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.

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Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers.

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Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Mon, 05/23/2022 - 12:58. So, if customer experience is the new battleground, then the contact center is out front leading the charge. Quadient is a global leader in the document management industry. Marissa Feigen. Customer Experience.

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Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. billion in 2020. Customer Chit-Chat. There were around 6.4

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Playvox

JULY 20, 2022

It’s July, which means it’s half time of 2022. At the start of the year, most contact center leaders were scrambling to find talent and whenever I spoke with folks in the industry, it seemed like everyone talked about the “war for talent” and “the great resignation.” In our industry, volume follows ambiguity.

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Interactions

NOVEMBER 8, 2022

Over the last three years, Covid has transformed the contact-center industry into a work-from-anywhere (WFA) world. Millions of agents now work outside the traditional walls of a care center. . There’s nothing like this solution in the industry. . agents handling PCI (Payment Card Industry) data. .

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Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

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Think Customers

DECEMBER 22, 2021

In the face of the Great Resignation, industries across every sector are faced with a harsh reality: give your employees a healthy and productive work environment or they will leave you. And the contact center industry is not exempt. Meeting employee needs and equipping them with the right tools with be critical in 2022.

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TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

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Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. Industry experts worry that this mass exodus might mean the loss of decades of knowledge from the labor force. Researchers say 1.5 Researchers say 1.5

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Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Here are some of my predictions for 2022…. Tech Players Will Enter Every Industry. Not so fast. Emotion is the Next AI Frontier.

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Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. But disengaged agents create challenges in a customer service center. Keep contact center agents engaged and dedicated to delivering world-class customer interactions by implementing these best practices today.

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Playvox

JULY 28, 2022

A contact center is a perfect place for a multigenerational team. Tapping into the capabilities of your multigenerational contact center agents is easier than you think — all it takes is a commitment from you as the leader. All these engagement drivers depend on you to develop and nurture them in your contact center.

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Playvox

AUGUST 30, 2022

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. The Great Resignation has hit nearly every industry hard, but the reasons employees give for leaving aren’t as insurmountable as you might think.

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Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

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Playvox

AUGUST 8, 2022

In February 2022, 4.4 economy affected most by the Great Resignation, also known as the Big Quit, were in service industries, including restaurants, retail, and healthcare. economy affected most by the Great Resignation, also known as the Big Quit, were in service industries, including restaurants, retail, and healthcare.

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NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Check our guide on what KPIs to follow if you want to have excellent customer service.

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CSM Magazine

JULY 13, 2022

Contact center leaders are struggling to keep pace with ‘unrealistic’ demands. Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide.

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eGain Blogs

NOVEMBER 7, 2022

About KMWorld 2022. eGain will be at KMWorld 2022 , KMWorld’s 26 th annual conference about knowledge management and information sharing. It will focus on “culture, people processes, and the many different types of technologies supporting organizations as they excel in their industries.” Time: 9:45 am—10:00 am.

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Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. In 2022, we published many valuable resources! Call Experts Top 5 Customer Service Blogs of 2022 . Partnering With a Contact Center? Learn more here.

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Magellan Solutions

AUGUST 1, 2022

Statistics on the Philippine BPO Industry for the year, 2022. There were undoubtedly many disruptions that caused havoc for businesses in 2020 and this also affected the Philippine BPO Industry. We’ve compiled all the crucial data and facts regarding the Philippine BPO Industry sector in this post. Source: IBPAP.

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CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. Here are six trends we see, including strategic and practical ways to prepare and improve your company’s customer experience center for 2023 and beyond: 1.

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Playvox

MARCH 31, 2022

From workforce management to quality management , we strive to deliver the full suite of solutions contact centers need to bring WEM into the digital era. Playvox has been named a leader in G2’s Spring 2022 Grid Report for Contact Center Quality Assurance.

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TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

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Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. through 2022. Key 2020 Trends: Cloud Contact Centers.

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NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today. Here are 9 simple methods to get started!

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Think Customers

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

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Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. 19th Annual Customer Contact East | April, 23-26 | Fort Lauderdale, US . Contact Center & Customer Services Summit | April, 24-25 | London, UK.

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Advantage Communications

APRIL 26, 2022

The customer experience (CX) in recent years has become the defining differentiator in the banking industry , ensuring financial organizations are able to build customer loyalty, reduce customer service costs, improve employee happiness and drive up revenue.

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BlueOcean

DECEMBER 15, 2022

We often hear from our readers how helpful our published content is when they are in the decision-making process for partnering with a new contact center outsourcer. We were excited to see that the readers and award committee of the 2022 Customer Contact Central MVP Awards agreed!

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NobelBiz

NOVEMBER 16, 2021

Although it is still simply a “beautiful notion” for far too many businesses and contact centers. In this article, we explore the influence of emotional intelligence in companies and how to unlock it for contact centers. Nancy Munro is an expert in contact center training simulations.

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CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. It offers human-centered AI coaching to help agents improve performance through realistic, immersive experiences. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

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GlowTouch

AUGUST 23, 2022

GlowTouch is an Aspirant in the consulting giant’s annual compilation of outsourcing excellence and follows another year of ushering in new clients and opening additional contact center locations. The Everest Group recognition comes as the company celebrates its 20th year in the industry. “It

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COPC

FEBRUARY 11, 2022

launched the Global Benchmarking Series, 2022. . ’s Global Benchmarking Series delivers monthly reports about timely issues affecting contact centers and customer experience (CX) organizations, covering topics, such as, CX strategies, quality workforce management, channel management, people management and technology.

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NobelBiz

JANUARY 3, 2022

Many contact centers must develop methods and use their resources to manage client expectations and create a pleasant customer experience. by 2022, 50% of major enterprises would have failed to combine interaction channels , resulting in a disconnected and walled customer experience devoid of context.

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Cyara

DECEMBER 21, 2021

As businesses adapt to these changes, much will continue to evolve for contact center CX in 2022. In fact, as we look toward the year ahead, we expect that many of the trends we have seen will begin to coalesce into even bigger, longer-lasting changes.

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CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Date- October 17th–19th, 2022. Customer Success Conference 2022 by TSIA. Date: Spring 2022.

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