Fonolo

FEBRUARY 2, 2021

The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. 3 Crucial CX Trends You Need to Know for 2021.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

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.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

eglobalis

MARCH 30, 2025

In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. On the customer service front, telecom companies are heavy users of speech and text analytics in their contact centers. One compelling example is Fifth Third Banks overhaul of its contact center CX monitoring.

AI 317

AI CX Sentiment Analysis Predictive Analytics 317

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

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

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 happened even faster than we thought.

Contact Center 135

Contact Center CX Technology Technology 135

Fonolo

DECEMBER 3, 2020

3 Crucial Contact Center Trends in 2021. One of the biggest friction points in a contact center comes from customers who connect to the wrong department. A visual IVR can be a very powerful tool for making your contact center more accessible. Contact Centers Are Using More Call-Backs Than Ever.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? At HoduSoft, we have helped many BPOs set up omnichannel contact centers to streamline their customer service operations and help them deliver exceptional customer experience. What comes to your mind when you hear the word “BPO”?

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Jeremy Watkin is a contact center industry leader with over two decades of experience. Blair Pleasant is a top unified communication and contact center analyst.

Contact Center 142

Contact Center Customer Experience AI CX 142

Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. Contact Centers Adapted Fast. Contact Center Budgets Are Shrinking. Good times.

Contact Center 126

Contact Center CX Education Start-ups 126

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

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Contact Center 246

Contact Center Education AI Start-ups 246

CX Network

JULY 7, 2021

Optimizing your digital presence with data, automation and design for the ultimate customer experience.

Contact Center 119

Contact Center Customer Experience 119

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 centers are part of the infrastructure that is being stress-tested by this crisis.

Contact Center 122

Contact Center Government 122

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. Contact Us. +1 Register Now.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

CSAT.AI

DECEMBER 16, 2021

Offshoring contact center operations is not a new concept. The costs of setting up and/or scaling contact centers are high from training, to equipment, to wages. Plus, supplemental contact center support in a different time zone makes it possible to have 24 hour service accommodating your customers around the world.

Contact Center 109

Contact Center Entertainment Legal Retail 109

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.

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

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

Fonolo

JUNE 8, 2021

Agents are the heart of your call center , so it’s in your best interest to ensure they are satisfied and motivated in their daily work. A Guide to Fostering Agent Engagement in a Hybrid Contact Center. 5 Agent Engagement Strategies for Your Call Center. Involve your corporate culture in the call center.

Contact Center 133

Contact Center Technology Technology Start-ups 133

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

Shep Hyken

JULY 19, 2021

To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. AWS Contact Center Day: Best Practices for Great Customer Experience by Zeus Kerravala. ” Jennifer Featherling, director of contact center technology at Priceline, was also part of the program.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Fonolo

MAY 25, 2021

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. What is Call Deflection in a Contact Center? How does Call Deflection Benefit a Call Center? Two words: call deflection.

Contact Center 104

Contact Center E-commerce AI Customer Satisfaction 104

Futurelab

JANUARY 31, 2022

It appeared on their site on July 1, 2021. Tags: Annette Franz (Gleneicki) artificial intelligence automation contact center customer experience customer service employee experience Facebook Like. I originally wrote today’s post for NICE inContact. Linkedin Share Button. Tweet Widget.

Contact Center 100

Contact Center Artificial Intelligence AI Customer Service 100

CSAT.AI

AUGUST 12, 2021

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Zendesk’s 2021 Customer Experience Trends Report reveals 75% of customers are willing to spend more on a brand that provides quality CX. It has proven to work and many contact center leaders expect remote work to remain.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option.

Contact Center 62

Contact Center Text Analytics Entertainment Finance 62

Fonolo

NOVEMBER 9, 2021

Contact centers have faced some serious ups and downs in the past few years. Find out how we scored in our latest resource, Contact Center Trends 2022. As for the upcoming year, take a sneak peek at our predictions below: READ THE FULL GUIDE: Contact Center Trends 2022. Trend #2: Remote contact centers.

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87

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

NOVEMBER 11, 2021

Contact centers have been learning this the hard way over the last decade. Our latest report, Contact Center Trends 2022, covers this important topic as our workforce faces significant labor shortages. READ THE FULL GUIDE: Contact Center Trends 2022. 5 Important Strategies for Agent Engagement in 2021.

Contact Center 87

Contact Center Customer Satisfaction Sales Touchpoint 87

CX Accelerator

JULY 1, 2020

However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. Nick’s background in sales, marketing and contact center solutions serves as the framework for his advanced expertise in the field of customer experience.

Contact Center 266

Contact Center CX Technology Technology 266

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

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.

Contact Center 144

Contact Center CX Retail Technology 144

Experience Investigators

OCTOBER 5, 2021

There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. Listen in a contact center or get recordings to share. Get to know the leaders who communicate directly with customers in the contact center and those who monitor social media. The post Happy CX Day 2021!

CX 133

CX Social Media Contact Center Customer Journey Map 133

Shep Hyken

SEPTEMBER 6, 2021

CX Best Practices: Learning from AWS Contact Center Day by Sébastien Stormacq. (No My Comment: About two months ago I had the great opportunity to work with Amazon AWS as one of their speakers at their Contact Center Best Practices Event. State of the In-Store Experience [2021] by Bobby Marhamat.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

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

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

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. Contact centers that primarily operate via phone interactions should look into best-of-breed solutions.

Contact Center 98

Contact Center Gambling Text Analytics Government 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. 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.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97