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What Now? How Will Contact Centers Navigate the Post-COVID World?

BlueOcean

For most contact centers, work-at-home solutions aren’t new – but WAH has historically been an option, one of the tools available, often deployed in conjunction with brick-and-mortar teams. And then there’s the intangible issues – in particular, employee engagement and corporate culture. What about you? The post What Now?

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Is Your Organization Ready for the Top Contact Center Trends of 2022?

Playvox

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Employee Experience.

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Top Customer Care Trends to Consider as You Plan for the New Year

BlueOcean

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. After all, happy employees create happy customers. But if that’s really the case, you’re in for trouble.

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Key 2020 Trends: Cloud Contact Centers

Call Experts

omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. The industry continues to change, most recently with the emergence of omnichannel management.

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?

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Workforce Optimization: What It is and Why You Need It

Playvox

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

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Understanding Contact Center Billing

Call Experts

Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Often, these partners are looking for Omnichannel management to support a robust digital presence. Now, let’s analyze and review the pricing strategies of contact centers.