Callminer

JULY 1, 2024

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hubs to find the best solution for your business.

Contact Center 182

Contact Center Customer Service 182

Callminer

DECEMBER 21, 2023

The experience your customers have with your customer service center can have positive and negative impacts. Read this blog to learn how what customers expect our of their contact center experience.

Contact Center 182

Contact Center Customer Expectations Customer Service 182

Callminer

MAY 23, 2022

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.

Contact Center 339

Contact Center AI 339

Adrian Swinscoe

MARCH 13, 2024

One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe. Every now and again, I come across a piece of research that makes me want to pull my hair out.

Contact Center 147

Contact Center Artificial Intelligence Business Growth AI 147

CX Network

OCTOBER 20, 2024

Are you ready to turn your contact center into a future-ready, AI-powered operation? Nick Glimsdahl explains the nine phases you need to work through

Contact Center 59

Contact Center AI 59

Callminer

JUNE 29, 2022

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions.

Contact Center 182

Contact Center Omnichannel 182

Inside Customer Service

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. That study found 74 percent of contact center agents were at risk of burnout.

Contact Center 209

Contact Center Start-ups Customer Service 209

Callminer

AUGUST 27, 2023

An omnichannel contact center syncs conversations across channels, including email, calls, and social media. Learn how an omnichannel strategy can ensure you meet your customers wherever they are.

Contact Center 182

Contact Center Omnichannel Social Media 182

Adrian Swinscoe

SEPTEMBER 10, 2023

In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […] The post Recent research suggests that something has to change in the contact center space first appeared on Adrian Swinscoe. It’s not been a great couple of months for customer experience.

Contact Center 246

Contact Center Customer Experience 246

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Callminer

JANUARY 26, 2021

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.

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Contact Center Compliance 334

Adrian Swinscoe

NOVEMBER 22, 2023

As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe. This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com.

Contact Center 246

Contact Center CX 246

Adrian Swinscoe

MARCH 11, 2024

David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe. Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk.

Contact Center 147

Contact Center Innovation CX Technology 147

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 84

Contact Center Start-ups Customer Satisfaction Customer Service 84

Inside Customer Service

MARCH 11, 2021

This past year has been tough on contact center agents. Some contact centers endured unimaginable spikes in volume. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. Posting a 7.4

Contact Center 252

Contact Center Customer Feedback Gaming Customer Service 252

Customer Think

JANUARY 26, 2023

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

Contact Center 145

Contact Center CX Customer Service Customer Experience 145

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Contact center managers know that SLAs are essential for defining and measuring success for their businesses.

Contact Center 81

Contact Center Social Media Construction AI 81

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Here are four main areas where we expect to see advancements in artificial intelligence change – and improve – the contact center. . Improved contact center operations . How to Buy Contact Center Software.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Customer Think

JULY 9, 2024

Source: Pexels Contact Center teams are often the busiest departments in an organization. While automation is part of every business process, it is especially valuable in the contact center. Contact center automation tools help to drive efficiency and effectiveness of […]

Contact Center 64

Contact Center Customer Service 64

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What AI tools Will Improve Contact Center CX?

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Fonolo

MAY 30, 2023

That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. How Can WFM Help my Contact Center? higher adherence rate than those without.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Customer Think

AUGUST 1, 2024

The traditional contact center model is evolving into something more advanced: agentless contact centers. Powered by artificial intelligence (AI) and automation, these centers are revolutionizing customer service by providing efficient, cost-effective, and personalized experiences. So, is AI coming for the job?

Contact Center 64

Contact Center Artificial Intelligence Customer Service AI 64

DMG Consulting

SEPTEMBER 5, 2024

Donna Fluss shares insight on the impact of GenAI on Conversation Analytics and what it means for contact centers. The post Why is Conversation Analytics a must in your contact center? appeared first on DMG Consulting.

Contact Center 62

Contact Center 62

Customer Think

JANUARY 27, 2023

As the world moves ever closer to a future in which artificial intelligence (AI) plays a more significant role, contact centers are at the forefront of this change. AI has the potential to dramatically improve customer service, eliminate repetitive tasks and help contact centers become more efficient. Read […]

Contact Center 126

Contact Center AI Artificial Intelligence Customer Service 126

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. Keep in mind that most people want to excel in their work.

Contact Center 90

Contact Center Gaming Customer Service 90