Contact Center Pipeline

OCTOBER 30, 2020

As we entered Q4 of a uniquely challenging year, our most-read posts in October reflected that contact center management are well into their annual planning and are looking ahead to 2021 and longer-term people and technology investments.

Contact Center 262

Contact Center Technology Customer Service Management 262

Fonolo

JUNE 8, 2021

Invest in the right tools and technology. With technology evolving at a rapid rate , many call centers are understandably hesitant to invest in new upgrades. Remember that the right technologies can actually lower your operational costs while improving the experience for both customers and call center staff.

Call Center 133

Call Center Morale Contact Center Technology 133

Upstream Works

FEBRUARY 10, 2021

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize.

Contact Center 78

Contact Center Technology Analytics Customer centricity 78

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Technology outsourcing Self service 139

Netomi

SEPTEMBER 20, 2021

As the demand for chatbot software has skyrocketed, the marketplace of companies that provide chatbot technology has become harder to navigate as competition increases with many companies promising to do the same thing. Without further ado, let’s take a look at the best AI chatbots for 2021 and beyond. Reporting/Analytics.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Spearline

JUNE 2, 2022

And, more specifically, what are the contact center technology trends for 2022? Tech is more important than ever The first trend to note is that technology, in general, is looking more important than ever to contact centers. Backing up this technology trend further, is CCW’s 2022 market study on the State of Contact Center Technology.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Beyond Philosophy

MAY 12, 2021

Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing. Technology Can Help. Porte says the technology to close the forming gap is available.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

Spearline

JULY 13, 2021

Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. What’s on the horizon for 2021? Since the global pandemic forced live events online, virtual event technology took off in 2020.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. billion in 2021, at a CAGR of 43.6%. billion in 2016 to $17.67 The driver for this growth? Artificial intelligence (AI).

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . TSIA (@TSIACommunity) May 4, 2021. . TSIA (@TSIACommunity) May 4, 2021. .

SaaS 98

SaaS Benchmark B2B Analytics 98

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights. Emotion analytics.

Technology 122

Technology Customer Service Gamification Contact Center 122

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! No doubt it will need updating in 2021 when the fallout from the current pandemic becomes clearer. Is this your case?

Technology 121

Technology Big data Analytics Personalization 121

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Product Innovation. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

Call Design

FEBRUARY 19, 2025

As we look toward 2025, new automation technologies promise to redefine how contact centres operate, ensuring seamless experiences for both customers and agents. Managing Real-Time Schedule Changes The 2021 ICMI State of Workforce Management report highlights that managing real-time schedule changes is a top challenge for workforce planners.

Analytics 78

Analytics Coaching Technology Management 78

C Space

OCTOBER 5, 2021

C Space appoints CTO, accelerates impact of insights through technology. C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. Technology has always been a critical enabler of our work and never more so than now. About C Space.

Technology 98

Technology Engineering Consulting Consulting 98

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Why is 2021 the year for omnichannel customer engagement? All for free, forever! Sign Up Free. Comm100 Free.

Education 105

Education Chatbots Benchmark Personalization 105

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction 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. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021. Background : .

Consulting 59

Consulting Consulting Analytics Marketing 59

Hodusoft

JUNE 17, 2021

The data sources include approved user reviews, public data sources, and data from technology vendors. . Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording. The post HoduCC Gartner Digital Markets May 2021 appeared first on HoduSoft.

Marketing 98

Marketing Contact Center Telecommunications voip 98

JustCall

NOVEMBER 24, 2022

SaaS Labs has been selected as a Technology Fast 500 winner for 2022 by Deloitte, debuting at #28 on the list of Bay Area’s top 101 and #151 on the National ranking. In 2021, SaaS Labs raised $17 million in a Series A round followed up by $42 million in Series B in 2022. ” The #SuperAgent Ecosystem.

SaaS 98

SaaS Technology Telecommunications Coaching 98

ShepHyken

AUGUST 16, 2022

It is a technology that understands the language of your business and automates workflows and processes in a trustworthy manner that complies with regulations. Then, recognize that the person using the AI technology and the person impacted by it may not be the same person. Shep Hyken is a customer service and experience expert,?

Government 168

Government Healthcare Customer Care Analytics 168

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Published on: December 03, 2020.

Analytics 72

Analytics Marketing Technology Management 72

Beyond Philosophy

MAY 1, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. A massive gap exists. Please tell us how we are doing! Complete this short survey.

Consulting 150

Consulting Consulting Analytics Enterprise 150

Tethr

DECEMBER 8, 2021

AUSTIN, TEXAS (PRWEB) DECEMBER 07, 2021. Tethr has been at the forefront of innovation in the conversation analytics market over the past five years. The conversation analytics market is changing and maturing. The conversation analytics market is changing and maturing. They need specific, actionable insights. About Tethr.

Analytics 88

Analytics Enterprise Sales Customer Care 88

Upstream Works

JANUARY 26, 2021

Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Across the board, contact centers need to level-up technological capabilities, including richer reporting, enhanced security and omnichannel functionality to engage with customers in real-time.

Contact Center 78

Contact Center Self service Technology Surveys 78

NobelBiz

DECEMBER 10, 2024

billion in 2021 to $422.37 AI-powered voicebots are advanced conversational agents that use technologies like Natural Language Processing (NLP) , machine learning , and artificial intelligence to replicate human-like interactions. The global AI market is projected to grow from $59.67 What Are AI-Powered Voicebots?

Outbound sales 52

Outbound sales Analytics CRM Scripts 52

TechSee

MAY 4, 2021

businesses extended their remote working scheme to 2021. 62% plan to continue expanding their remote work capabilities well into 2021. In fact, Global Workplace Analytics estimates that 25-30% of the workforce will be working from home multiple days a week by the end of 2021. WFH employees in the U.S

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Comm100

JANUARY 29, 2021

We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision. Best Chatbots in 2021: Chatbot providers that stand out from the crowd. With a wealth of AI chatbot technology in customer service, it can be hard to choose the best chatbot for your business.

Chatbots 59

Chatbots Technology CRM industry standards 59

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Fonolo

DECEMBER 15, 2020

Contact Center Trends 2021. Most contact centers realized that they could have avoided unnecessary stress if they’d been proactive about upgrading technology and building more resilient systems. Better Integrated Technology. Technology is what has made our society resilient enough to survive this pandemic. Adaptability.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Noble Systems

JANUARY 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021. This was especially evident with contact centers that did not have the right technologies in place or were otherwise ill-equipped to quickly pivot to an at-home service model and address extremely high call volumes when the pandemic began. Interested in learning more?

Contact Center 68

Contact Center Surveys Analytics Feedback 68

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Contact Center Pipeline

DECEMBER 31, 2021

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power of IVAs, and utilizing all the data the contact center holds. Our readers are also finding out just how to arm their supervisors with the tools necessary to adapt and pivot […].

Contact Center 36

Contact Center Enterprise Analytics Technology 36