CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. In this article, we will explore five important technical changes happening in contact centers.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

APRIL 13, 2021

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. CCaaS vendors keep up with market trends and regularly implement new capabilities and new versions of their software.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

3CLogic

DECEMBER 17, 2024

The contact center industry is constantly evolving. Let's explore top trends and predictions to help your organization stay ahead of the curve, deliver outstanding CX and/or EX, and maximize ROI in 2025 and beyond. Trends and predictions shaping the contact center of tomorrow 1. digital, voice, etc.),

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Contact Center Pipeline

NOVEMBER 26, 2019

The universal agent is certainly not a new concept for contact centers. Within today’s contact center, however, several trends are converging and creating […].

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Contact Center Technical Support Sales Call Center 253

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.

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Contact Center Consulting Consulting Management 200

CCNG

MARCH 12, 2021

The past year has been difficult for contact centers. Prepare your contact center leaders, managers, frontline supervisors, and directors to manage in a virtual environment. Low customer effort drives brand loyalty and reduces cost. Create a more engaging learning environment by providing modularized training.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

DMG Consulting

FEBRUARY 12, 2025

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI? An additional 37.1% of survey participants.

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Contact Center Interactive Voice Response Self service Surveys 77

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.

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Contact Center Customer Care Technology Call Center 240

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.

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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.

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Contact Center Technology Call Center 279

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.

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Contact Center At home agents Call Center Management 241

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

ShepHyken

DECEMBER 1, 2024

Stop Doing These Stupid Things to Your Customers by Megan Jones (Call Centre Helper) There are many cringeworthy mistakes contact centre teams make when trying to deliver a great customer experience – yet they become so ingrained in day-to-day working life that no one thinks to challenge them any more.

Journey mapping 186

Journey mapping Customer Service Customer Experience Marketing 186

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.

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Contact Center Interactive Voice Response Customer Experience CCNG 195

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 171

Customer Service Contact Center Customer Experience Call Center 171

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.

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Contact Center Analytics First call resolution Abandon rate 62

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

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

AUGUST 9, 2023

Generative AI, a subset of artificial intelligence (think ChatGPT) that focuses on creating new content, is emerging as the trend of 2023. It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. Simply put, the answer will be generic if you are generic in the ask.

Contact Center 195

Contact Center Chatbots Education Technology 195

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. By utilizing recordings in this way, companies can categorize their calls and search for trends in customer behavior (e.g.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

ShepHyken

NOVEMBER 14, 2024

Contact centers, a space often challenged by high turnover and burnout, are reaping notable benefits from AI’s capabilities. However, AI is helping businesses counter this trend in a big way. Agent attrition jumped from 21.8% in 2022 to 28.1% in 2023, with a projected increase to 31.2%

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Chatbots Contact Center Self service Customer Experience 163

CCNG

AUGUST 7, 2024

As new technology emerges for contact centers, business process outsourcing (BPO) is rapidly shifting. Numerous BPO trends have emerged that offer a way to reduce expenses and improve CX. 59% of organizations cite cost savings as the number one reason they outsource.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

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

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outsourcing Contact Center Airlines CCNG 195

Global Response

JANUARY 8, 2025

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. From tech tools to customer experience, we’ve rounded up the most influential trends to watch for in the near future. Read Time: 4.5 Let’s jump in.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. And their answers may not be what you expect.

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Contact Center Agent Empowerment Self service Employee engagement 126

CCNG

MARCH 13, 2024

While we dive into what new trends and technology we will see, it is great to understand what won’t change in the contact center: a never-ending quest to elevate the customer experience while driving efficiency. That is what every contact center decision is based upon. Match the symptom to the solution.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

ShepHyken

DECEMBER 16, 2024

Qualtrics fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year. My Comment: We close out this weeks Top Five with a focus on the role of a contact center.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

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. Customized modern performance management systems ? ? ?These

Contact Center 195

Contact Center CCNG Gamification Coaching 195

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

CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.

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Contact Center Calibration Interactive Voice Response Analytics 195