Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

SharpenCX

AUGUST 21, 2023

Your plan of attack may look like this: “Send two employee engagement surveys and four quarterly check-in surveys by the end of the year.” Replace IVR system with omnichannel workflow and reduce hold times by 1:00 by 2025.” But there’s no magic bullet to achieve it.

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

NobelBiz

FEBRUARY 21, 2023

Let’s assume that 1000 clients responded to your customer satisfaction survey. For this, creating a survey via a form that may be offered at the end of the interaction is best. Proactive consumer engagement engagements will surpass reactive customer engagement interactions by 2025. x 100, or 85%.

Call Center 52

Call Center Surveys Telecommunications Feedback 52

3CLogic

OCTOBER 19, 2021

million Americans will be working remotely by 2025, an 87% increase from before the pandemic. Additionally, a survey conducted by the International Customer Management Institute (ICMI) shows that contact centers are plagued by the inability to retain employees. An Upwork study reports that 36.2

contact center solutions 52

contact center solutions Contact Center Self service Healthcare 52

NobelBiz

SEPTEMBER 29, 2020

But there’s an even bigger hurdle: contact center AI. Recently, Google has been making incursions into the contact center space. What at first were steps have now turned into strides, and the Google Cloud Contact Center AI is here to stay, plus they’ve partnered with some of the biggest names in the industry.

Contact Center 52

Contact Center virtual call center Chatbots Cloud contact 52

Serenova

FEBRUARY 3, 2020

Cloud and contact center-as-a-service (CCaaS) will grow at nearly 15% year-over-year through 2025, according to MarketWatch. Credit that to the CCaaS benefits for any size contact center, including unified experience, seamless omnichannel interactions, improved data analytics and cost efficiencies. Recruiting Challenges.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

SharpenCX

MAY 11, 2021

And only 7% of contact center leaders anticipate going back to a traditional contact center model through 2025. Work with IT to send an annual (or semi-annual) technology survey to your team asking about the state and condition of their tech. Forrester research shows that remote work is here to stay.

Call Center 67

Call Center Consulting Consulting Contact Center 67