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

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. 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

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

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming year. Peter Ryan.

Contact Center 142

Contact Center Customer Experience AI CX 142

Fonolo

DECEMBER 3, 2020

Over the past few years, CX has become more than just a hot topic. 3 Crucial Contact Center Trends in 2021. When designing a superior CX strategy for your business, it’s not just about how you can serve your customer. A visual IVR can be a very powerful tool for making your contact center more accessible.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

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 Centers Adapted Fast. Good times. Peter Ryan, Snr.

Contact Center 126

Contact Center CX Start-ups Education 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

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. For press inquiries, contact Drew Pizzini at dpizzini@jacada.com.

Social Media 218

Social Media Contact Center Customer Experience CX 218

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

Experience Investigators

OCTOBER 5, 2021

There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. The post Happy CX Day 2021!

CX 133

CX Social Media Contact Center Customer Journey Map 133

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 Actionable Insights Entertainment 219

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

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

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. and the 7 Surprising CX Insights They Reveal.

Social Media 162

Social Media CX Contact Center Actionable Insights 162

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 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Six Crucial CX & Contact Center Trends That Will Shape 2021. Through this full-service experience, contact centers can gather more data with greater accuracy in a single interaction.

CX 132

CX Contact Center Omnichannel Customer Relationship Management 132

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. Providing resolution efficiently is a part of good CX.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

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 Technology 104

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

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. CX & Customer Service Expert, Founder of ThinkCX.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Shep Hyken

SEPTEMBER 6, 2021

This is the kind of thing that creates CX legends. A Look at Customer Effort Score and How It Can Help Build Better CX by Dom Nicastro. CX Best Practices: Learning from AWS Contact Center Day by Sébastien Stormacq. (No State of the In-Store Experience [2021] by Bobby Marhamat. You’ll smile.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

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! – Shep Hyken, CS & CX Expert.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Kerry Bodine

JANUARY 14, 2021

In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimizing the changes they implemented in 2020? Register here.

Contact Center 71

Contact Center CX AI 71

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

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

Shep Hyken

JULY 12, 2021

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. My Comment: When it comes to customer support and contact centers, the people at Sharpen CX are pretty sharp. Out of 1,000 consumers, 65% said, “Yes.”

Customer Service 116

Customer Service Retail Entertainment Social Media 116

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 182

Contact Center CX Technology Technology 182

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

Taylor Reach Group

JUNE 23, 2021

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. TRG) to support the setup, and implementation, for its ecommerce contact center operations. A global Contact Center, Call Center, and Customer Experience consulting firm.

E-commerce 120

E-commerce Sports Retail Contact Center 120

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

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. cctr #cx Click To Tweet. cctr #cx #ces Click To Tweet.

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Fonolo

MAY 11, 2022

But adopting a few CX tactics isn’t enough to stay competitive. Meet our 2022 CX Award Winners. Now in its 6th year, Fonolo’s annual CX Excellence Awards celebrate contact centers that demonstrate excellence in customer service and customer experience. Learn More About the CX Awards.

CX 91

CX Non-Profits Education Contact Center 91

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

Uniphore

JUNE 16, 2021

67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. Many contact centers, therefore, have opted to favor outcome metrics such as First Contact Resolution or Net Promoter Score, with secondary emphasis on AHT.

NPS 147

NPS Net Promoter Score Contact Center AI 147

Shep Hyken

JULY 26, 2021

There is something here for everyone, from a small business dabbling with AI to the major brand using AI to leverage insights that drive CX. Five Contact Center Innovations That Are Reshaping Customer Service by Kendal Rodgers. The post 5 Top Customer Service Articles of the Week 7-26-2021 appeared first on Shep Hyken.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Taylor Reach Group

JULY 6, 2018

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. trillion in 2018. to 39.1%.

Contact Center 58

Contact Center Technology Technology Customer Journey Map 58

Aquire

OCTOBER 5, 2021

Before you get into the complex stuff, like artificial intelligence or visual search, make sure that the core pillars of digital customer service are effective: namely, your website and contact center. Staying Ahead of the Competition: Tools You Can Bank on for Great CX. Implement conversational CX. WHITEPAPER. .

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105