What are omnichannel contact center solutions?
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.
solutions Contact Center Related Topics 
Seven CX solutions: tips and best practices for improving CX in the contact center
Callminer
OCTOBER 31, 2022
Read this blog for seven tips and best practices for improving CX in the contact center.
Contact Center 
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Industry Report: State of the Contact Center 2024
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?
Call Center vs. Contact Center: What’s the Difference?
Callminer
MAY 27, 2020
Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics. Read on to learn more.
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SLAs For Today’s Contact Center
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.
CX4Now: What Influencers Say About Self-Service in the Contact Center
Fonolo
FEBRUARY 27, 2023
Self-service is one of the biggest topics in CX and in the contact center world right now. To work effectively, they need to be integrated into your contact center strategy. We asked influencers across the CX and contact center spaces to weigh in on the self-service trend.
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How to Train and Onboard (Work From Home) Contact Center Agents in 2021
Uniphore
JUNE 16, 2021
How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.
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Contact Center WFO Solutions In the Future
DMG Consulting
SEPTEMBER 4, 2020
Contact Center WFO Solutions In the Future. The contact center WFO suite market has performed well in both good and challenging economic times. It is not known how the contact center WFO suite market will perform during the coronavirus pandemic, as there is no precedent for this type of crisis.
AI: The Future Brain of Contact Centers
DMG Consulting
OCTOBER 13, 2023
AI: The Future Brain of Contact Centers View this article on the publisher’s website. AI is going to make very significant contributions to many areas of business, including contact centers. No person or government is going to stop the AI revolution, and regulating it is going to be very difficult.
The Power of Hyper-Personalization in the Contact Center
Fonolo
MAY 23, 2023
Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? The solutions are all based on a customer’s specific preferences, behaviors, and needs.
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Leading Contact Center Conferences and Events
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!
5 Key Skills Contact Center Leaders Must Have
Uniphore
DECEMBER 6, 2021
Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.
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Contact Center Trends 2021: The CX Watershed
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.
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The Ideal Contact Center Solution
DMG Consulting
JULY 1, 2019
The Ideal Contact Center Solution. I often think about what it would take to make the perfect contact center infrastructure solution, ACD, dialer, IVR/IVA, CTI, universal queue, etc. The contact center solution should come with old and new key performance indicators (KPIs).
Contact Centers Are Using More Call-Backs Than Ever
Fonolo
NOVEMBER 19, 2020
As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Happier customers.
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4 Effective Contact Center Development Ideas
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.
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10 RPA Implementation Best Practices to Automate Your Contact Center
Uniphore
JUNE 21, 2021
Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. The Ultimate Playbook for Contact Center Automation Download Now 3. Solution delivery should be agile Stay nimble and set yourself up to adapt quickly when changes occur. Fewer security concerns.
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Active Listening for Contact Center Agents: 5 Examples
Fonolo
NOVEMBER 29, 2023
Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. This is a win-win approach where the customer feels heard and understood, and the agent gets a clear understanding of the problem before offering solutions. Let’s go!
CX4Now: CX and Contact Center Trends to Watch, According to These Influencers
Fonolo
JANUARY 26, 2023
If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. And their answers may not be what you expect.
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How to Handle Escalations in a Contact Center
Fonolo
MAY 20, 2021
Here, we’ll look at how to best handle escalations in a contact or call center to ensure your customer feels satisfied, and to learn more about how you can improve your company’s operations. The Contact Center Playbook for Improving Customer Satisfaction. What is an escalation in a contact center?
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The Best Advice for Contact Centers in 2018: The Experts Weigh In
Fonolo
AUGUST 29, 2018
This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? It’s simply become too loud.
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8 Tips for Selecting an Effective Contact Center Strategy
Fonolo
FEBRUARY 18, 2021
If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. We’ve got eight essential tips so you can start improving your contact center today.
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Things I Wish I Knew Before Adding Call-Backs to My Contact Center
Fonolo
JUNE 13, 2023
Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you’re considering a call-back solution for your contact center, here are some things you’ll be glad to know before you decide which product is right for you.
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AI and the Contact Center Staffing Challenge
DMG Consulting
MARCH 8, 2024
AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. Contact centers have always had an employee attrition problem because it’s a tough, underappreciated, and generally underpaid job.
How to Buy Contact Center Software: A Guide
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
Is scoreless quality assurance right for your contact center?
Inside Customer Service
JANUARY 27, 2022
The contact center agent shook his head as he scanned the quality assurance form. The solution? What is contact center quality assurance? I realize some readers might not be familiar with the quality assurance process in contact centers. We had just sat down to review a call, and it wasn't going well.
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4 Tips for Surviving in a Retail Contact Center
Fonolo
OCTOBER 7, 2021
That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. The Contact Center Guide to Managing Spikes in Call Volume. Why retail call centers are so important.
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Essential Automation Strategies for Contact Centers
Fonolo
APRIL 18, 2023
Is your contact center staying on top of advancements in AI and automation ? Automation Strategies to Future-Proof Your Contact Center You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center. New KPIs offer next-level insights into operations.
The True Role of AI in the Contact Center
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.
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Contact Center Digital Transformation Strategy
UJET
NOVEMBER 16, 2020
DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. She provides strategic and practical counsel for enterprises, solution providers, and the investment community.
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Essential Automation Strategies for Contact Centers
Fonolo
APRIL 18, 2023
Is your contact center staying on top of advancements in AI and automation? Free Download: Automation Strategies to Future-Proof Your Contact Center New KPIs offer next-level insights into operations. You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center.
How Automating Contact Centers Promotes Growth While Cutting Costs
Customer Think
APRIL 11, 2023
AI-driven automation can be a solution. Specifically, utilizing AI automation platforms in contact centers can drive down costs and improve customer experiences. Decades-high inflation and concerns of a recession have business leaders looking for ways to pursue cost-efficient growth in 2023.
New Contact Center Leaders, Here are Practical Solutions to Four Problems You’re Likely to Face
Customer Service Life
NOVEMBER 15, 2020
My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.
Welcome to the 2024 Contact Center
DMG Consulting
JANUARY 3, 2024
Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. It’s a confusing time, and the risks are significant as these solutions are new, can be expensive, and may take longer than expected to implement.
How to Make Your Contact Center More Resilient
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.
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Not Sure What’s Missing in Your Contact Center? Video Could be the Answer
Ameyo Callversations
JANUARY 19, 2022
Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations.
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The Evolution of Conversational AI in the Contact Center Industry
Taylor Reach Group
SEPTEMBER 6, 2023
by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. With AI-powered solutions, the aim is to provide uniform service quality, encouraging customers to embrace self-service options.
Everything You Need to Know About Contact Center as a Service (CCaaS)
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. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.
Understanding the Dynamics: AI Chatbots vs. Self-Service Portals in Contact Centers
Win the Customer
DECEMBER 20, 2023
In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Ultimately, understanding customer needs and preferences is pivotal.
AI is the Tailwind for 2024 Contact Center Technology Investments
DMG Consulting
FEBRUARY 8, 2024
AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.
5 Expert Tips for Leading a Global Contact Center
Execs In The Know
NOVEMBER 22, 2022
Strategies for Leading a Multilingual Global Contact Center. Overhaul your operational strategies and take your business to the next level with these five tips for leading a successful multilingual contact center. Five Considerations for Multilingual Contact Center Operations. Explore translation technology.
Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value
Hodusoft
MARCH 13, 2024
Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.
Redefining BPOs: Digital Transformation in Contact Centers
Ameyo Callversations
JULY 22, 2021
Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. The message is loud and clear – ‘your contact center is key to win customers’. There are custom contact center solutions for BPOs.
8 Tips to Reduce Contact Center Costs
Fonolo
MAY 4, 2021
If this sounds familiar, don’t worry — it is possible to upgrade your call center infrastructure and reduce future contact center costs at the same time. Read on to learn how to offset call center costs, and ensure that your customer service operations meet the needs of the 21st-Century customer.
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