Contact Center Pipeline

JANUARY 15, 2020

While I encourage you to read the full report, here are some observations that stand out this year: Top Contact Center Challenges With attrition garnering so many votes, we see a bigger drop in the […]. We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities.

Contact Center 162

Contact Center Surveys Employee engagement Self service 162

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cloud Agility.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

TechSee

MAY 20, 2020

TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians. This training process continually enhances Computer Vision algorithms by leveraging visual data collected by contact center agents.

CRM 207

CRM Customer Service Enterprise Contact Center 207

TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools. Milestones on the road to autonomous AI self service.

Self service 111

Self service Contact Center contact center workforce Banking 111

TechSee

DECEMBER 31, 2019

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Bottom Line. Learn more at www.dmgconsult.com.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Review Your Support Tickets.

Self service 118

Self service Best practices Customer Support Chatbots 118

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Virtual Agent 132

Virtual Agent Self service Contact Center Technical Support 132

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.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

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 Coaching call center association Call Center 147

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

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. ‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Contact Center Pipeline

SEPTEMBER 22, 2020

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.

Management 225

Management Contact Center Surveys Self service 225

Fonolo

MAY 26, 2020

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business?

Contact Center 142

Contact Center Abandon rate Call Center Interactive Voice Response 142

HGS

JANUARY 25, 2021

Ready to modernize your contact center? Tis the season for contact center trends, predictions, and “must-watch” lists. Gartner ranks trends such as digital experience platforms, Internet of things for customer service, natural language processing, 360-degree view of customers, chatbots, robotic process automation, etc.

Contact Center 130

Contact Center Banking Education Self service 130

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. But, which areas are we to measure?

Call Center 125

Call Center Metrics First call resolution Contact Center 125

Fonolo

NOVEMBER 5, 2020

FACT: In a poll of 176 contact center professionals, almost 3 out of four respondents scored their IVR as a 3 out of 5 or below when it came to customer first-impressions. The State of the Contact Center 2020. Invest in self-service options. How Has COVID-19 Affected Call Center Agent Turnover?

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

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

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

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

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

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

Global Response

JANUARY 8, 2025

minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. Contact center technology trends The work of contact centers and their agents is deeply impacted by the tools they use. Read Time: 4.5

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.”

Contact Center 116

Contact Center Technology Self service Call Center 116

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly. Top Pick: 20 ways to create an amazing customer service experience in 2020. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

REVE Chat Blog

NOVEMBER 6, 2019

Hence realigning the customer service experience has become a top priority for businesses. Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. But it has become increasingly evident that 2020 accelerated the need and demand for industry change and evolution.

Contact Center 116

Contact Center Government Self service CRM 116

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. The platform concept is very important to the future of WFO, as well as other contact center systems and applications.

Contact Center 96

Contact Center Analytics Consulting Consulting 96

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

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks. No, that’s not a typo.

Self service 86

Self service Chatbots Contact Center Wait times 86

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. Here are the top things that contact centers can do now to deliver on the ever-shifting demands of customers.

Contact Center 98

Contact Center Gamification Self service Analytics 98

DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web. By Donna Fluss. View this document on the publisher’s website.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. McKinsey & Co.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

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.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98