Serenova

MARCH 10, 2020

Getting it right, in this always-on, digital world, means staying ahead of consumer trends and delivering on evolving expectations. At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer. High-Definition Video Is the Customer Experience Game-changer.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Enterprise Contact Center Analytics 62

DMG Consulting

FEBRUARY 5, 2020

The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

MARCH 5, 2024

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? In response to these trends and preferences, contact center leaders are retooling and streamlining quality management processes, leveraging AI along the way.

Quality management 78

Quality management Management Contact Center Coaching 78

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

NICE inContact

DECEMBER 4, 2018

What about new unified communications (UC), PBX and other contact center. How do I evaluate cloud vs. premises solutions? What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center?

Contact Center 49

Contact Center APIs contact center solutions CRM 49

DMG Consulting

MAY 25, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions. million in 2016 to$1,655.3

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 6, 2022

In other situations, contact center infrastructure vendors have committed to supporting their premises-based solutions for the life of the asset, while making it clear to clients that such solutions will not maintain functional parity with their cloud products. Acquisitions reflect market trends and opportunities.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Serenova

JUNE 20, 2019

The good news is they stay on top of trends and competition. Solution: Gamification, like what is offered as part of Serenova’s CxEngage Scoreboard , can address FOMO through improved agent engagement. Fear of Missing Out (FOMO) . Gen Z suffers from an intense fear of missing out. On anything. WEconomists . Challenge: FOMO.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes .

Self service 95

Self service Contact Center Chatbots Average Handle Time 95

Enghouse Interactive

OCTOBER 21, 2020

Get your copy: Forrester Customer Service Mega-Trends Report. In so doing, both the agent and customer benefit, and this can potentially lead to increased business and customer retention. Enable your Super-Agents with AI to Deliver Better CX. Communicate the value of delivering great employee and customer experiences to your agents.

Self service 98

Self service Contact Center Benchmark Chatbots 98

Enghouse Interactive

JULY 19, 2019

Drivers and Trends The ability to add digital channels, such as chat/SMS, is significantly easier with a cloud solution. 5 – Most important marketplace trends to keep in mind? Art Schoeller was adamant that Artificial Intelligence (AI) will not be a stand-alone capability over the mid-to-longer term.

Cloud contact 45

Cloud contact Contact Center Service level Best practices 45

NobelBiz

JUNE 4, 2024

It’s the first point of contact between a business and its customers, making it a critical component in shaping the customer experience. In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel? It’s a win-win.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

FEBRUARY 1, 2024

There are three types of sentiment: Positive sentiment Neutral sentiment Negative sentiment According to the Zendesk CX 2024 CX Trends Report , 70% of consumers spend more with companies they feel provide positive experiences. Use data on trends over time to identify and understand issues, then make changes to address them.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Playvox

AUGUST 25, 2021

In a recent Global Human Capital Trends survey, respondents ranked employee well-being in the top three priorities for work transformation. Customer experience technologies exist in an interconnected ecosystem, and customers want unified solutions that seamlessly exchange information and deliver incremental value beyond the sum of the parts.

Management 57

Management Agent burnout Contact Center Coaching 57

Playvox

SEPTEMBER 16, 2021

COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spreadsheets. Related Article: 4 Key Contact Center Trends for the Post-Pandemic World.

Management 52

Management Contact Center contact center solutions Contact center software 52

Playvox

JUNE 22, 2023

What trends, such as AI , will shape CX in the coming years? Is your call center prepared? Allow for additional customer sentiment comments in surveys and categorize them to spot trends for improvements. Average Age Of Query This call center metric measures the average length of time unresolved customer queries stay open.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. See Cisco Contact Center Chief Growth Officer Vinod Muthukrishnan’s WebexOne session “ What’s shaping your customer experiences ?”

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Enghouse Interactive

APRIL 13, 2021

Lastly, when considering the evolution of legacy infrastructure to support the integration of CCaaS, the next logical question is whether or not to extend the organization’s contact center capabilities by integrating it with a UC or UCaaS solution. Metrigy’s (5) recent study illustrates this trend to integrating UC with CC.

Contact Center 98

Contact Center Morale Technology Self service 98

Hodusoft

FEBRUARY 14, 2020

There is little to dislike about Avaya contact center software Users have uniformly expressed satisfaction about overall performance and ease of use but customer service does not get them brownie points. Genesys PureCloud is another of the top of the line contact center solutions that global call centers have adopted in large numbers.

call center software 52

call center software Call Center Contact center software voip 52

Enghouse Interactive

MAY 7, 2021

Leverage Microsoft Teams across your contact center to engage with subject matter experts (SME’s) or back-office staff to ensure customer issues are quickly resolved – no matter where they are. Accenture: Technology Trends 2021. Harvard Business Review: Digital Transformation is Not About Technology.

Customer centricity 98

Customer centricity Technology Contact Center Best practices 98

DMG Consulting

MAY 7, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions.

Consulting 48

Consulting Consulting Marketing Management 48

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Here’s how to do the right thing, right now.

Contact Center 83

Contact Center Analytics Self service Metrics 83

NICE inContact

NOVEMBER 8, 2019

No other contact center solution has it in one place, built in already so you aren’t looking at more customization or development. Easier than ever to get started to save development time and money. Building customer loyalty and advocacy are a must have in today’s competitive customer experience economy.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10