NobelBiz

APRIL 8, 2024

It is with great pride that we announce that NobelBiz OMNI+ has been honored with the prestigious 2024 CUSTOMER Product of the Year Award, presented by TMC. NobelBiz OMNI+ is at the forefront of CCaaS solutions, offering a comprehensive suite of features, functionalities, and integrations tailored for diverse contact center needs.

Contact Center 52

Contact Center Omni-Channel Innovation Call Center 52

Cyara

NOVEMBER 30, 2023

The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.

Contact Center 76

Contact Center Software Trends Marketing 76

Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote.

Industry 60

Industry Contact Center Feedback Connections 60

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Industry Omni-Channel Call Center 52

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

Think Customers

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. This mindset highlights the need to balance AI deployment with humans, to use AI as an enabler that helps contact center associates perform better and improve the experience.

Contact Center 52

Contact Center Analytics Healthcare Trends 52

Experience Investigators by 360Connext

JANUARY 30, 2024

Manager of Contact Center Sales for Verizon Business. In previous roles, Michelle developed and led two CX practices in the Professional Services (Crowe) and Printing/Manufacturing (Lexmark) industries and was a CX Design consultant and the Sr. Michelle holds 6 U.S. Patents for her work as an engineer.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

Cyara

JANUARY 19, 2024

In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys , 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response is their top priority.

Contact Center 76

Contact Center Survey Brands Customer Service 76

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. Here’s How Supply Chain and Shipping Visibility Improve Customer Experience In some circumstances, we know that contact center can feel like an island, siloed off from other functional business practices. Piqued your interest?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

NobelBiz

MARCH 3, 2020

Several recent studies show the contact center market will grow significantly in the following years. The post Contact Centers to Show Staggering $6 Billion Growth by 2024 appeared first on NobelBiz®. We took a close look at the findings and at what we're seeing on our end at NobelBiz.

Contact Center 52

Contact Center Study Report Industry 52

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.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Lithium

JANUARY 2, 2024

Complimentary analyst report: Gartner’s Top Strategic Predictions for 2024 and Beyond “AI” was the biggest buzzword of 2023. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. So how does it now fit into our future, and should executives be taking a closer look?

Social Media 52

Social Media CRM Video Contact Center 52

Cyara

FEBRUARY 8, 2024

For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. In 2023, the dam finally broke. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change the way brands interact with their customers.

Contact Center 76

Contact Center Interaction Brands Chatbots 76

Think Customers

JANUARY 25, 2024

Discussions elsewhere at the show focused on how retailers are using AI-powered tools to track customers’ buying habits, provide a more seamless experience between digital and in-store shopping, and empower contact center associates by putting more information at their fingertips. will likely avoid a recession this year.

Retail 52

Retail Contact Center Consumers Brands 52

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? How can AI be used to personalize and contextualize customer experiences in contact centers?

Self Service 147

Self Service Contact Center Customer Service Representative Healthcare 147

CSM Magazine

JANUARY 17, 2024

It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations. The Influence of Hyperscalers Will Persist Hyperscale cloud providers will continue to be a significant force in the contact centre industry, particularly in the realm of data.

Industry 52

Industry Data Trends Exceptional Customer Service 52

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

Doing CX Right

JANUARY 14, 2024

The post Elevating Customer Service Leadership in 2024: Start, Stop, and Keep Doing appeared first on Doing CX Right. Learn effective customer service leadership strategies with expert insights to enhance success and achieve your organizational goals.

Leadership 52

Leadership Customer Service Strategy Customers 52

NobelBiz

MAY 12, 2022

Contact center solutions just might very well help the businesses that use them to survive way past the COVID-19 era. Prior to the pandemic, the contact center market itself was projected to increase at a compound annual growth rate of 9% until the year 2024. Its estimated market value was forecasted to reach $5.99

Contact Center 52

Contact Center Software Management Strategy 52

CSM Magazine

DECEMBER 9, 2021

Empirix launches Hammer Voice Explorer to complete its end-to-end portfolio and accelerate cloud contact center transformation. According to Gartner, the Contact Center as a Service market is expected to reach $17.9 bn by 2024 – through a CAGR of 29%.

Contact Center 52

Contact Center Healthcare Insurance Banking 52

NobelBiz

SEPTEMBER 29, 2020

Right now, the contact center market is growing at an exponential rate. Technology advances coupled with the advent of the virtual call center are leaving behind anyone who doesn’t have at least a remote omnichannel software. But there’s an even bigger hurdle: contact center AI. And how effective will it be?

Contact Center 52

Contact Center Virtual Call Center Omni-Channel Chatbots 52

SurveySensum

NOVEMBER 9, 2023

If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. The customer needs to reach out to your contact center. In 2024, if you want to elevate customer experience, you need to have fierce workforce management. That’s why workforce management matters.

Management 52

Management Customer Experience Feedback Employee Experience 52

CSM Magazine

OCTOBER 7, 2021

Empirix , an Infovista company and leader in contact center testing and experience assurance, has announced a major expansion of its partner strategy that aims to transform the business to a 90%+ channel centric vendor within 5 years. billion by 2024 at Compound Annual Growth Rate (CAGR) of 29%.

Contact Center 52

Contact Center Marketing Leadership Healthcare 52

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). The enhancements are aimed at making Inbenta’s interactive how-to tutorials more engaging and easier to share.

Contact Center 52

Contact Center Training Video Tools 52

ShepHyken

OCTOBER 1, 2023

Dave Salisbury (Call Centre Helper) Here are 17 top tips for managing big changes well in the contact center. My Comment: Are you making changes in your contact center (or plan to)? My Comment: I’m honored to make this list: Top Five Customer Experience Keynotes Speakers to Book in 2024! If so, read this article.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

NOVEMBER 6, 2023

How to Boost Customer Loyalty in a Tough Economy by Ricardo Gulko (Eglobalis) Economic forecasts are subdued for 2024. Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

InMoment XI

JANUARY 4, 2024

Whether it’s our AI capabilities, customer reporting, or contact center software, we have just the solution for you. Access 1/3/2024. Schedule a demo to see for yourself today! References Trustmary. Online Reviews: Statistics That Will Blow Your Mind [2023]. ( [link] ).

Retail 260

Retail Customer Experience Effort Score Social Media 260

Horizon CX

FEBRUARY 29, 2024

In the realm of customer experience (CX), contact centers, and customer service, the way businesses interact with their customers can make all the difference in building long-lasting relationships and fostering loyalty.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

eGain Blogs

MARCH 7, 2023

Nonetheless, our recent and upcoming enhancements will put us in a stronger position for the 2024 MQ. Watch this space for more updates! It is experienced with telephony, CRM and ECM integrations, and 80% of its customers deploy the agent assist module.

Contact Center 52

Contact Center CRM Report Leadership 52

TechSee

DECEMBER 31, 2019

In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Explosion of virtual contact centers. billion by 2024, up from $220 million in 2019. Customer Service will become increasingly AI-driven. Voice will be king.

Trends 136

Trends Customer Service Self Service Contact Center 136

COPC

JANUARY 9, 2024

By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry. Lance Gruner: Looking ahead to 2024 and beyond, delivering best-in-class service efficiently remains a key objective.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

Playvox

MARCH 7, 2024

Women in high-level positions, from directors to the c-suite, account for 47 percent of leadership in 2024. We strive to build a culture where our team members can grow and develop into their best versions. At Playvox, women represent 44 percent of our global workforce.

Culture 87

Culture Policies Leadership Guidelines 87

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management.

Retail 73

Retail Industry Customer Experience Contact Center 73

Uniphore

JANUARY 25, 2022

Gartner predicts that by 2024, organizations adopting a cybersecurity mesh architecture will reduce the financial impact of security incidents by an average of 90 percent. Conversational AI Expands Beyond the Contact Center. Cybersecurity mesh appears to be the ready answer.

Healthcare 130

Healthcare Video Banking Contact Center 130