Genesys has shared the “State of Customer Experience” report, which examines consumer preferences and how businesses are approaching customer experience (CX). First conducted in 2017, this report analyzes trends in consumer expectations, where businesses are getting it right — and where they’re getting it wrong. When
COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by
The Story So Far COVID-19 sent everyone scuttling back home as fast as an incoming tsunami causes mass evacuation. Organizations, customers and employees found themselves displaced from any familiar lifestyle. Customer service was lost in the calamity. Now forced to cope with the logistical, cognitive and emotive
COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by
Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column
The role of AI in the contact center has been a topic that has been brewing in the industry over the past year. The trend I have been seeing is senior executives, senior management, or even the people in charge of budgeting saying, “Let’s just
Josh O’Farrell of Spearline shares some of the biggest struggles that industry professionals face in day-to-day contact centre life. The role of a contact centre agent is varied and, at times, difficult. They are expected to answer calls and emails, deal with customer queries, provide product
No matter what market your company operates in, there’s an incredibly high chance that it’s saturated with competition. In fact, it’s likely that your customer service is the key aspect of how your organization differentiates itself from competitors. So, with 2020 here and a new decade full of
This post was originally published on Fonolo’s blog as “Contact Center Trends in 2020”. Everything from the way we shop to how we listen to music has changed in the last two decades. This includes our experience as customers. Modern consumers are no longer willing to accept
Scott Budding of Business Systems gazes into a crystal ball to predict how the contact centre industry will continue to develop in 2020. Focused Digital Transformation Blending of front and back office customer-facing processes was a topic of discussion for 2019, and something that will continue on
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