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

MAY 25, 2021

With customers clogging up the phone lines, your agents will be overwhelmed with increased customer frustration. So, when it comes to tackling these never-ending inbound calls on the voice channel, what’s a call center manager to do? The Contact Center Guide to Managing Spikes in Call Volume. Conclusion.

Contact Center 104

Contact Center E-commerce AI Technology 104

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. It’s challenging to train, onboard, and retain talent in the contact center today. Contact Us. +1

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

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. billion in 2021 to USD 205.32 BPO contact centers are equipped with specialized knowledge in financial products and services.

Contact Center 52

Contact Center Compliance Social Media AI 52

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. Call center agents are stuck between a rock and a hard place. They have made your call center a glass house on social media. Check it out!

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Artificial Intelligence Innovation Technology 77

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation.

Contact Center 246

Contact Center Education Start-ups AI 246

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

DMG Consulting

MARCH 30, 2021

Contact Centers’ Digital Transformation Has Only Begun. March 30, 2021 By Donna Fluss. It was a brute force exit from the office, but contact centers were highly effective in getting their folks home and back online so they could be available to assist their companies’ customers and prospects.

Contact Center 79

Contact Center Real Estate Artificial Intelligence Compliance 79

Execs In The Know

MARCH 4, 2022

Temporary layoffs accounted for essentially the entire increase in unemployment to its historically high rate in April 2020 , and tens of millions of Americans quit their jobs in 2021. Vaccine ” was Merriam-Webster’s word of the year for 2021. million fewer workers at the close of 2021 than in February 2020. AI to the Rescue.

AI 98

AI Contact Center Artificial Intelligence Healthcare 98

Execs In The Know

AUGUST 10, 2021

As of May 2021, there was a record-high 9 million open jobs in the U.S. While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. Perfecting the work-at-home contact center model.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

SurveySensum

SEPTEMBER 5, 2024

Did you know that banks that practice customer experience optimization grow 3.2 This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. from 2021 to 2028.

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . The WFO/WEM suite vendors generated contact center sales of $2,236.9

Contact Center 48

Contact Center Artificial Intelligence AI Technology 48

CSAT.AI

DECEMBER 8, 2022

How Does This Apply to Customer Service? Streamlining saves money and time in contact centers or customer service departments just like in any other area of business. Don’t discount the emotional and mental drain of such wasteful processes on customer service agents and managers either.

Contact Center 82

Contact Center Non-Profits Sentiment Analysis Customer Service 82

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier. Video-based AI software is the answer to that demand.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Uniphore

DECEMBER 17, 2021

That’s where conversational artificial intelligence (AI) and automation can help. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. ” 4.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

DMG Consulting

JUNE 14, 2022

DMG Consulting Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021.

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Sep 3, 2021 Donna Fluss. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers.

Contact Center 48

Contact Center Artificial Intelligence Entertainment CRM 48

Taylor Reach Group

JULY 6, 2018

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels. trillion in 2018. Call Centre Helper).

Contact Center 58

Contact Center Technology Technology Customer Journey Map 58

Ameyo Callversations

OCTOBER 5, 2021

Bitcoin’s price has grown by 66% in February 2021. – (Source: TechCrunch) The confidence for cryptocurrency as of January 2021 is almost 100%. Contact Centers – The cryptocurrency industry is flourishing yet, customer care is still a significant challenge. And the same is the case with cryptocurrencies.

Contact Center 52

Contact Center Compliance Government Social Media 52

Uniphore

JUNE 15, 2021

From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. For contact center and customer experience leaders, the stakes have never been higher. What Your Call Center Agents Rant About on Social Media. How Contact Center Managers See Their Agents.

Social Media 162

Social Media CX Contact Center Actionable Insights 162

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

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

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

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. The Full List of Contact Center Technology.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Execs In The Know

JUNE 9, 2023

Welcome to a new era of call centers, where cutting-edge Artificial Intelligence (AI) technologies are revolutionizing the customer service landscape. Gone are the days of long wait times, repetitive processes, and frustrating customer experiences. of interactions today that are automated using AI.

AI 52

AI Predictive Analytics Sentiment Analysis Artificial Intelligence 52

Uniphore

JUNE 16, 2021

Placing too much emphasis on reducing AHT at all costs can be detrimental to the overall customer experience and even disincentivize agents from spending time with customers to properly resolve their issues with empathy. The results sometimes look a little like this: Did you know? Automate Tasks Using RPA.

NPS 147

NPS Net Promoter Score Contact Center AI 147

Shep Hyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A cause or social issue contributes to the customer experience, especially with Gen Z. We knew that!)

Customer Service 65

Customer Service Hospitality Hospitality Contact Center 65

CommBox

JANUARY 28, 2024

In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. These astonishing numbers drive companies to search for innovative solutions that improve their responsiveness and take customer experience to the next level.

AI 52

AI Customer Service Real Estate B2C 52

Uniphore

JUNE 10, 2021

.‡ Given agents’ historically high attrition rate—and its impact on call center budgets—the benefit of engaged, in-person coaching translates to significant cost savings. Effective coaching not only keeps agents from walking out, it also makes them better customer service providers. Intro to Call Center Life. Did you know?

Contact Center 147

Contact Center AI NPS Technology 147

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 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. 12/11/2019. Where: Available at the DMG Consulting online store.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

Shep Hyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. What people don’t like about voice channels is the experience. Should every business use AI and automation?

Contact Center 115

Contact Center AI Customer Service Technology 115