VHT

OCTOBER 1, 2018

While technology is advancing throughout nearly every industry, it is evolving at an amazingly fast pace in the realm of contact centers. What should you specifically look for as we look towards 2019? Evaluating traditional contact center KPIs is only part of the picture when it comes to achieving goals and objectives.

Contact Center 67

Contact Center Technology Analytics Surveys 67

Fonolo

JANUARY 31, 2019

We open in the year 2019. The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond). The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond).

Customer Service 93

Customer Service Chatbots Interactive Voice Response Banking 93

DMG Consulting

JANUARY 3, 2020

The Hybrid Contact Center Workforce of 2030. 11/26/2019. This will be a relatively common issue in 10 years when contact centers and many other functions in organizations are staffed with a combination of humans, intelligent AI-enabled assistants, and robots. By Donna Fluss. WHAT YOUR WORKFORCE WILL LOOK LIKE.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Interactive Voice Response 96

Vonage

APRIL 30, 2019

But once the phone rings, in far too many cases, they’re plunged into a real nightmare: seemingly infinite IVR prompts, endless hold times, and - just as they’re at their wits end - a connection to a live agent who’s not equipped or incentivized to help them. Do you know how to end IVR horrors? If you’re like most, not well.

Interactive Voice Response 85

Interactive Voice Response Contact Center Chatbots Customer Experience 85

Monet Software

NOVEMBER 19, 2018

Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. We’ve reviewed several 2019 outlook pieces, and these are the ideas we think have the most merit. Analytics software is not new but its still a growing interest at contact centers.

Contact Center 59

Contact Center Interactive Voice Response Analytics Self service 59

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. IVR Doctors considers these the major drivers of customer satisfaction and system utilization. In 2019, we were fourth out of a hundred.”.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Contact Center Installed Base. Identified by Aragon Research. Focus on AI.

Contact Center 95

Contact Center Enterprise contact center solutions Cloud contact 95

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?

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

DMG Consulting

JULY 1, 2019

The Ideal Contact Center Solution. I often think about what it would take to make the perfect contact center infrastructure solution, ACD, dialer, IVR/IVA, CTI, universal queue, etc. The contact center solution should come with old and new key performance indicators (KPIs). By Donna Fluss.

contact center solutions 76

contact center solutions Contact Center Interactive Voice Response Enterprise 76

Monet Software

DECEMBER 21, 2018

Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with its own list of fearless predictions for what next year will bring. Most contact centers have embraced omni-channel by now, but having the different communication channels in place is just the beginning.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Aspect

AUGUST 7, 2019

If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out). Those participating in the Aspect CXP path learned the basics of creating simple, yet functional interactive, voice-response applications using the CX Designer solution. Aspect Workforce Management Master Program.

Interactive Voice Response 73

Interactive Voice Response Best practices Feedback Management 73

Babelforce

MARCH 8, 2023

If you follow customer service trends, you’ll notice that even though consumers consistently report low satisfaction with the technology, the market for IVR systems continues to grow. 47% of consumer respondents to a 2019 survey said they experience frustration when encountering call center IVR systems.

Interactive Voice Response 52

Interactive Voice Response Customer centricity Contact Center Abandon Call 52

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Enhancing customer retention in the telecom industry.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Fonolo

APRIL 9, 2019

Anyone who has experienced a self-help menu knows: IVR does not equal a real person. You can do this by keeping your IVR options to a minimum and limiting the number of possible “sub-routes.”. Making changes such as simplifying your IVR and encouraging transparency can go a long way in improving customer satisfaction.

Call Center 122

Call Center First call resolution Interactive Voice Response Contact Center 122

Callminer

AUGUST 6, 2019

Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. .” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Text analytics is used to scour textual interactions (e.g.,

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. ” Vodafone sought to utilize the power of video to alleviate the burden on its contact centers, which were fielding a staggering 5.2 Boost revenues?

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

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

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

FEBRUARY 14, 2023

Call centers must deliver consistent, accurate information, and automation can help meet this goal while improving the customer experience and reducing agent stress. FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Automation can improve CX.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

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

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

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.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. through 2022.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

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

TRUSTID

JANUARY 20, 2019

Each year, contact center managers do what they can to save money and improve the customer experience. We’ve identified several areas that threaten today’s modern contact centers , including: Increasing call handle times. Frustrating IVR transfers. Then, there’s the cost for IVRs, which is 10 cents a minute.

Interactive Voice Response 57

Interactive Voice Response Contact Center Call Center Best practices 57

Pipkins

DECEMBER 10, 2019

We are happy to let you all know that we are expanding on our trusted WFM solution with Customer Experience Cloud Solutions, namely Pipkins CCAAS (Contact Center As A Service). The Pipkins CCAAS also includes call recording and a feature to evaluate calls and interactions between agents and customers. Happy Holidays!

Interactive Voice Response 52

Interactive Voice Response Contact Center Management Customer Experience 52

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Calltools

JANUARY 19, 2022

Here are six contact center trends that managers should respond to when assisting reps, streaming campaigns and improving the customer experience in 2022. . In addition, this training makes the call center environment a more productive one. . As such, this innovation will likely dominate contact centers in 2022.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Abandon rate 52

NICE inContact

NOVEMBER 15, 2019

No other season impacts so many contact centers across so many markets quite like it. To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff. Some retailers choose to upgrade technology, moving their call center software to the cloud.

Contact Center 54

Contact Center Interactive Voice Response Self service call center software 54

TechSee

DECEMBER 28, 2020

” While most IVR systems don’t sound like this yet, the possibility is not that far off. The drivers for changing roles in contact centers. According to a Gartner survey in May 2019, 19% of service companies already offered these contracts, and another 26% were expecting to do so within 12 months.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . More Blogs Menu.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

3CLogic

APRIL 9, 2020

73% of customers report that they prefer to handle their simple problems through self-service channels, finding quick answers to their questions while avoiding the hassle of navigating IVRs and waiting to speak to an agent. The Resurgence of Voice. Voice remains a leading customer service channel for a wide range of users.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

pindrop

JULY 8, 2020

Consider this, from 2010 to 2019, the number of full-service bank branches fell by 12% , dropping from 95,000 to around 83,000. The individual agent’s time is becoming more valuable, and therefore more expensive to the contact center. So how can you make sure that your contact center’s workforce is optimized?

Banking 62

Banking Contact Center Interactive Voice Response Self service 62