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? Best practices: Anticipate future customer demands by focusing on the most critical metrics, using consumer data responsibility, and leveraging real-time and historical data.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. So, what makes for a healthy contact center?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

NOVEMBER 17, 2020

Here we've compiled benchmark data, valuable customer insight, and a list of new strategies and innovative solutions to help you prepare for the future, develop your own adaptive contact center strategy, and get your business back on track. AI solving more than 10% of requests).

Contact Center 195

Contact Center CCNG Benchmark Wait times 195

3CLogic

MARCH 27, 2025

According to NASCIOs 2024 State CIO Survey, IT consolidation and centralization are top priorities for 49 state CIOs, underscoring the importance of integrated, seamless digital service management. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

Government 96

Government Self service contact center solutions Contact Center 96

BlueOcean

APRIL 7, 2025

Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Dont settle for contact centers that treat AI like a singular solution. We want to make it easy for you.

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

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

CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. Bring down the waiting time .

Contact Center 196

Contact Center Interactive Voice Response Chatbots Call Center 196

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. It’s no secret that many people can’t stand call centers…”. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. Nobody escaped the endless waiting times.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

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

Blueship Call Center

APRIL 8, 2025

To achieve this, many companies are turning to Cloud Contact Center Services a modern solution designed to optimize customer engagement while improving operational efficiency. But what exactly are Cloud Contact Center Services , and how do they compare to traditional contact centers?

Cloud contact 40

Cloud contact Contact Center Interactive Voice Response contact center solutions 40

NobelBiz

NOVEMBER 19, 2024

The customer service world is evolving rapidly alongside advancements in technology. 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.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

Zappix

FEBRUARY 18, 2025

The newly implemented Zappix solution provides the insurers customers with seamless self-service capabilities, reducing reliance on live agents, increasing first time call resolution, and improving payment conversions. About Zappix Zappix provides an AI-Powered Digital Engagement Platform.

Self service 52

Self service Interactive Voice Response Wait times Contact Center 52

TechSee

JULY 17, 2018

Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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. Slash inbound inquiries with self-service.

Call Center 196

Call Center Self service Gamification Contact Center 196

Hodusoft

APRIL 2, 2025

The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. It’s one of the most important industries in today’s time. ” At HoduSoft, our HoduCC omnichannel CX suite and contact center solutions automated the contact centers of many telecom companies.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

TechSee

JULY 18, 2019

Wasted customer time – make sure customers never have to repeat themselves or sit idle during extended wait times. Intelligent routing is also key, as nothing is worse than waiting for a supervisor and then finding yourself talking to the wrong department.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

Global Response

JANUARY 8, 2025

Read Time: 4.5 minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. Contact center technology trends The work of contact centers and their agents is deeply impacted by the tools they use.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

CX Accelerator

MAY 25, 2022

When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. This may be self-service, in-person, phone, email, chat, social media or text message. Your company will choose which channels to configure for customers to reach out.

Customer Support 316

Customer Support Wait times Self service Best practices 316

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. ” 2. Coveo.

Contact Center 116

Contact Center Technology Self service Call Center 116

Fonolo

MAY 30, 2023

That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. How Can WFM Help my Contact Center? higher adherence rate than those without.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

Self service 83

Self service Contact Center Chatbots First call resolution 83

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Ultimately, understanding customer needs and preferences is pivotal.

Self service 69

Self service Chatbots Contact Center Wait times 69

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. The system maps key touchpoints, identifying friction in digital checkout (CX) and long hold times in the contact center (CS). With this insight, the company can address both issues systematically.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks. No, that’s not a typo.

Self service 86

Self service Chatbots Contact Center Wait times 86

Noble Systems

JUNE 26, 2020

Interactive Voice Response (IVR) is an automated system generally used by contact centers that answers incoming calls and then interacts with callers via recorded prompting to gather information. The IVR system then uses routing rules to send the call to either an agent or a self-service application.

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

Fonolo

APRIL 11, 2023

And they should help call center managers see the importance of queue management and the perils of keeping customers waiting on hold You’ve come to the right place! In this blog, we’ll explore the best practices for call center queue management. It helps managers match staffing to call volume and prevent long wait times.

Best practices 81

Best practices Contact Center Management Abandon rate 81

Fonolo

APRIL 14, 2020

Just take a look at WestJet’s current call-waiting time… To make matters worse, call centers are struggling with reduced staff and trying to transition to remote agents at the same time. So there’s a supply shock and a demand shock at the same time. So, low agent costs undercut that argument.

Contact Center 95

Contact Center Call Center Interactive Voice Response Banking 95

ShepHyken

MAY 22, 2023

This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

Babelforce

APRIL 14, 2020

Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for? What abandon rate should your contact center aim for? In practice, 2% is good; contact centers usually aim to stay below 5%. But – how do you get to that number?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Babelforce

APRIL 14, 2020

Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for? What abandon rate should your contact center aim for? In practice, 2% is good; contact centers usually aim to stay below 5%. But – how do you get to that number?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98