How to motivate your WFH contact center staff – tactics for remote employee engagement


COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Call Center Engagement ideas. Research shows that collaborative contact center work environments perform 50% better and reduce errors by 25%.

Application Ecosystems and the Future of the Contact Center


Digital transformation is about creating experiences that matter, but what does this look like within the contact center? This is where we see the benefits of an application ecosystem approach, which allows organizations to flexibly assess and adopt the technologies and changes needed for providing incredible customer and agent experiences. They want to be free of the technology refresh cycle to more quickly adapt and innovate. CX and Contact Center

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Smart Home Support – 4 Key Technologies to Simplify Service


Smart Home technology is expected to become a $151.4 billion market by 2024. Here are 4 key technologies – already widely used in other industries – that can help consumers enjoy independent, effortless, frustration-fee service and support. Leading manufacturers are already making use of this technology. Visual Assistance takes troubleshooting to the next level by allowing the contact center system to see the customer’s environment.

Emotion Analytics is at the Heart of Customer Experience Innovation


CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. Emotion analytics is an effective and objective measure of feedback, relying on artificial intelligence and technology to detect and analyze data, without requiring the customers to take any additional action. The technology can also be used in fraud prevention, analyzing the unique vocal characteristics that may indicate dishonesty or concealment of information.

Customer Service Trends 2020


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.

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GCOM Part of the Growing Gamification and AI Market

CSM Magazine

Market Research Future reports an estimated CAGR growth for AI of 37% by 2024. The new technology utilizes real time AI and Gamification to improve CX agent efficiency and engagement. Headquartered in Lindon, UT, VisualCue has worked with contact centers, sales teams and logistics companies to implement AI and Gamification. Dan Handy, CEO of VisualCue said, “GCOM Worldwide has extensive experience and expertise in the call center industry.

HGS Roundtable: Top Customer Experience (CX) Trends in 2019

Team HGS

the outsourced customer care services market is predicted to be valued at $110 billion by 2024. Companies worldwide are putting significant effort and technology investments into improving the customer experience, providing the people, process, and technology to support an omnichannel environment. . HGS Roundtable: Top Customer Experience (CX) Trends in 2019.