Fonolo

JANUARY 16, 2019

At the same time, other major changes are impacting BPOs, namely: emerging technologies; a rising demand for re-shoring; and a surge in the number of customer communications channels used by businesses. Finally, new customer service channels mean that companies are looking for their agents to have broader skill sets.

Contact Center 85

Contact Center Social Media Education AI 85

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

Fonolo

JANUARY 24, 2019

Secondly, in recent years there has been a growth in “reshoring”: Call centers are returning to North America, a trend driven by several factors including low wage inflation and an increased focus on customer experience. VPs & Directors of Customer Service. VPs & Directors of Web/Social Media.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

Fonolo

JANUARY 30, 2019

The customers and partners we spoke with at ENGAGE were generally pleased with Avaya technology and the options available to them. VPs & Directors of Customer Service. VPs & Directors of Web/Social Media. VPs & Directors of Customer Experience. Director of Customer Experience.

Contact Center 57

Contact Center Social Media Education Innovation 57