Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. The vital importance of device management.

Self service 95

Self service Telecommunications Healthcare Analytics 95

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. A greater pivot towards self-service is the natural outcome.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal.

Self service 95

Self service Enterprise Multichannel Customer effort 95

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Plus, AI has driven an increase in the capacity of contact center tools. What is voice analytics?

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. She also created a Premium Instructor Udemy online training course, "Your Customer Service Tool Box: Best Practices for Beginners" for customer service agents. You may use some or all of them. Back to CX Accelerator Blog

Customer Support 316

Customer Support Wait times Self service Best practices 316

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, 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. Here are some of the 2019 trends that can help create an effortless agent experience.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

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.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Not surprisingly, along with an increase in chat is an increase in self-service overall. AI, Bots & RPA.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Contact Center Pipeline

DECEMBER 18, 2018

At the center of this evolving brand-customer relationship is the contact center. Interactions now extend beyond the point of purchase, taking place over a variety of channels, and forming an ongoing conversation. This trend continues to grow, with the quality of these customer experiences […].

Contact Center 100

Contact Center Technology Customer Experience Self service 100

Contact Center Pipeline

FEBRUARY 21, 2019

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Top Contact Center Challenges The top half of our list of challenges is dominated by technology and frontline staff items.

Surveys 138

Surveys Contact Center Technology Self service 138

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit. The ultimate goal?

Contact Center 100

Contact Center Technology contact center solutions Cloud contact 100

Etech GS

APRIL 30, 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. Here are five trends to consider employing to elevate the level of service offered by your business in 2019. .

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

DMG Consulting

JANUARY 3, 2020

The Hybrid Contact Center Workforce of 2030. 11/26/2019. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. The contact center workforce has already started to change. By Donna Fluss.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Interactive Voice Response 96

Contact Center Pipeline

JULY 18, 2019

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs. CX Practitioners: Real Life or Fantasy? In it, I described the wonderful world of the customer experience as described, written about, and generally fawned over by contact center industry pundits, and […].

Contact Center 154

Contact Center Customer Experience Self service Call Center 154

Balto

NOVEMBER 18, 2022

Contact centers are no different. Whether executives view their contact center as a profit center or a cost sink ultimately determines how much investment, or divestment, happens there. A few interesting observations stand out: Three out of four respondents currently use AI in their contact centers.

Contact Center 98

Contact Center Self service Metrics Surveys 98

Spearline

NOVEMBER 25, 2020

Contact centers continue to embrace cloud services and break free of their legacy on-prem infrastructures. “The US Customer Experience Decision-Makers’ Guide 2019-20”, Contact Babel. “The US Customer Experience Decision-Makers’ Guide 2019-20”, Contact Babel.

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98

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

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Author: Pauline Ashenden - Marketing Manager The last 25 years have seen the rise of contact centers, both within organizations and in the public mind.

Contact Center 75

Contact Center Self service Chatbots First call resolution 75

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. per contact, while self-service channels cost about $0.10

Virtual Agent 88

Virtual Agent Self service Transportation Customer Experience 88

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

Fonolo

DECEMBER 17, 2019

It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

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

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

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, 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. Here are some of the 2019 trends that can help create an effortless agent experience.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

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

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

DMG Consulting

MARCH 5, 2025

Following are insights into the business objectives contact center leaders plan to address during the year. Top Contact Center Goals for 2025 Improving the CX is the top business goal for service organizations in 2025, selected by 57.6% Enhancing self-service systems came in second place, chosen by 53.0%

Contact Center 62

Contact Center Self service Surveys Consulting 62

DMG Consulting

JANUARY 4, 2019

Welcome to 2019! 2019 is looking to be a year filled with great innovation and practical applications for contact centers. It’s a year in which the number of contact center seats worldwide is expected to remain flat as assisted and unassisted automation replaces the need for some agents.

Contact Center 59

Contact Center Analytics Self service Finance 59