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

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. What role do employee engagement and incentives play in your success? This blog post has consistently ranked as one of our most popular year after year.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

CSM Magazine

OCTOBER 22, 2024

But what’s actually cooking in the world of advisor engagement? of contact centres are basking in the glow of “excellent” employee engagement. It’s a roadmap for contact centre leaders who are serious about driving improvements during the rest of 2024 and the upcoming 2025 (and beyond).

Employee engagement 52

Employee engagement Chatbots Technology Surveys 52

Playvox

DECEMBER 16, 2021

Are your employees excited to come to work each and every morning? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

Calabrio

MARCH 22, 2025

Why Its So Critical to Get Contact Center Management Right in 2025 In 2025, the contact center is no longer just a cost center; it’s an essential strategic asset in the pursuit of better customer experiences. Effective management is crucial for transforming it into a hub of customer intelligence and value creation.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025.

Management 52

Management Analytics Morale Customer centricity 52

Playvox

FEBRUARY 23, 2022

Are your employees excited to come to work each and every day? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale.

Gamification 73

Gamification Contact Center Employee engagement Morale 73

JustCall

JUNE 11, 2024

Meta is finally drawing the curtain on Workplace, the Facebook-based office communication platform, effective September 1, 2025. JustCall Workspace is more than your average employee engagement platform. For those wondering what to use next, say hello to JustCall Workspace, a team collaboration hub.

SaaS 59

SaaS Coaching Employee engagement Personalization 59

Comm100

NOVEMBER 23, 2022

Proactive customer engagement takes off. “By By 2025, proactive (outbound) customer engagement interactions will outnumber reactive (inbound) customer engagement interactions.” – Gartner, Inc. . For customer service queries needing a detailed response, this means more agent attention where it’s needed most.

Customer Service 98

Customer Service Chatbots CRM Personalization 98

SharpenCX

AUGUST 21, 2023

Not only is employee experience a worthy goal because it rewards the people who make, market, and service your product/solution, it can also lead to 23% higher profitability. 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.”

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

Outsource Consultants

JANUARY 9, 2025

Positive Work Environment and Employee Engagement A positive work environment reduces the high turnover rates common in contact centers. Gartner predicts that by 2025, 85% of customer service interactions will start with self-service. Call recording and analytics tools provide specific, actionable feedback.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

SharpenCX

NOVEMBER 12, 2019

We’re diving in on this one in more detail later, but for now, think about measuring AX in terms of employee engagement and empowerment. Add qualitative measurements, like employee surveys, to your mix of measurements. Employee Engagement. They’re incredibly important, but complicated. Agent Retention Rate.

Metrics 64

Metrics Best practices Call Center Surveys 64

Integrity Solutions

NOVEMBER 19, 2018

According to an Ernst & Young study , millennials will comprise 75% of the global workforce by 2025. Now totaling roughly two billion people, the millennial generation plays a dominant role in how organizations operate today and what they will need to do to remain successful going forward. The question is, will they want to work for you?

Coaching 75

Coaching Sales Feedback Surveys 75

Fonolo

MARCH 22, 2022

70% of business transformation efforts fail due to a lack of employee engagement. By 2025, the global gamification sales revenue is estimated to reach $32 billion. By 2016, gamification will be an essential element for brands to drive customer marketing and loyalty. Benefits of Gamification in the Contact Center.

Gamification 75

Gamification Call Center Contact Center Feedback 75

DMG Consulting

FEBRUARY 8, 2024

anticipate using AI by the end of 2025; and 25.9% Improving employee engagement was ranked as the fourth-highest business priority for contact centers in 2024 (44.1%). We began with this question because it’s top of mind for most executives. The survey found that 28% of contact centers are already using AI; 37.1%

Contact Center 48

Contact Center Technology Self service Surveys 48

SharpenCX

JUNE 23, 2020

Millennials account for more than half of all employees in the U.S., and they will comprise 75% of the global workforce by 2025. Read Now: Build a Coaching Culture for Greater Employee Engagement and Agent Experience. Your employees have a wealth of knowledge. But there’s another trend at play.

Management 76

Management Call Center Coaching Contact Center 76

DMG Consulting

JUNE 1, 2022

At the same time, employees are benefitting from VAs, which deliver real-time guidance to contact center agents and internal self-service functionality to employees across organizations. Furthermore, we expect this IT segment to experience a 50% growth in customers in the following two years, 2025 and 2026.

Self service 48

Self service Consulting Consulting Enterprise 48

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Employee Engagement: Employees are aligned with the goals of the organization. Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CSM Magazine

MARCH 29, 2022

It’s also about the long run because a productive workforce leads to additional benefits such as increased employee engagement, enhanced well-being, and a more positive workplace environment. In this article, we will talk about 7 ways to improve employee productivity. 7 Ways to Improve Employee Productivity.

Morale 52

Morale Entertainment Employee engagement Accountability 52

3CLogic

APRIL 29, 2024

Many contact center vendors want you to leverage their platform for employee engagements (such as voice, chat, email, SMS, etc.), Gartner predicts that 80% of customer service and support organizations will leverage Generative AI (GenAI) by 2025, replacing 20-30% of live agents.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

CSM Magazine

APRIL 4, 2022

Something the Employee Benefit News agrees with, citing 33% of a worker’s annual salary. As the United States goes through what is being called the Great Resignation ( The Achievers Employee Engagement and Retention Report claims over 52% of workers sought new jobs in 2021 alone), employee turnover is well worth reducing.

Construction 52

Construction Employee engagement Analytics Management 52

JustCall

NOVEMBER 24, 2022

Here we will talk about forming and planning the appropriate sales procedure to improve employee engagement and drive retention. Here is a comprehensive guide that can help employees to nurture new leads and close deals. 75 % of B2B sales organizations will add artificial intelligence (AI) -based sales solutions by 2025.

Sales 52

Sales B2B Surveys B2C 52

JustCall

NOVEMBER 16, 2022

It is expected that by 2025, eLearning will reach $ 325 billion. Not all employees are under one roof; thus, eLearning For Call Center Agents promotes educating employees who are working from home and inculcates learning by doing. Let us consider some facts here: The eLearning market isn’t new but is now over 21 years old.

Call Center 52

Call Center Consulting Consulting Education 52

Balto

JANUARY 14, 2025

Employee Engagement Analytics isnt just for customers; it benefits employee satisfaction too: Clear Feedback Loops : Metrics like average handle time (AHT) provide agents with clear performance benchmarks. Learn more about our solutions and check out our free AI planning guide for 2025.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

SmartKarrot

FEBRUARY 16, 2022

Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. By 2025, Artificial Intelligence (AI) is expected to drive 95% of CX. An organization can increase its revenue by 10-15% by improving its CX. 74% of customers are likely to buy a product based just on a favorable CX.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

SharpenCX

JUNE 9, 2021

And, about 36 million Americans will be fully remote by 2025. But many will continue to offer a hybrid model to employees, with flexibility to allow remote work as desired. And all of these qualities are directly connected to employee engagement. . This is an increase of 16.8 million people compared to pre-pandemic rates.

Management 67

Management Contact Center Employee engagement Engineering 67

Joe Rawlinson

NOVEMBER 26, 2024

Employee recognition is an essential component of fostering a productive and motivated workforce. As highlighted by Forbes , recognition is pivotal to employee engagement, with its significance expected to grow in 2025. Additionally, data security is a critical consideration.

Morale 78

Morale Employee engagement industry standards Analytics 78