DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI?

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

CCNG

JULY 10, 2024

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Contact centers have stepped up with self-service options, but they don’t always hit the mark. Introducing Generative AI (GenAI), the innovative force reshaping self-service in today’s contact centers.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 178

Customer Service Contact Center Customer centricity Banking 178

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? How can AI be used to personalize and contextualize customer experiences in contact centers?

Brand ambassadors 388

Brand ambassadors Contact Center Healthcare Self service 388

ShepHyken

APRIL 22, 2024

4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance.

Customer Service 213

Customer Service B2B B2C Advertising 213

VirtualPBX

JUNE 19, 2024

Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. We take that to heart, getting our VirtualPBX Contact Center customers up in just days.

Contact Center 105

Contact Center Technology CRM industry standards 105

VirtualPBX

JANUARY 8, 2025

2024 was an especially momentous year at VirtualPBX. We loved serving you in 2024 and are eager to help you build even better business connections in 2025. We kicked off 2024 with the launch of our new product, AirDial POTS Replacement in January and have seen impressive results. To them we extend our most sincere gratitude.

Real estate 64

Real estate Contact Center Technical Support Feedback 64

CCNG

JANUARY 15, 2025

As we enter the final month of 2024, its time to face a tough truth: the playbook that got us here wont get us where were going. For decades, organizations have clung to the comfort of best practices, those tried-and-true methods that promise safe results. But lets be real.

Best practices 195

Best practices Engineering Technology Personalization 195

Hodusoft

NOVEMBER 14, 2024

HoduCC's Predictive Dialer Carves a Place on Software Advice's FrontRunner 2024 List Legendary Greek philosopher Aristotle rightly said, “We are what we repeatedly do. HoduCC is an omnichannel contact center software that provides end-to-end communication solutions for businesses of all sizes. With an overall rating of 4.6

Interactive Voice Response 52

Interactive Voice Response Contact center software Abandon rate Average Handle Time 52

Interactions

OCTOBER 23, 2024

NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper from July 2024 looked at 20 common use cases. There’s much common ground—especially around use cases in the contact center.

Contact Center 62

Contact Center Surveys Self service Analytics 62

DMG Consulting

JANUARY 29, 2025

DMG Consulting is a trusted advisor and vendor-agnostic partner for those who want to successfully navigate the dynamic contact center and back-office markets in an AI-driven digital age.

Consulting 59

Consulting Consulting Enterprise Management 59

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

Tethr

JANUARY 3, 2024

Six CX leaders share the contact center automation trends that will shape the agent and customer experience in 2024.

Contact Center 88

Contact Center Customer Experience 88

Enghouse Interactive

JULY 25, 2024

Discover the top contact center events and conferences in the USA for 2024. The events in the list are handpicked by Enghouse Interactive, a leading contact center solution provider, empowering businesses with cutting-edge technology for over 35 years.

Contact Center 84

Contact Center contact center solutions Technology 84

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Vistio

OCTOBER 17, 2024

We are excited to announce that Vistio has been named one of the top companies in the Best Supporting Learning Tech category in the prestigious 2024 Talented Learning LMS Awards. Vistio’s platform stood out for its exceptional capabilities in improving agent performance and streamlining operations within contact centers.

Gamification 52

Gamification First call resolution Contact Center Metrics 52

Enghouse Interactive

JULY 23, 2024

Discover the must-attend contact center conferences in Europe for 2024. Join industry leaders and pioneers to explore AI-driven customer engagement solutions and network with professionals at events like the CX Summit, CCW Europe, and more.

Contact Center 82

Contact Center 82

SQM Group

FEBRUARY 13, 2024

In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience.

Contact Center 107

Contact Center Technology Customer Experience 107

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Transparent BPO

FEBRUARY 26, 2024

Award continues recognition of Transparent BPO as one of the world’s best outsourcing services providers Transparent BPO, a leading nearshore, and offshore contact center solutions provider is pleased to announce the company’s selection for The 2024 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®).

outsourcing 118

outsourcing contact center solutions Contact Center Business Process Outsourcing 118

CCNG

SEPTEMBER 18, 2024

Poorly managed contact center quality controls can greatly impact your business, and the consequences are staggering. This article is the first in a series exploring the risks of substandard contact center QA practices. QA is not a luxury; it is a necessary investment for success.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

Cyara

JANUARY 4, 2024

Contact center technologies continue to evolve and enhance customer experience. As a result, contact center testing is growing in importance. In 2024, successful businesses will need to continue to keep their focus fixed on the customer journey.

Contact Center 76

Contact Center Technology Customer Experience Management 76

Callminer

JANUARY 19, 2025

2024 was a banner year for AI adoption across contact center and CX teams. Read CallMiner's top predictions that will help organizations empower frontline employees and supercharge CX in 2025.

Technology 182

Technology Customer Experience Contact Center 182

ShepHyken

SEPTEMBER 15, 2024

I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. My Comment: We lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

MAY 19, 2024

No matter if the contact center is staffed in Mumbai, India or McRae, Georgia, the operator should be graded on how well they make the customer call comfortable…not more rushed or more robotic. Here are three ways to “take out customer trash.”

Customer Service 213

Customer Service Government Banking Customer centricity 213

3CLogic

MARCH 27, 2025

According to NASCIOs 2024 State CIO Survey, IT consolidation and centralization are top priorities for 49 state CIOs, underscoring the importance of integrated, seamless digital service management.

Government 96

Government Self service contact center solutions Contact Center 96

SharpenCX

DECEMBER 5, 2023

Discover what 2024 has in store for your contact center with these predictions. The post Hello, 2024: 5 Contact Center Predictions appeared first on Sharpen. Out with the old year, in with the new.

Contact Center 67

Contact Center Contact center software Cloud contact Call Center 67

CSM Magazine

NOVEMBER 21, 2024

TTEC Digital Named Major Contender in Everest Group’s 2024 PEAK Matrix for Mid-market Digital Transformation Services. Earlier this year, TTEC was recognized as a Leader in Everest Group’s 2024 Customer Experience Management Services PEAK Matrix ® Assessment for the Americas. TTEC Holdings Inc.,

Enterprise 52

Enterprise Benchmark Customer centricity Analytics 52

Connect

JANUARY 22, 2024

Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. Connect with us: Connect UK , Connect South Africa , Connect India , Connect USA.

Cloud contact 92

Cloud contact Contact Center Marketing Customer Experience 92

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? At HoduSoft, we have helped many BPOs set up omnichannel contact centers to streamline their customer service operations and help them deliver exceptional customer experience. What comes to your mind when you hear the word “BPO”?

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

LiveVox

DECEMBER 20, 2023

On the one hand centering patient experience and delivering exceptional care is paramount, but the reality of integrating all of the tools necessary to be able to make those exceptional experiences a reality poses a not-so-small challenge.

Cloud contact 93

Cloud contact Healthcare Contact Center Customer Experience 93

Balto

DECEMBER 18, 2024

If 2024 was the year of exploration, 2025 will be the year of real adoption. Voices Resurgence: AI Brings Personalization and Scale to Voice Channels For years, contact centers leaned into text-based communication because it was scalable and efficient. Marc Bernstein The lesson for contact centers? Harley Allaby 3.

Contact Center 52

Contact Center Coaching Interactive Voice Response Engineering 52

VirtualPBX

JANUARY 11, 2024

As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Looking ahead to the unfolding year, 2024 holds even more transformative plans, featuring innovative solutions like real-time contact center and POTS replacement.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105