best Processes to Automate in Your Contact Center The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. Businesses are getting the message, pun intended, and are starting to engage and serve customers through this channel.

Customer Service 91

Customer Service Contact Center Omnichannel B2C 91