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experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Evaluate 100% of interactions with automated quality management tools.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 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 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

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

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 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. . It’s easy as the manager to get stuck on the details.

Management 67

Management Contact Center Employee engagement Engineering 67