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.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Taylor Reach Group

JANUARY 17, 2020

For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. Listen to what your contact center employees are saying. Revitalize your contact center training program.

Contact Center 111

Contact Center Start-ups Customer Satisfaction Technology 111

DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Bottom Line. Learn more at www.dmgconsult.com.

Contact Center 100

Contact Center Artificial Intelligence Retail Government 100

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.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Customer Service Life

FEBRUARY 10, 2020

Best Uses of AI in Customer Service – AI will continue to be an area of intrigue in 2020. In this article on the Navedas blog, I discussed the importance of using AI to help contact center agents more efficiently resolve customer issues rather than focusing solely on chatbots. Which companies get your vote?

Customer Service 151

Customer Service Contact Center Customer Loyalty AI 151

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. The post Contact Center Digital Transformation Strategy appeared first on UJET. Donna Fluss is president of DMG Consulting.

Contact Center 138

Contact Center Retail Innovation Customer Experience 138

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. Contact centers that have been hesitating on technology upgrades for years transformed their operations in a matter of weeks because it was a matter of survival.

Contact Center 147

Contact Center CX Innovation Technology 147

Fonolo

JUNE 1, 2021

READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. This is the reality contact centers are facing right now, as they navigate the post-pandemic transition back to the workplace. According to Fonolo’s 2020 State of the Contact Center report, agent attrition is worsening.

Contact Center 155

Contact Center Touchpoint Customer Satisfaction Technology 155

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.

Contact Center 87

Contact Center Social Media Artificial Intelligence AI 87

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.

Contact Center 121

Contact Center AI Technology Technology 121

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

Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. It just got done.

Contact Center 135

Contact Center CX Technology Technology 135

Fonolo

MAY 26, 2020

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business?

Contact Center 142

Contact Center Technology Technology Start-ups 142

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. Empathy has been a hot topic in the contact center industry this past year.

Contact Center 150

Contact Center Start-ups Sales Customer Satisfaction 150

Callminer

MAY 26, 2020

Operating a growing call center operation involves logging and assessing myriad moving elements at once. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. It can be close to impossible to manage these critical success factors without help from specialized software.

Customer Satisfaction 340

Customer Satisfaction Touchpoint Start-ups CX 340

Fonolo

OCTOBER 15, 2020

Here are seven things your customers want your contact center to know: They want easy solutions. Business growth in 2020 is driven by reducing friction in the customer experience and creating a journey that works smoothly and seamlessly. 4 Ways to Improve Contact Center Operational Efficiency. Not likely!

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

Fonolo

DECEMBER 17, 2019

It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.

Contact Center 76

Contact Center Social Media Omnichannel AI 76

Uniphore

OCTOBER 19, 2015

The hottest trend in business today is what your call center is all about: extraordinary customer service. The writing is on the wall: By 2020, see fast resolution as their #1 need. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? Read More.

Contact Center 197

Contact Center Customer Service Customer Experience 197

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Construction Customer Satisfaction Start-ups 129

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Contact Center 246

Contact Center Education Start-ups AI 246

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Fonolo

DECEMBER 2, 2020

To grade a contact center on handling a crisis, you really have to judge it in context. The State of the Contact Center 2020. So, in answer to the question, “How did contact centers do in the pandemic?” Contact Center Trends 2021. We have no idea. But the problem is deeper.

Contact Center 122

Contact Center Government 122

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. But, which areas are we to measure?

Contact Center 125

Contact Center Customer Satisfaction AI Customer Survey 125

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Social Media 218

Social Media Contact Center Customer Experience CX 218

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

NOVEMBER 5, 2020

FACT: In a poll of 176 contact center professionals, almost 3 out of four respondents scored their IVR as a 3 out of 5 or below when it came to customer first-impressions. The State of the Contact Center 2020. How Has COVID-19 Affected Call Center Agent Turnover? Streamline the process.

Contact Center 132

Contact Center Social Media Omnichannel Start-ups 132

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Agents Were Our Virtual Frontline. ” — Bill Quiseng.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

CX Accelerator

NOVEMBER 26, 2019

world for the past few months as I transition out of the contact center into a new role. I’m just super excited to have joined a great team that isn’t solely about selling a contact center product but also cares about the contact center and customer experience.” We’re so excited to see what 2020 holds!

CX 243

CX Contact Center Education Customer Experience Management 243

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020. Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Taylor Reach Group

MARCH 20, 2020

One priority each of us should have on our “to do” for 2020 is mental health. Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of stress in 2016. By Colin Taylor.

Contact Center 105

Contact Center 105

Fonolo

JANUARY 9, 2020

Advances in communication technology are forcing rapid change in the contact center. To accommodate consumers’ growing expectations and provide 24/7 omnichannel customer support, we’re expecting to see a mass exodus, with as many as 70% of contact centers moving ‘to the cloud’ in the next 12-24 months.

Contact Center 67

Contact Center Artificial Intelligence Omnichannel AI 67

Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. The same holds true in the contact center. What Alexa's Smart Display Can Teach Your Call Center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort.

Contact Center 246

Contact Center AI Sales Technology 246

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. The platform concept is very important to the future of WFO, as well as other contact center systems and applications.

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

CSAT.AI

AUGUST 12, 2021

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems. It has proven to work and many contact center leaders expect remote work to remain. These scores lead to cost savings and cheers.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. Here are some of our best tips for retailers when navigating holiday shopping season 2020: 1. The State of the Contact Center in 2020 Industry Report. Prepare your contact centers.

Retail 96

Retail E-commerce Contact Center Gaming 96

Fonolo

DECEMBER 2, 2021

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. A reduction in available childcare workers has left many contact center agents without adequate care for the kids, forcing them to leave their positions. Plus, so much more.

Contact Center 95

Contact Center Technology Technology Retail 95