Uniphore

JULY 30, 2021

We hope that you’ll join us on this journey to innovate customer experience at record speed. When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget.

Innovation 246

Innovation CX Contact Center Artificial Intelligence 246

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% of survey participants.

Contact Center 77

Contact Center AI CX Artificial Intelligence 77

eglobalis

OCTOBER 21, 2024

By actively engaging with customers and using their input to shape product updates, Salesforce has turned potential complaints into opportunities for innovation​ Microsoft (B2B, USA) : Microsoft responded swiftly to criticism of a cloud service update, publicly addressing each concern and offering solutions.

Social Media 505

Social Media B2B Sentiment Analysis B2C 505

eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. Fifth Third Bank, a U.S. Today, large banks in the U.S.,

AI 326

AI CX Sentiment Analysis Predictive Analytics 326

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. A recognized visionary author and speaker, Fluss drives strategic transformation and innovation throughout the service industry.

Contact Center 138

Contact Center Retail Innovation Customer Experience 138

Fonolo

DECEMBER 15, 2020

However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. Crises do occur.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

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

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

Hodusoft

APRIL 2, 2025

The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. ” The irony, however, is that the contact centers of telecom companies can do better when it comes to responding to customers’ queries and resolving their issues. Well-informed.

Contact Center 52

Contact Center Omnichannel Sentiment Analysis Data Entry 52

DMG Consulting

MARCH 13, 2025

This set into motion the most radical and impactful transformation of contact centers and customer service organizations ever experienced. This set into motion the most radical and impactful transformation of contact centers and customer service organizations ever experienced.

Contact Center 48

Contact Center AI Artificial Intelligence CX 48

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sports 142

Hodusoft

JANUARY 8, 2025

Role of VoIP and Contact Centers in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This is where contact centers and Voice over Internet Protocol (VoIP) solutions come into play. Let’s discuss it in detail.

Contact Center 52

Contact Center Finance Customer Satisfaction Transportation 52

Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Be the first to learn about the latest innovations in automation, conversational AI and emotion intelligence. CX and Contact Center Leaders. Register Now.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes.

Technology 376

Technology Technology E-commerce Contact Center 376

Uniphore

DECEMBER 14, 2021

For Cisco partners, this means they can resell and upsell, bringing additional customer experience innovation and value to their customers. These types of advances are transforming customer experience across contact centers for global enterprises.

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

Execs In The Know

MARCH 31, 2025

Led by Vanessa Hardy-Bowen , Director of Guest Care & Contact Centers, Spirit Airlines took a strategic approach to AI integration, turning challenges into opportunities to innovate. Agent Training and Support Powered by AI Training has historically been one of the most resource-intensive aspects of running a contact center.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Adrian Swinscoe

MARCH 11, 2024

David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe. Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk.

Contact Center 147

Contact Center Innovation CX Technology 147

Callminer

APRIL 2, 2018

We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience.

Contact Center 207

Contact Center Customer Experience Technology Technology 207

Fonolo

MAY 30, 2023

That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate.

Contact Center 246

Contact Center Education AI Start-ups 246

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.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Customer Think

JULY 30, 2021

Architect, Frank Lloyd Wright, once quipped about technological innovation that, “if it keeps up, man will atrophy all his limbs but the push-button finger.” And Wright wasn’t wrong. Like many other information workers, I spend my days punching buttons on my computer keyboard – most frequently the “delete email” button.

Contact Center 131

Contact Center Innovation Technology Technology 131

Ameyo Callversations

JANUARY 19, 2022

Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations.

Contact Center 105

Contact Center Touchpoint Social Media Customer Expectations 105

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable. ” – E.

Contact Center 207

Contact Center Finance AI Innovation 207

CSAT.AI

FEBRUARY 1, 2023

The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely. Yes, there are costs to any aspect of business.

Contact Center 102

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 102

Hodusoft

MARCH 22, 2022

The Call & Contact Center Expo at Las Vegas started with much fanfare, where HoduSoft showcased its innovative unified communications products. The event took place in Las Vegas Convention Center on 16th & 17th March this year. HoduCC- Call and Contact Center Software.

Contact Center 98

Contact Center Innovation Government Omnichannel 98

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

Ameyo Callversations

AUGUST 26, 2021

Contact centers make the spine of your customer experience. Any piece that you miss in the contact center eventually disturbs the experience for the customer. Over the last few years, AI and digital transformation have evolved some new trends, and contact centers fall under that transitioning verticals.

Contact Center 98

Contact Center Sentiment Analysis AI Finance 98

Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? Organizations using legacy PBX (Private Branch Exchange) or enterprise phone systems are giving way to prioritize customer service with modern contact center software. . Contact center software. Not just an upgrade from PBX to IP PBX .

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Hodusoft

AUGUST 9, 2021

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Many e-Commerce players using Social Media Contact Center Software for better CX. How do omnichannel customer contact centers benefit e-commerce players? Greater customer expectations at par with e-commerce retail giants.

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. But the benefits do not come without risks, and as with anything new and innovative, it will be up to society to ensure that AI is used properly. But the technology is just one piece of the challenge.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

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. trillion of business value, and customer experience will become the center of this hike.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96