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. The KPIs t hat m atter m ost a re s hifting The contact center success metrics are evolving beyond traditional efficiency KPIs. How successful have these efforts been?

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

TeamSupport

SEPTEMBER 8, 2020

In this blog series, based on the whitepaper co-produced by ServiceXRG and TeamSupport, we explore how to position the investment in Support as a strategic value aligned to current business practices and target outcomes. The Value of Customer Support. Characteristics of Leading Support Organizations.

B2B 64

B2B Customer Support Strategic Value Coaching 64

Playvox

MARCH 19, 2024

Top Use Cases for Contact Center AI Improving Workforce Management and Engagement AI tools allow employees to reduce repetitive, routine tasks and focus on more strategic, value-added work, boosting productivity and job satisfaction. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. Value; Prove quantitative and strategic value delivered. Predictive Analytics and Artificial Intelligence.

Customer centricity 52

Customer centricity Analytics Metrics Accountability 52

Expivia

FEBRUARY 18, 2024

It’s about recognizing the strategic value of AI in delivering a superior customer experience, one that goes beyond the limitations of traditional call volumes and efficiency metrics. With a strategic focus on technology and AI, Expivia has redefined what it means to be a BPO partner.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Businesses are getting deeper into predictive analytics, using artificial intelligence (AI) applications to help streamline call center experiences for customers and agents.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Etech GS

MARCH 4, 2020

In support of that, many experts mentioned that HR needs to increase its strategic value to the business. This includes HR’s ability to make accurate projections depending on understanding the business goals and using metrics that are more than just lagging indicators. Increasing Focus on Employees .

Strategic Value 52

Strategic Value outsourcing Education Analytics 52