Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. Let’s take a look at a few things Idaho Central Credit Union does differently to make it a best-in-class contact center.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

Noble Systems

JULY 1, 2019

In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving long-term success with gamification. We noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Fonolo

JANUARY 8, 2019

From January 20 – 23, 2019, a whopping 3,000 customers, partners, industry analysts, and executives will congregate in Austin, Texas for the event. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center.

Abandon rate 73

Abandon rate Gamification Contact Center Technology 73

Fonolo

JANUARY 22, 2019

In the end, chatbots are simply there to help, to speed up the sales process, and to lighten the load of the customer service representative and/or contact center agent. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! Investing in Agents.

Chatbots 93

Chatbots Gamification Contact Center Technology 93

Liveops

FEBRUARY 28, 2019

When it comes to customer service, receiving a Stevie Award is one of the world’s top honors a contact center organization or professional can accept. What did Liveops win at the 2019 Stevie Awards? Liveops won SILVER for Contact Center or Customer Service Outsourcing Provider of the Year.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. How can contact centers turn that around so that customers are left feeling positive about the interaction? Conclusion Trends come and go, says Serenova.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 5 June 2019. million, a year-over-year increase of 8.2%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

TechSee

JUNE 25, 2019

Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Back office AI customer service technologies are especially relevant to assisting in workload management, agent productivity and high-level data analysis of contact center performance.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 28 August 2019. This is where CJA comes into play.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 November 2019. million, in the first six months of 2019.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Fonolo

DECEMBER 13, 2018

The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center. Social Media as a Contact Center Touchpoint. Investing in Agents. Voice-Powered Technology (VPT). Cracking Down on Hold-Times.

Customer Service 113

Customer Service Call Center Gamification Self service 113

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 11 December 2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center. Gamification is one key way to do so.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center. Gamification is one key way to do so.

Contact Center 54

Contact Center Gamification Management Call Center 54

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

Consulting 48

Consulting Consulting Contact Center Marketing 48

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Artificial Intelligence-powered contact center tools. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

Contact Center 54

Contact Center Gamification Call Center call center software 54

Fonolo

DECEMBER 11, 2018

The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center. Social Media as a Contact Center Touchpoint. We hope *not* to see you on next year’s list. Investing in Agents.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

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 Interactive Voice Response Surveys 62

Fonolo

JANUARY 10, 2019

The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center. Social Media as a Contact Center Touchpoint. Investing in Agents. Voice-Powered Technology (VPT). Cracking Down on Hold-Times.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

Fonolo

JANUARY 23, 2019

This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. We continue to see a very active M&A market in the contact center space. Investing in Agents.

Contact Center 62

Contact Center Gamification Call Center Marketing 62

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Using contact center performance management software , like CallMiner , can help streamline the process.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

DECEMBER 4, 2018

The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center. Social Media as a Contact Center Touchpoint. Investing in Agents. Voice-Powered Technology (VPT). Cracking Down on Hold-Times.

Gamification 89

Gamification B2C Contact Center Technology 89

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers. People love using chatbots for simple tasks.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Calltools

OCTOBER 19, 2022

The holiday season — less than seven weeks away now — is almost always the busiest time of the year for contact centers. This year will likely be the same, so contact center managers must prepare for the holiday rush. Follow these nine holiday contact center tips! Train Contact Center Agents.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Monet Software

JANUARY 24, 2019

These are the Priorities and Challenges Facing Contact Centers. We’ve found several pieces online attempting to predict where the contact center industry is headed in 2019. More contact centers are coming to this realization and, with cloud systems minimizing upfront investment, are making the switch.

Gamification 48

Gamification Self service Contact Center Employee engagement 48

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019. and offline (e.g.,

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Fonolo

FEBRUARY 20, 2019

This is a win-win situation for customers, as well as for contact centers. Customers can avoid the frustration of waiting in the queue, and contact centers will be able to manage the spikes well. With the right plan, a contact center can emerge as the hero of the day. Investing in Agents.

Call Center 89

Call Center Management Contact Center Gamification 89

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. billion in 2019. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Serenova

DECEMBER 4, 2019

They also may couple this with contact-center agent performance, independently gathered sentiment analysis of customer interactions, and competitive analysis. Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

CSM Magazine

JUNE 27, 2019

The AI Market and Gamification markets continue to grow at an amazing pace. Research shows the Gamification global market will have a CAGR of over 30% from 2019-2024. The new technology utilizes real time AI and Gamification to improve CX agent efficiency and engagement. AI is expected to have even stronger growth.

Gamification 40

Gamification Marketing Call Center Contact Center 40