Balto

MARCH 17, 2025

Decision support systems suggest optimal next steps for agents during live calls. Agent coaching becomes more targeted as prescriptive systems identify skills gaps and learning opportunities. Rather than generic training, agents receive personalized guidance based on their actual performance patterns.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Calabrio

MARCH 31, 2025

Calabrios State of the Contact Center 2025 report found, 98% of contact center leaders say theyre already using AI in some capacity. In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Calabrio

MARCH 11, 2025

To meet expectations and really drive customer experience excellence at scale in 2025, contact centers need a clear-cut strategy to enhance their quality assurance processes. Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Interaction Metrics

MARCH 20, 2025

In this guide, well walk you through our favorite customer experience platforms that deliver on these promises in 2025 so you can boost loyalty, and build trust. Without further ado, here are our top picks for Customer Experience Management Software in 2025. What Is CX Software? Lets discuss which CX platform is best for your company.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

Balto

JANUARY 30, 2025

In 2025, finding the right software is mission-critical for staying competitive. Best Call Center Software Solutions: List for 2025 To bring you the best contact center software solutions providers for 2025, we tested top tools based on key factors like features, price, user-friendliness, integrations, support, and scalability.

call center software 52

call center software Call Center Multichannel Coaching 52

Comm100

DECEMBER 16, 2024

Heres a quick breakdown of how key AI-driven features are revolutionizing customer support processes: Feature How It Works Impact on Customer Service AI chatbots AI-powered virtual agents go beyond basic chat interfaces. Heres our full guide on how you can take your customer service automation strategy to the next level in 2025: 1.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52