DMG Consulting

FEBRUARY 12, 2025

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI? An additional 37.1%

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Execs In The Know

FEBRUARY 10, 2025

The customer experience (CX) landscape is evolving rapidly, especially in contact centers. At the same time, contact center agents, who are tasked with delivering high-quality support, are under pressure to meet performance metrics while juggling increasingly complex interactions.

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DMG Consulting

MARCH 13, 2025

This set into motion the most radical and impactful transformation of contact centers and customer service organizations ever experienced. Below is a list of lessons learned and top takeaways that will help CX, contact center, and customer service leaders successfully move forward on their AI journeys: 1.

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eglobalis

DECEMBER 5, 2023

True Personalisation is Unworkable for Customer Experience The post True Personalisation is Unworkable for Customer Experience appeared first on Eglobalis.

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Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

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Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

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eglobalis

DECEMBER 7, 2023

Best Customer Experience Books 2023 in Digital Data, Design and Centricity The post Best Customer Experience Books 2023 in Digital Data, Design and Centricity appeared first on Eglobalis.

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Fonolo

MARCH 2, 2023

No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! Customers love it.

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Contact Center Artificial Intelligence Sentiment Analysis AI 141

PeopleMetrics

FEBRUARY 20, 2025

When I wrote about omnichannel feedback collection in " Listen or Die ," I emphasized the importance of gathering customer feedback across all touchpoints consistently. Today, this principle remains crucial, but artificial intelligence has dramatically expanded both our capabilities and our customers' expectations.

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Callminer

FEBRUARY 18, 2019

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportunity to be proactive in the future.

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Fonolo

MAY 4, 2021

If this sounds familiar, don’t worry — it is possible to upgrade your call center infrastructure and reduce future contact center costs at the same time. Read on to learn how to offset call center costs, and ensure that your customer service operations meet the needs of the 21st-Century customer.

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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. Register Now.

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eglobalis

OCTOBER 3, 2023

How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.

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Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. The post Fulfilling Conversational AI’s Promise in Your Contact Center appeared first on Uniphore.

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UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

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eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. This practice is echoed by thousands of companies around the world.

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NPS Customer Feedback Net Promoter Score B2C 424

Adrian Swinscoe

SEPTEMBER 27, 2024

Today’s interview is with Sam Wilson, the CEO of 8×8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs […] The post Within five years, contact center agents will become contact center specialists – Interview with Sam Wilson of 8×8 first appeared on Adrian Swinscoe.

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Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. There is plenty to learn about artificial intelligence and its cousin, machine learning (ML).

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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. – Salesforce.

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Contact Center AI Artificial Intelligence Customer Experience 96

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

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Contact Center Social Media Artificial Intelligence Voice of the Employee 246

TeamSupport

SEPTEMBER 21, 2020

Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind. Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry.

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The DiJulius Group

MARCH 14, 2024

AI and the Customer Experience, Part 1 AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. According to an article in Craving Tech, organizations that have integrated this new technology into.

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Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Wednesday, July 24th Artificial Intelligence and Machine Learning. Thursday, July 25th Customer Experience.

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Adrian Swinscoe

MARCH 13, 2024

One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe. Every now and again, I come across a piece of research that makes me want to pull my hair out.

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Futurelab

JANUARY 31, 2022

Tags: Annette Franz (Gleneicki) artificial intelligence automation contact center customer experience customer service employee experience Facebook Like.

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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.

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Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen.

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Contact Center Machine Learning Social Media Artificial Intelligence 106

Adrian Swinscoe

OCTOBER 24, 2024

Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation […] The post Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA first appeared on Adrian Swinscoe.

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Contact Center Omnichannel Artificial Intelligence AI 147

Taylor Reach Group

JUNE 9, 2020

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

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DMG Consulting

SEPTEMBER 29, 2022

How Artificial Intelligence Is Transforming CX. Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades. Artificial intelligence is being rolled out in contact centers in a couple of ways. September, 2022 By Donna Fluss.

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Callminer

OCTOBER 11, 2018

Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions.

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Contact Center Non-Profits Compliance Education 561

DMG Consulting

OCTOBER 9, 2020

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers. In short, predictive analytics capabilities can help companies provide an optimal customer experience cost effectively.

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Taylor Reach Group

SEPTEMBER 29, 2020

The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Customer Relationship Management (CRM).

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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.

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Contact Center Technology Technology Social Media 98

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. Major Call Center Technology Trends in 2021.

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DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.

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Contact Center Social Media Artificial Intelligence AI 87

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Customer care executives should be able to give them the service they anticipate. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer. What is an Omnichannel Contact Center?

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