Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. CETX 2020: It was a cyber success.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable. ” – E.

Contact Center 207

Contact Center Finance AI Customer Service 207

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

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

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Ameyo Callversations

AUGUST 26, 2021

Contact centers make the spine of your customer experience. Any piece that you miss in the contact center eventually disturbs the experience for the customer. Over the last few years, AI and digital transformation have evolved some new trends, and contact centers fall under that transitioning verticals.

Contact Center 98

Contact Center Sentiment Analysis AI Finance 98

Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model. In our experience, that equates to taking a “human-centered” approach to contact center design and operation.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 2 December 2020.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. trillion of business value, and customer experience will become the center of this hike.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. Website : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Fonolo

MAY 17, 2017

UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Technology CRM 70

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040. When: Today, 3 March 2020.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Strong and innovative sector with sustained growth and momentum. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Contact Center 62

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 62

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Contact Center 48

Contact Center Text Analytics Touchpoint Sales 48

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Text Analytics 62

Text Analytics Contact Center Innovation Sales 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

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. A recognized visionary author and speaker, Fluss drives strategic transformation and innovation throughout the service industry.

Contact Center 56

Contact Center Retail Innovation Customer Experience 56

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center.

Technology 96

Technology Technology Contact Center Start-ups 96

DMG Consulting

MAY 21, 2020

VISION 2020. We’ve entered the new decade with great momentum in technological innovation. DMG’s crystal ball shows an amazing outlook for the world of service and contact centers. Displaced contact center employees can move into new functions, such as administering robotics and AI initiatives.).

Contact Center 48

Contact Center Artificial Intelligence Transportation Outlook 48

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Who should attend: VPs & Directors of Contact Centers.

AI 209

AI Contact Center Start-ups Innovation 209

CSAT.AI

APRIL 14, 2021

Instead, gain ground managing hybrid contact centers. As the PriceWaterhouse survey from November and December 2020 indicates, those with fewer years on the job, want to be in the office more with less remote days. CX Pro Managing a Hybrid Contact Center Remotely. It’s no longer rare to work from home.

Contact Center 52

Contact Center CX Customer Service NPS 52

DMG Consulting

JANUARY 3, 2020

Vision 2020. We enter the new decade with great momentum in technological innovation. DMG’s crystal ball shows an amazing outlook for the world of service and contact centers. The displaced contact center employees can be absorbed into new functions such as administering robotics and AI initiatives.).

Contact Center 48

Contact Center Artificial Intelligence Transportation Outlook 48

DMG Consulting

APRIL 20, 2020

What’s New in the World of Contact Center WFM. With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. The most important task for contact center leaders is to take care of their employees. By Donna Fluss.

Contact Center 48

Contact Center Artificial Intelligence Transportation Gaming 48

Ameyo Callversations

MAY 16, 2021

Ameyo, a cloud leader in customer experience and contact center solutions, has been providing cloud solutions to 2,000+ businesses across the globe. Ameyo’s cloud contact center software is agile, flexible, and highly customizable, making it simpler for organizations to tailor the solution according to their business needs.

Contact Center 52

Contact Center CRM Innovation Technology 52

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. Even though it’s a recent technological innovation, its origins can be traced back to the late 1880s, i.e. the days of the telegraph. billion in 2023 to USD 111.37

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

Execs In The Know

DECEMBER 8, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Read about these three emerging outsourcing priorities in the blog post written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships workshop.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Read about these three emerging outsourcing priorities in the blog post written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships workshop.

Contact Center 52

Contact Center Touchpoint Government CX 52

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Contact Center 48

Contact Center Omnichannel Technology Technology 48

Execs In The Know

OCTOBER 11, 2021

2020 was indeed a unique year for vendor managers and their outsourced partners. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. However, respondents shared that 83% of outsourced contact centers now had WFH staff after the pandemic.

Contact Center 98

Contact Center Scorecard Touchpoint Technology 98

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

Contact Center 48

Contact Center Text Analytics Innovation Start-ups 48

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. It is our vision to make innovative market leading software accessible to businesses of all sizes. billion USD in 2020.

Contact Center 98

Contact Center Gambling Text Analytics Government 98

Fonolo

JANUARY 16, 2019

In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion. This growth is expected to continue, with Cushman Wakefield predicting 6% yearly growth up to 2020. Who should attend: VPs & Directors of Contact Centers. Plus so Much More! VPs & Directors of Customer Service.

Contact Center 85

Contact Center Social Media Education AI 85

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report.

Contact Center 48

Contact Center Text Analytics Customer Relationship Management Innovation 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report.

Contact Center 48

Contact Center Text Analytics Innovation Engineering 48