Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

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

Contact Center Pipeline

NOVEMBER 26, 2019

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.

Contact Center 253

Contact Center Technical Support Sales Call Center 253

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. To help you in doing so, we’ve highlighted the major concerns typically encountered by call centers below. Holding onto valuable talent at your call center can be a daunting task.

Call Center 287

Call Center Accountability Technology Customer Support 287

Contact Center Pipeline

FEBRUARY 12, 2020

He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors. I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages.

Contact Center 200

Contact Center Consulting Consulting Management 200

Balto

MARCH 3, 2025

Call center automation is transforming customer service operations across industries, shifting from traditional human-only models to a hybrid approach that blends technology with human expertise. Predictive analytics play a crucial role in anticipating customer needs and optimizing call center operations.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

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. As we head toward the end of the year, it’s important to think about what’s trending.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

Contact Center Pipeline

AUGUST 10, 2017

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.

Contact Center 204

Contact Center Employee engagement Call Center Customer Service 204

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Comprehensive Call Center Metrics Report.

Best practices 236

Best practices Call Center Average Handle Time virtual call center 236

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. And that’s the driving force behind most of this year’s trends. Contact Center Teams Had to be More Empathetic. The pandemic thrust contact centers on to the frontline. We had to listen to that.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Blueship Call Center

DECEMBER 19, 2024

This is where call center outsourcing vendors and call center service providers come into play to transform the situation. Call center outsourcing vendors are beneficial because they cater to various industries, which will help them deliver specific needs.

outsourcing 74

outsourcing Call Center Healthcare Education 74

Contact Center Pipeline

JULY 30, 2019

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.

Contact Center 240

Contact Center Customer Care Technology Call Center 240

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Self service Gamification Contact Center 196

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Contact Center Pipeline

JANUARY 19, 2021

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like.

Contact Center 227

Contact Center Customer Experience Chatbots Call Center 227

Contact Center Pipeline

JUNE 9, 2021

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Understandably, there were some early stumbles among companies that had no previous remote-work model in place and those that had not transitioned to cloud platforms.

Contact Center 279

Contact Center Technology Call Center 279

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. One of the most common uses of call recordings is for quality monitoring purposes. This presents a huge risk to the call center.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Contact Center Pipeline

JUNE 10, 2020

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). I thought there was only one, really. The timing of that column was totally serendipitous.

Contact Center 241

Contact Center At home agents Call Center Management 241

Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Contact Center Pipeline

SEPTEMBER 12, 2019

That certainly seems true enough in the contact center world where the pace of change has been accelerating exponentially—often with dizzying effects for the three key elements of the contact center operations framework: […].

Contact Center 250

Contact Center Customer Care Call Center Technology 250

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Use information only the caller and agent would know.

Call Center 345

Call Center Banking Contact Center Accountability 345

NobelBiz

NOVEMBER 19, 2024

Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations. The secret weapon? Automation.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts. Tips for Mitigating the Impact of Pandemics on Contact Centers , by Donna Fluss.

Contact Center 221

Contact Center CCNG Best practices Government 221

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. These technologies are paving the way for new possibilities for the future of call centers.

Call Center 124

Call Center Self service Gamification Contact Center 124

CCNG

AUGUST 5, 2021

I am an old school contact center person. I would love to say that "back in the day,” I had meetings with every other department in my contact center to discuss strategies, upcoming events, and issues that needed to be ironed out, but the fact is, I didn't. I would like to take a moment to explore why that is.

Contact Center 195

Contact Center Enterprise CCNG Call Center 195

CX Global Media

JULY 3, 2018

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. And leave a legacy that positively impacts the entire contact center community. How important his creativity?

Contact Center 185

Contact Center Coaching Call Center Analytics 185

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. Infrastructure: Accelerated digital transformation.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This form of answering is a simple and convenient way to collect data and look for trends.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shaista Haque is a marketing enthusiast at Ameyo call center software solutions. Shep Hyken. Consistent innovation is the greatest invention for all generations.”.

Government 234

Government Technology Benchmark call center software 234

Contact Center Pipeline

MARCH 23, 2021

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful.

Contact Center 189

Contact Center outsourcing Call Center 189

CCNG

JULY 3, 2024

As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing. By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Global Response

FEBRUARY 17, 2025

Read on to learn how to use VoC insights to forecast contact center demand. Predictive Analytics and Proactive Service: Analyzing VoC data historically allows businesses to forecast demand, predict trends, and ensure agents are prepared to handle customer inquiries during peak seasons, improving overall support efficiency.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This form of answering is a simple and convenient way to collect data and look for trends.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

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