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

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

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. Omnichannel offerings continue to rise The current gold standard of contact center customer service is omnichannel communication.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

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

ShepHyken

APRIL 5, 2021

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 experience in 2025: here’s where we’re heading by Chris McGugan. Oracle Service’s SVP and GM, Chris McGugan predicts customer experience for the years to come.

Customer Service 325

Customer Service Contact Center Self service Customer Experience 325

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. The new focus will be on leveraging AI and automation to enable self-service for customers.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

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

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

Calabrio

APRIL 24, 2025

However, ask most contact center leaders and theyll tell likely you that the industry isnt changing just because AI is transforming the way contact centers work and interact with customersits evolving because it has to. How exactly are contact centers using AI, though? In short, its unsustainable.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

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

Zappix

JANUARY 21, 2025

Burlington, MA January 21, 2025 ( EIN Presswire ) Zappix , a leader in AI-Powered Digital Engagement Platforms, announced a significant 250% increase in Digital Self-Service usage among its retail clients during the holiday season. Improved Efficiency: Streamlined operations during peak periods of high call volume.

Self service 52

Self service Average Handle Time Interactive Voice Response Contact Center 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

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

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

Zappix

FEBRUARY 18, 2025

BURLINGTON, MA – 02/18/2025 ( EIN Presswire ) Zappix, a leading AI-Powered Digital Engagement Platform provider, is proud to announce the successful launch of its cutting-edge Visual IVR solution with a prominent insurance provider in Mexico. About Zappix Zappix provides an AI-Powered Digital Engagement Platform.

Self service 52

Self service Interactive Voice Response Wait times Contact Center 52

CSM Magazine

JANUARY 17, 2025

New report reveals one-third of service queries are solvable without a professionals help while AI empowers 21% greater accuracy, says new report. Aquant analyzed nearly 160 service organizations, totaling over 600,000 technician service records and $9.5 billion in service costs.

Benchmark 52

Benchmark Self service Metrics Contact Center 52

DMG Consulting

MARCH 5, 2025

The study shows a clear pattern of AI-enabled transformation that was set in motion in 2024 and is going strong in 2025. Following are insights into the business objectives contact center leaders plan to address during the year. Enhancing self-service systems came in second place, chosen by 53.0%

Contact Center 62

Contact Center Self service Surveys Consulting 62

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

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Employee engagement 59

Employee engagement Enterprise Contact Center Self service 59

Calabrio

APRIL 23, 2025

By converting raw, unorganized customer interactions into structured, searchable data, Conversation Intelligence empowers deeper analysis and faster action to help contact centers listen more intelligently, act more purposefully, and improve more rapidly. Only 36% of contact centers have true omnichannel capabilities.

Contact Center 52

Contact Center Coaching Engineering Analytics 52

Fonolo

MAY 30, 2023

That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Best practices 52

Best practices Contact Center Chatbots Call Center 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. of survey respondents. Workforce management (WFM) came in second place, identified by 40.8%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

Balto

MARCH 17, 2025

Smart contact centers use post-call surveys and speech analytics to identify recurring pain points. Even with advanced automation, the most successful contact centers maintain human oversight for complex interactions where empathy and judgment matter most. Analytics alone wont transform your contact center.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

SharpenCX

NOVEMBER 23, 2021

U nlock the potential of your call center and invest in your customer experience. The Secret to Unlocking Service Excellence Is Data : From this Contact Center Pipeline post, learn how to use the data in your call center to deliver a personalized customer experience and become an example of quality service.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Balto

JANUARY 17, 2025

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. That said, managing a workforce in an omnichannel contact center is no small task. What Is Call Center Workforce Management?

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Outsource Consultants

JANUARY 9, 2025

Contact center operations are the backbone of customer service for many businesses. At Outsource Consultants, we’ve seen firsthand how the right strategies can transform contact centers into efficient, customer-centric powerhouses.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? But what kind of changes are we talking about? million a year in lost productivity).

Contact Center 63

Contact Center Self service Banking Analytics 63

NobelBiz

OCTOBER 15, 2024

Approaching 2025, customer engagement is under rapid evolution – in fact, it’s changing more now than it ever has. Call centers and customer support teams committed to competitiveness must adopt forward-thinking strategies aimed at providing hyper-personalized, seamless, and proactive customer experiences.

Call Center 52

Call Center Virtual Agent Chatbots Analytics 52

DMG Consulting

SEPTEMBER 6, 2024

Conversational AI solutions are more than just enhanced self-service; they include capabilities that elevate the customer and employee experience (CX/EX), increase productivity, and deliver the intelligence to support a continuous improvement process.

Consulting 48

Consulting Consulting Enterprise Self service 48

TechSee

NOVEMBER 27, 2018

AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming years. This has proven to be especially beneficial in the areas of field service, contact centers and self-service. . Field service.

Customer Service 84

Customer Service First call resolution Self service Contact Center 84

TechSee

MAY 24, 2021

billion by 2025. While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate during the forecast period. . Turn a profit from upsells.

Upselling 124

Upselling Self service Wireless Contact Center 124

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. These solutions make this information available to their human managers, who decide whether to add the recommendations to the self-service application.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

3CLogic

JULY 23, 2024

With today's technological advancements, healthcare organizations can strategically invest in modern contact center capabilities to automate interactions and deliver personalized care at scale. Gartner explains organizations should “align technology investments to specific goals and objectives in the enterprise strategy.”

Healthcare 105

Healthcare Call Center Self service Contact Center 105