Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023.

Call Center 147

Call Center Management Benchmark Contact Center 147

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. Here are six trends we see, including strategic and practical ways to prepare and improve your company’s customer experience center for 2023 and beyond: 1.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

Calabrio

FEBRUARY 25, 2025

Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. And theres no doubt that the platform offers a wide array of solutions for contact center teams.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

MiaRec

FEBRUARY 27, 2023

Are you trying to get an idea of the general cost of contact center software solutions in the market? Are you frustrated that you cannot find reliable pricing information anywhere?

Analytics 98

Analytics Contact center software Contact Center Marketing 98

Calabrio

FEBRUARY 7, 2025

Workforce Management The Top 5 Aspect Workforce Alternatives & Competitors Share Delivering exceptional customer experiences is more critical than ever in today’s competitive business landscape. This cloud-native approach also simplifies administration and ongoing development.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

MiaRec

JULY 1, 2024

Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? According to a 2023 Deloitte study , 83% of BPOs are looking to cut costs and 82% are trying to standardize processes to become more efficient. If so, you are not alone.

Business Process Outsourcing 105

Business Process Outsourcing outsourcing Contact Center Marketing 105

DMG Consulting

JANUARY 4, 2023

Getting a Great Start in 2023. Welcome to 2023. This is also the case for your contact center and other front and back-office service and sales organizations. We enter 2023 with an appreciation that contact centers are getting more positive attention than at any other time in their 50+ year history.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success. “We

Management 59

Management Coaching Contact Center Customer centricity 59

Calabrio

FEBRUARY 7, 2025

Workforce Management Top 5 Verint Workforce Management Competitors and Alternatives Share In todays competitive landscape, delivering exceptional customer experiences is paramount to success. In this environment, Verint is a well-known provider of customer engagement solutions. Why Look for Verint Alternatives?

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. It’s not a question of will a contact center invest in and use AI, but a question of when.

Contact Center 48

Contact Center Virtual Agent Self service Benchmark 48

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

DMG Consulting

JUNE 8, 2021

Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Interaction Analytics Product and Market Report.

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Contact Center Enterprise Analytics 62

SharpenCX

OCTOBER 4, 2023

Contact center agents are the ones who answer the call—literally and figuratively—when things hit the fan, from being stranded on the side of the road to being locked out of an account. As virtual reality and other technologies continue to permeate society, they will undoubtedly continue to influence contact centers.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

DMG Consulting

JUNE 9, 2023

CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years.

Marketing 48

Marketing Contact Center Virtual Agent Self service 48

MiaRec

JANUARY 15, 2024

Building on the incredible strides we've made in the field of AI throughout 2023, the MiaRec team is committed to harnessing its full potential in the year ahead. In 2024, we're set to introduce a range of exciting updates that will revolutionize the way contact centers operate.

Coaching 52

Coaching Scripts Feedback Contact Center 52

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7

Contact Center 48

Contact Center CRM Enterprise Self service 48

JustCall

APRIL 5, 2023

Talkdesk often comes up as a worthy VoIP alternative, all thanks to its robust artificial intelligence (AI)-powered contact center tools. Top 9 Alternatives For Talkdesk In 2023 JustCall Five9 Avaya 8×8 Genesys Mitel Zendesk Twilio Vonage 1. Let’s jump right in.

voip 52

voip Interactive Voice Response APIs Contact Center 52

DMG Consulting

NOVEMBER 25, 2024

The CCaaS Market Sees Growing Pains and Changing Dynamics View this article on the publisher’s website The contact center-as-a-solution (CCaaS) market is thriving while simultaneously undergoing an identity crisis. Large contact centers with 20,000 to 100,000 seats are in the early days of migrating to the cloud.

Marketing 48

Marketing Self service Contact Center APIs 48