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. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

ROI CX Solutions

JANUARY 8, 2025

Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year. Stay on top of trends in the call center industry with us!

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

Callminer

MAY 29, 2019

By utilizing recordings in this way, companies can categorize their calls and search for trends in customer behavior (e.g. Identifying customer trends and sales opportunities. Your call recordings can be used to identify customer trends or sales opportunities. Improving coaching and training.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Balto

DECEMBER 18, 2024

In our recent webinar, “ Top Contact Center Trends for 2025 ,” industry leaders Tom Wicker (COO at Health Plan One), Harley Allaby (Director of Operations at Exact Medicare), Rob Westervelt (VP of Customer Success at Balto), and Marc Bernstein (CEO & Founder at Balto) unpacked how AI is shaping the contact center landscape.

Contact Center 52

Contact Center Coaching Interactive Voice Response Engineering 52

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

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. These leaders insights shed light on the biggest contact center and customer experience trends, developments which are rapidly reshaping the industry as we know it.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

SharpenCX

OCTOBER 13, 2021

And, it increases the value you can deliver to customers, so it’s important to stay up-to-date with the latest trends to get ahead of the game. I’ve gathered a few trends we’re seeing in cloud technology and digital transformation. Trend One: Stay Agile with Remote Workforce Management. Working from home can feel isolating.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

Integrity Solutions

JUNE 14, 2021

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. Whether in sports, in sales or in life, a great coach helps people reach their full potential. Sales Coaching Myths Debunked. Fact: Coaching benefits all performers.

Coaching 104

Coaching Sales Construction Management 104

ShepHyken

JULY 12, 2021

The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Create a good coaching and training program. Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. This article suggests three “projects” to consider.

Customer Service 330

Customer Service Entertainment Coaching Self service 330

Balto

MARCH 3, 2025

Smart Sentiment Analysis Features: Tone detection Emotion recognition Context understanding Cultural nuances Real-time transcription services convert conversations into searchable text, enabling instant quality monitoring and coaching opportunities. The key lies in using AI to complement human agents rather than replace them.

Call Center 52

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

CCNG

JUNE 8, 2022

If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. Digital performance review and coaching tools ? ? That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CX Accelerator

JUNE 8, 2020

He goes on to highlight two key benefits of this practice: Identify current customer trends as they are happening. There are some added benefits to these meetings: Gain insight about industry trends. Engage team members, showing them the critical role they play in helping to improve the customer experience.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Tethr

FEBRUARY 8, 2021

These four cutting-edge call center QA trends are set to revolutionize the way we think of QA in the coming months… and generate unprecedented returns for the leaders that hop on board. When you listen to 100% of calls, you are better able to hold reps accountable, coach effectively, and ultimately drive better results.

Call Center 116

Call Center Coaching Surveys Accountability 116

SharpenCX

DECEMBER 2, 2020

As call center trends shift and move, it’s important to keep pulse on how “ good” customer service is changing, plus what you need to do to keep up. . A few weeks back, we outlined the future of customer service and talked through three major trends impacting your call center in 2021 and beyond. . In fact, it’s growing.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

ShepHyken

DECEMBER 16, 2019

Twenty Mobile Trends For 2020 by Thomas Husson. My Comment: “Mobile” is a big trend for 2020. If not, and even if you are, you’ll enjoy and learn from this list of the top mobile trends we need to be paying attention to. My favorite of these three points is number three on “micro-coaching.”

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

Balto

MARCH 28, 2025

Coaching, QA, and compliance reimagined When we talk about the back office, were talking about the tasks that are essential but time-consuming. The prep work for coaching, the call scoring, the compliance work. When you automate the back-office grunt work, you: Free supervisors to actually coach. No more random sampling.

Coaching 52

Coaching Contact Center Feedback Sales 52

CX Global Media

JULY 3, 2018

Here is an edited transcript of our interview: Jim Rembach : Hey this Jim with Call Center Coach and I’m here with one of our board members Nate Brown of United Laboratories. Nate Brown : The trends aren’t changing. I mean that that is still going to continue to be a trend. It’s going to be 2019 before you know it.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

Contact Center Pipeline

OCTOBER 1, 2019

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on strict adherence to procedures. Everything was black and white: Did I use the customer’s name three times? Did I verify their password? Did I remember to use the proper call identification […].

Employee engagement 32

Employee engagement Coaching outsourcing Contact Center 32

ShepHyken

APRIL 27, 2020

.” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Try these 15 tips from the members of Forbes Coaches Council. The Forbes Coaches Council compiled a list of 15 strategies to consider as you and your organization strive to create a “Five Star Experience.”

Customer Service 169

Customer Service Government Coaching Customer Experience 169

Totango

NOVEMBER 27, 2023

Analyzing extensive datasets to forecast trends. CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 98

B2B CRM Enterprise Upselling 98

ShepHyken

DECEMBER 23, 2019

Tis the season for predictions and trends. CrazyCall) Get insights, trends, tips, predictions, and advice from industry experts. Get your customer service ready for the next year with the Customer Service Trends 2020 eBook. Here are 99 pages of customer service trends. My Comment: Another list. Good info here.

Customer Service 192

Customer Service Coaching Customer Experience Marketing 192

Fonolo

NOVEMBER 3, 2020

Keynote Speaker and Official Forbes Coach. ” This deeper emotional trend drove the changing perception of contact centers. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. The puzzle’s final piece is an omnipresent trend in the contact center world: agent attrition.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

Vistio

OCTOBER 15, 2024

Analyzing Attrition with Advanced Analytics Advanced analytics can significantly enhance the understanding of why agents leave by identifying key trends and patterns within the workforce. For example, by analyzing training data, companies can discover how an agent’s initial experience in the organization may influence their longevity.

Analytics 52

Analytics Coaching Morale Metrics 52

Fonolo

OCTOBER 13, 2020

We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. The last few years have seen several reassuring trends in the contact space industry. But the contact center executives we spoke to this year indicated three worrying trends: 1.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

CSM Magazine

FEBRUARY 17, 2022

Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. In light of this, there are three important trends that will be indispensable to customer service. Trend 1: Organisations will prioritise new platforms to support flexible working. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

Spearline

JULY 13, 2021

Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry. We thought we’d look at these current trends in the contact center industry and predict where things may are heading.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

CCNG

NOVEMBER 16, 2022

Anticipate Needs – Organizations that consistently stand out as leaders in driving a differentiated experience, leverage the data, trends, and insights from all of their customer touch points to proactively anticipate and address current and future, unspoken needs. Customers are time-starved, so surveys may soon be a thing of the past.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

BlueOcean

MARCH 11, 2025

This comprehensive analysis goes beyond traditional quality monitoring and provides deeper insights into customer sentiment, behavior patterns, and emerging trends. By systematically analyzing every interaction, the system identifies behavioral patterns and emerging trends, signaling potential issues before they become problems.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Fonolo

JANUARY 21, 2021

Offer coaching sessions. Consider offering coaching sessions for your agents, whether they’re new or a seasoned professional, so they can keep their skills sharp and stay up to date with new processes and trends. Think training is a one-time requirement for your agents? Create leadership opportunities.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

Calabrio

FEBRUARY 14, 2025

Focus on smart training & coaching A well-trained workforce is key to delivering high-quality service, but effective training doesnt have to be costly. By strategically identifying the right moments to coach agentswithout compromising staffing levelsyou can maintain customer support efficiency.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. While it’s known that we need to reverse the trend and help leaders get better at change, it’s not happening fast. It’s that while you are implementing system and organizational changes you must train and coach your people. Definitely not fast enough for customers.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

ShepHyken

MARCH 11, 2022

If you pay attention to the trends, you will realize that it’s time to reinvent the employee experience. It’s customer service 101, and it applies to your team members too. . Anticipate their needs. Understand that the times are changing, and the needs and expectations of employees are changing too.

Coaching 246

Coaching Personalization Marketing Customer Service 246

TeleDirect

FEBRUARY 3, 2025

Provide regular feedback and coaching to improve skills. Keep agents informed about new industry trends and best practices. A: Through continuous training, real-time coaching, and feedback mechanisms to keep agents motivated and skilled. Offer role-playing exercises to prepare for different scenarios.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Why it matters: CSAT directly reflects customer perception of service quality, providing valuable insights for agent coaching and process improvements.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

NobelBiz

FEBRUARY 25, 2025

Challenges & Future Trends: AI adoption faces costs and resistance, but promises hyper-personalization and smarter support. AI-driven solutions now allow call centers toanalyze 100% of interactions, detect performance trends in real-time, and automate key processesthat improve both agent productivity and customer satisfaction.

Quality management 52

Quality management Call Center Management Coaching 52