ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. I have added my comments about each article and would like to hear what you think too.

Customer Service 177

Customer Service Contact Center Customer Experience Call Center 177

Avoxi

APRIL 1, 2025

10 Best CCaaS Providers for Enterprises and Contact Centers (2025) For enterprise contact centers, customer communication isn't just about speedit's about consistency, clarity, and global reliability.

Enterprise 62

Enterprise Contact Center 62

ShepHyken

DECEMBER 1, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. So, I’ve compiled over 30 customer experience statistics you should know for 2025.

Journey mapping 196

Journey mapping Customer Service Customer Experience Marketing 196

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! Heres to another year of innovation, excellence, and empowering contact centers everywhere!

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. This is where effective contact center training comes in.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. This article will delve into five significant challenges that contact centers will likely face in the coming year and provide practical solutions for hurdling these obstacles.

Contact Center 52

Contact Center CRM contact center solutions Outbound sales 52

ShepHyken

JUNE 28, 2019

Researchers predict that machines will perform more than half of current workplace tasks by 2025, up from 29 percent today. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. And yet, a net gain in human jobs is also expected.

Contact Center 293

Contact Center Self service Banking Airlines 293

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. What does the future of the contact center have in store? How successful have these efforts been?

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

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

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Balto

DECEMBER 18, 2024

If 2024 was the year of exploration, 2025 will be the year of real adoption. In 2025, theyll be a standard tool for handling tier-one customer needsaccurately, efficiently, and with better customer satisfaction. Marc Bernstein The lesson for contact centers? AI is evolving at breakneck speed. Tom Wicker The bottom line?

Contact Center 52

Contact Center Coaching Interactive Voice Response Engineering 52

Global Response

JANUARY 8, 2025

minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. Contact center technology trends The work of contact centers and their agents is deeply impacted by the tools they use. Read Time: 4.5

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

Momentum Telecom

MARCH 26, 2025

The Momentum Team recently attended Enterprise Connect 2025 where we took part in impactful sessions while engaging with our partners like Luware. Read Microsofts official blog ] So, what happened at Enterprise Connect 2025? Read Microsofts official blog ] So, what happened at Enterprise Connect 2025?

Enterprise 71

Enterprise Contact Center contact center solutions Analytics 71

ROI CX Solutions

JANUARY 8, 2025

Cloud-based contact center software offerings continue to grow 2. Wide adoption of self-service contact center options 4. AI taking center stage in the CX world 5. One of the easiest and most effective ways to integrate cloud-based contact center software is through a Contact Center as a Service (CCaaS) model.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

Outsource Consultants

MARCH 14, 2025

In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. Driven by advancements in AI and regulatory changes, healthcare brands are optimizing their call centers and redefining what patient support looks like. FAQs: Healthcare Customer Support Trends in 2025 1.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

DMG Consulting

JANUARY 19, 2025

Welcome to 2025! January 2025 2025 is positioned to be an especially AMAZING year for customer experience (CX), contact centers and service organizations as artificial intelligence (AI)-enabled technologies begin to deliver on their promises.

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

Momentum Telecom

JANUARY 14, 2025

Big changes are coming to the telecom industry in 2025. So, lets unpack the biggest industry trends we predict will dominate the headlines in 2025. 2025 will go even further as AI takes on a bigger role in the customer experience. And 2025 should be a big year for the wireless technology. trillion in 2024.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

ShepHyken

APRIL 5, 2021

Customer experience in 2025: here’s where we’re heading by Chris McGugan. ClickZ) By 2025, it’s likely that nine dollars of every $10 will be spent on the digital experience versus phone/voice. Here are the trends we need to know and understand, especially if you plan to implement self-service solutions for your customers to use.

Customer Service 323

Customer Service Contact Center Self service Customer Experience 323

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

ShepHyken

DECEMBER 16, 2024

My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. My Comment: We close out this weeks Top Five with a focus on the role of a contact center. First: The Contact Center Is More than Just Agents.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

Balto

OCTOBER 14, 2024

If you’re running a contact center, here’s a message you need to hear loud and clear: 2025 is going to look very different, and the time to start adopting AI is now. The reality is that integrating AI into your contact center isn’t a “set it and forget it” strategy. Let’s break it down. It’s the future.

Contact Center 52

Contact Center CRM Accountability Customer Experience 52

CCNG

JANUARY 15, 2025

As we look ahead to 2025, my focus is on helping organizations make this leap. It means risking failure, challenging sacred cows, and embracing the unknown. In a world where change is the only constant, standing still is the riskiest move you can make. The future of CX wont be built on yesterdays tools.

Best practices 195

Best practices Engineering Technology Personalization 195

Interactions

OCTOBER 29, 2024

Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center. How Gen AI Will Enhance the Contact Center That’s a very brief explanation of a very complex technology – one that is evolving as we speak. So, yes, Gen AI is coming to the contact center.

Contact Center 62

Contact Center APIs Analytics SaaS 62

DMG Consulting

JANUARY 29, 2025

DMG Consultings 2025 2026 Knowledge Management for the AI-Enabled Enterprise Report examines the KM market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. To order your copy of the Report, visit dmgconsult.com.

Consulting 59

Consulting Consulting Enterprise Management 59

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. The speed of the shift has been remarkablebut its also far from over.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Hodusoft

JANUARY 28, 2025

HoduSoft Gears Up for IT EXPO 2025: The Premier Tech Gathering Get ready for IT EXPO 2025! HoduSoft is delighted to announce its presence at IT EXPO 2025, the ultimate tech gathering of the year. HoduPBX, being a cornerstone of seamless business communication will be the key highlight in HoduSofts participation in IT EXPO 2025.

Contact center software 52

Contact center software voip Contact Center contact center solutions 52

Balto

JANUARY 6, 2025

Call center QA can be pretty demanding, especially with rising customer expectations regarding service quality and speed. This guide aims to help you choose the right QA software for your contact center. Utilizing call center quality assurance software can power agents to be more efficient. So lets jump right in!

Call Center 52

Call Center Coaching Surveys Contact Center 52

Upstream Works

FEBRUARY 20, 2025

Explore how on-premise and cloud contact centers are innovating with AI and why on-premise innovation is still at the forefront for some industries. The post 2025 CX Trends: AI Innovation for On-Premise & Cloud Contact Centers appeared first on upstreamworks.com.

Cloud contact 88

Cloud contact Contact Center 88

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. In this guide, well take a look at different definitions of and approaches to contact center productivity.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Balto

OCTOBER 29, 2024

If you focus on the real goal (powering your people), you’ll set your contact center up to thrive in 2025 and beyond. For contact center leaders, this is a game-changer. The centers that embrace this shift now are going to leave competitors clinging to outdated speech analytics in the dust. The result?

Contact Center 52

Contact Center Analytics Enterprise CRM 52

Momentum Telecom

MARCH 4, 2025

Microsoft has officially confirmed that consumer Skype (the version many people use at home for personal calls and messaging) will shut down on May 5, 2025. Skype for Business Server 2019 and Server 2015 remain supported until October 14, 2025 (under extended support). Why not just keep using Skype for Business Server until 2025?

Enterprise 93

Enterprise Call flow Consulting Consulting 93

Enghouse Interactive

JANUARY 13, 2025

Discover the top CX tech trends for 2025 with Frost & Sullivan, including hyper-connected contact centers, AI automation, and VoC insights.

Contact Center 87

Contact Center Enterprise Customer Experience 87

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Some might even say that CX is more important. What is Customer Experience Analytics?

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? What is call quality monitoring?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Avoxi

FEBRUARY 19, 2025

Call Center Management: Best Practices and Key KPIs for 2025 Running a call center comes with the constant pressure of managing agent performance, meeting service levels, controlling costs, and delivering consistent customer satisfaction.

Best practices 62

Best practices Call Center Management Service level 62