Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Callminer

JANUARY 19, 2025

2024 was a banner year for AI adoption across contact center and CX teams. Read CallMiner's top predictions that will help organizations empower frontline employees and supercharge CX in 2025.

Technology 182

Technology Technology Contact Center Customer Experience 182

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Customer Think

JULY 9, 2024

Source: Pexels Contact Center teams are often the busiest departments in an organization. While automation is part of every business process, it is especially valuable in the contact center. Contact center automation tools help to drive efficiency and effectiveness of […]

Contact Center 64

Contact Center Customer Service 64

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Artificial Intelligence 59

Artificial Intelligence CX Contact Center AI 59

DMG Consulting

OCTOBER 16, 2023

Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center As the end of the year approaches, enterprises are planning Q1 budgets ,and Donna Fluss has thoughts on the top three areas where contact center dollars should be allocated.

Contact Center 62

Contact Center 62

DMG Consulting

MARCH 5, 2025

The study shows a clear pattern of AI-enabled transformation that was set in motion in 2024 and is going strong in 2025. Following are insights into the business objectives contact center leaders plan to address during the year. This is part of the reason investing in AI to enhance the contact center was selected by 35.6%

Contact Center 62

Contact Center Artificial Intelligence Compliance AI 62

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

Execs In The Know

FEBRUARY 21, 2024

Deloitte reports that 80% of contact centers are actively engaging in some stage of AI deployment. will be joining us at Customer Response Summit (CRS) in Tucson, March 12-15, 2024. The post How AI-Driven Hyperautomation Can Enhance Business Efficiency in the Contact Center appeared first on Execs In The Know.

Contact Center 98

Contact Center AI Healthcare Start-ups 98

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. Fueled by AI and automation, the pace of innovation and change in contact centers is accelerating. Happy New Year!

Contact Center 48

Contact Center Artificial Intelligence Social Media AI 48

Retently

OCTOBER 11, 2024

EvaluAgent EvaluAgent automates Quality Assurance processes for contact centers, providing tools to monitor and assess customer interactions. With features designed to streamline QA workflows, EvaluAgent assists in reducing manual tasks while providing insights that support informed decision-making in contact center operations.

Retail 137

Retail Scorecard Sentiment Analysis Customer Service 137

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. It’s not a question of will a contact center invest in and use AI, but a question of when.

Contact Center 48

Contact Center AI Artificial Intelligence Compliance 48

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Workforce management (WFM) came in second place, identified by 40.8% of survey participants.

Contact Center 62

Contact Center Technology Technology AI 62

Customer Think

AUGUST 13, 2024

I originally wrote today’s post for GoTo as a follow-up to our June 26, 2024, webinar. It appeared on their site on July 9, 2024. To get access to this webinar on-demand and to hear more about the topics I write about in this post, be sure to listen to/watch the webinar on demand. Watch […]

Contact Center 69

Contact Center AI Technology Technology 69

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

DMG Consulting

JULY 15, 2024

Need Help with a Contact Center RFP? July 2024 DMG produces the only in-depth technology product and market reports designed to help contact center and IT leaders select the right systems, applications, and partners. The post Need Help with a Contact Center RFP? appeared first on DMG Consulting.

Contact Center 48

Contact Center Artificial Intelligence AI Technology 48

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Hodusoft

JULY 3, 2024

A Guide to Choose the Best Contact Center Software for Your Enterprise Contact centers come in different types and sizes. If we speak about the latter, then some contact centers believe in the philosophy of German-British statistician and economist Ernst Friedrich Schumacher, which is “Small Is Beautiful.”

Contact Center 52

Contact Center Social Media Compliance Engineering 52

DMG Consulting

JUNE 6, 2024

The Importance of Contact Center Data for AI Initiatives June 2024 Contact centers are a great source of customer-centric data, as most of what is done for customers and prospects is captured and recorded by one or more of the department’s systems or applications. The fuel or enabler for AI initiatives is data.

Contact Center 48

Contact Center AI Artificial Intelligence Omnichannel 48

Customer Think

JANUARY 30, 2024

AI will impact Customer Experience (CX) in 2024 in at least three different ways. First, the call center will be transformed as AI plays a larger role in solving customer demands. Second, “citizen developers” in CX and elsewhere will transform their work with automation.

AI 72

AI CX Customer Experience Contact Center 72

Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote.

Contact Center 60

Contact Center Customer Service 60

Execs In The Know

AUGUST 27, 2024

The 2024 results are concerning, with 39 percent of brands reporting a drop in service quality, a significant increase from 17 percent in 2023. The tech sector has seen more than 124,000 layoffs in 2024 alone. This annual survey offers a window into what today’s consumers think about their interactions with brands.

CX 105

CX AI Contact Center Machine Learning 105

Hodusoft

JULY 12, 2021

How Work from Home Contact Center Software Can Solve Remote Work Challenges? What has not changed, however, is reaching for our phones to call customer service contact center agents, for a myriad of issues. In fact, throughout the pandemic period, contact centers witnessed long waits.

Contact Center 52

Contact Center Outlook Omnichannel Social Media 52

DMG Consulting

JULY 15, 2024

A Practical Approach to GenAI in the Contact Center View this article on the publisher’s website July 2, 2024 Artificial intelligence (AI), particularly generative AI (genAI), is changing the contact center and customer service landscape for the better.

Contact Center 48

Contact Center Artificial Intelligence Construction AI 48

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

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

DMG Consulting

MARCH 8, 2024

AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. Contact centers have always had an employee attrition problem because it’s a tough, underappreciated, and generally underpaid job.

Contact Center 48

Contact Center Artificial Intelligence AI Real Estate 48

DMG Consulting

SEPTEMBER 6, 2024

CAI solutions are ushering in a wave of high-quality productivity improvements in contact centers and service operations and are starting to be rolled out in other enterprise departments. The report provides a comprehensive analysis of the dynamic and accelerating conversational artificial intelligence (CAI) sector.

AI 48

AI Contact Center Artificial Intelligence Innovation 48

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all.

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

Hodusoft

APRIL 1, 2024

HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. The post HoduCC Named Category Leader in 2024 GetApp Awards appeared first on Hodusoft.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Ameyo Callversations

JUNE 21, 2022

As businesses these days are considering remote work in their long-term plans, it is imperative to consider contact center solutions as communication from home and office is seamless. Now as most companies are opting for cloud contact centers, Gartner predicts an annual growth rate of 29% for contact center software.

Contact Center 52

Contact Center CX Customer Satisfaction Touchpoint 52

Ameyo Callversations

JUNE 26, 2022

Cloud Contact Center has been in enormous demand in recent years. Once the decision to migrate from an on-premise system to a cloud contact center is made, there are a few things to keep in mind for choosing the best provider. IS REMOTE WORKING A GOOD IDEA FOR YOUR CONTACT CENTER? Levels of Integration-.

Contact Center 52

Contact Center Construction Compliance Start-ups 52

Ameyo Callversations

MARCH 11, 2021

bn during 2020-2024” Technavio. Remote Contact Center Solution: The Answer to your Contact Center Woes? Well, any contact center is no stranger to using multiple systems to effectively manage its operations. Tracking call center metrics are the backbone of any successfully run BPO.

Contact Center 98

Contact Center Government Omnichannel Gaming 98