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and best practices.
Advances in communication technology are forcing rapid change in the contact center.
To accommodate consumers’ growing expectations and provide 24/7 omnichannel customer support, we’re expecting to see a mass exodus, with as many as 70% of contact centers moving ‘to the cloud’ in the next 12-24 months.
Will your contact center be left behind?
Often, we use terminology and abbreviations that we become accustomed to in our everyday lives, especially within the call center space. Given that the average person spends one third of their lives at work, it is no wonder that we develop whole worlds of vocabulary to use within our professional environments. After all, it is simpler to say, “Where are we with AHT this week?” than to say, “Where are we with the average handling time metric this week?” It may seem insignificant, but cutting words down to vowels or single syllables is evidently preferable to a mouthful of phrases, particularly if they must be used regularly within the workplace. Just look at our use of acronyms and abbreviations in everyday life – ASAP (as soon as possible), LMK (let me know), TTYL (talk to you later), and the list goes on.
Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? Seriously though: If you slack off with your reading during the summer months, you’ll be too far behind in the autumn to ever catch up. Make sure you have already looked through the reports in our last report round-up post, too.
So, here are 5 more reports worth your time. As always, I’m grateful to all the smart folks in our industry that produce such excellent content.
It’s going to be a big year in the world of contact center and in customer service technology. Will Avaya soar upwards, freshly unburdened from its decade of debt? Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. Below are some of the reports that we have found most interesting.
We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog. If you haven’t subscribed, please do so. And feel free to let us know in the comments what kind of topics you’d like us to cover. Continue reading
Fonolo is at it again! That’s right folks, tradeshow season is upon us. What better way to start the action than by exhibiting at the highest rated event for contact center professionals. Join Fonolo at ICMI’s Contact Center Expo and Conference, May 10-13 2016 at the Long Beach Convention Center.
Through breakout sessions, workshops, and training, this event will help professionals discover best practices and new ways to stay ahead of rising customer expectations. In addition, the robust expo hall will welcome leading industry innovators eager to share their newest products and services with attendees. Continue reading
Over the last decade, an extraordinary transformation has taken place in an industry which, for decades prior, had seen little change. In the early 2000’s, running a call center through a cloud service was dismissed as impractical. A few years later, it was viewed as “just for the smallest call centers”. But by 2008 many naysayers had eaten their words and the migration was in full swing. Between 2008 and 2012, the cloud market grew by some 224%. By the end of 2013, more than 62% of organizations were using some type of cloud-based contact center solution as part of their operation. (Both data points from DMG.)
The cloud-based contact center market is expected to continue to grow from $4.2 billion last year to $11 billion in 2019. That growth is being fueled by several waves of innovation: a new crop of “cloud first” offerings, and new partnerships between carriers and vendors. Continue reading
Looking for the lastest contact center trends in 2020?
Read the 2020 contact center trends report here
Contact centers will continue to transform in the year ahead. Those who focus on new technology and evolving consumer behavior will ultimately succeed. Adapting to changes in the call center industry has become an annual requirement; this is especially true for organizations that stay in tune with the latest trends. Continue reading
I am often asked about how Fonolo compares with other options on the market such as Virtual Hold, Avaya’s Callback Assist or Cisco’s Courtesy Callback. The answer, in one word: “cloud”.
Over the last few years, this little term has gotten so much exposure in our industry and I worry people stop appreciating what an enormous change it represents to the contact center. The entire world of enterprise IT has been reconfigured by the emergence of cloud alternatives to the traditional model of software purchasing. Salesforce really led the charge in the CRM segment. Other segments soon followed: HR, ERP, BI, accounting, etc. The call center has been the toughest segment to migrate but, make no mistake, the revolution is happening right now. Continue reading
There’s no denying that great customer service is the lifeblood of any call center. However, making your business shine relies completely on the standards you set.
Having a good understanding of industry benchmarks, statistics, and trends allows you to set goals to measure against. Naturally, a successful contact center – or any business for that matter – will aim to exceed those standards.
Don’t be left in the dark! Be known for delivering amazing customer service by understanding these 10 important statistics. Continue reading
