A new year presents a new opportunity for call center managers to boost their game! So what trends seem to be the most relevant? We’ve already identified the Top 10 Call Center Trends for 2015 in our latest whitepaper, but there are four areas that we see making the biggest impact. Continue reading
Tag Archives: trends
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 →
Last week, Fonolo hosted another insightful Google Hangout, discussing the top 4 call center trends for 2015. To save you some time, we’ve extracted video snippets of the answers to each question.
Let’s take a quick look at the panelists: Kristoffer Lentz, Director Digital Marketing at Solavei, Chris Bright, CEO at Customer Voodoo, Kevin Brown, Managing Director at VoxPeritus, and Shai Berger, CEO at Fonolo.
I’m really excited about the round-table discussion we have coming up on Thursday. We’ve gathered several industry experts to discuss four important call center trends for 2015. Because we broadcast it as a live Google Hangout, you can join the conversation from the comfort of your desk or sofa.
To prepare for the discussion, I went through my notes and did some additional research on the topics, as I always do. But for this hang-out, I’m going to do something different: Share those notes ahead of time. I’m hoping it will trigger some thoughts among the audience and we’ll see deeper questions asked of the panel on Thursday.
Below you’ll find some background on the four trends: gamification of the call center, omni-channel integration, customer service through mobile apps and workforce optimization. Continue reading →
As we approach the end of 2014, attention rapidly turns to next year’s plans. The call center industry strives to stay ahead of new technologies to boost productivity and enhance the experience for callers. From gamification to the evolution in channel preferences, the overload of information is keeping call center executives on top of their game. Continue reading →
I spend a lot of time researching and reading whitepapers in the customer service and contact center industry. Understanding changing consumer preferences and upcoming trends is essential in today’s competitive environment. Plus it lets us share cool new stuff with our loyal subscribers.
To spread the love even more I thought I would share 3 whitepapers that I’ve thoroughly enjoyed in my readings. If you’re a contact center, also take a look at the sneak peak of our slides for next week’s webinar! We’ll be chatting about abandon rates and CSAT levels with a special guest speaker. Hope to see you there! Continue reading →
Another Labor Day weekend is upon us, and that means fall is just around the corner.Now is a great time to reflect upon how your call center has been performing over the summer, with an eye on making changes in the coming season to enhance performance.
Here are 3 trends your call center should consider before the summer comes to a close. Continue reading →
Mobile phones have changed consumer behavior more than any technology in recent memory, perhaps since the invention of the car. By 2016, US consumers will own 257 million of the devices (according to “Mobile is The New Face of Engagement” by Forrester). Deloitte predicts that within three years “mobile influence” will be directly determining some $689 billion in US retail sales – a number 22 times bigger than anyone’s forecast of mobile e-commerce and more than twice the size of total e-commerce.
We’ve been covering customer service trends on the Fonolo blog for several years now (see our 2014 list here) but I’ve recently reached a major conclusion on the topic. Based on our recent conversations with clients, and new stats (like the ones above), mobile is the “trend to end all trends”.
Keep reading and see if you agree. Continue reading →
Want some compelling reasons to invest more in your customer service efforts? How about some great facts to help you map out your customer experience strategy? You’ve come to the right place!
Here are 5 must-see infographics which illustrate the importance of customer service. Continue reading →
I just returned from Frost & Sullivan’s Contact Center Executive MindXchange, where I had the pleasure of interacting with many leaders in our industry. Over three days, vendors showed off their newest features and executives shared what issues challenge them today and what they worry about down the road.
On the flight home, I spent the time looking through my notes trying to find larger patterns. We cover “trends” on this blog quite often (e.g. Top 10 Customer Experience Trends, Top 10 Contact Center Trends). What I want to talk about today are “mega-trends”, which I define as bigger strategic patterns that drive multiple, more focussed, trends.
These 3 mega-trends are the most powerful forces in our industry today. Continue reading →