BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Executing on in-house customer service efforts can be difficult; it takes the right background and continual hiring and training, not to mention complex IT systems, robust contact center technologies , and proper workforce management.

Contact Center 156

Contact Center Culture 2025 Customer Service 156

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Contact Center 52

Contact Center Management Call Center Measurement 52

eglobalis

MARCH 30, 2025

This recognition has grown over the 2010s, to the point that Gartner predicted over 75% of organizations would abandon NPS as a sole success metric by 2025, but this did not happen yet. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. Fifth Third Bank, a U.S.

Banking 326

Banking NPS B2B Social Media 326

Think Customers

DECEMBER 19, 2024

Thats always been the case but as we head into 2025, things feel different. Now that AI has fully made the leap from theoretical buzzword to a cornerstone of contact center operations and brands are seeing its benefits firsthand, the year ahead is poised to be truly transformative.

2025 52

2025 Contact Center Customer Experience Insights 52

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Interactions

OCTOBER 29, 2024

Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center. How Gen AI Will Enhance the Contact Center That’s a very brief explanation of a very complex technology – one that is evolving as we speak. So, yes, Gen AI is coming to the contact center.

Contact Center 62

Contact Center 2025 Social Media 2023 62

ShepHyken

MARCH 30, 2025

My Comment: The Medallia Experience 2025 conference was just in Las Vegas last week. This time, the topic is using customer feedback to improve contact center agent performance. Finally, employees must be given the right tools they need to take care of customers.

2025 70

2025 Article Customer Service Magazine 70

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Some might even say that CX is more important. What is Customer Experience Analytics?

2025 52

2025 Customer Experience Contact Center Net Promoter Score 52

Think Customers

OCTOBER 30, 2024

That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Particularly noteworthy is the consensus among CX leaders that contact center associates’ role cannot be overstated.

Contact Center 52

Contact Center Insurance Travel Banking 52

ShepHyken

DECEMBER 22, 2024

5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak (Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business. Set yourself up for a successful 2025 by answering these questions. Cheers to an incredible year ahead!

Article 77

Article 2024 2025 Customer Service 77

ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. I have added my comments about each article and would like to hear what you think too.

Article 70

Article Customer Service 2025 2024 70

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? What is call quality monitoring?

2025 52

2025 Contact Center Call Center Average Handle Time 52

ShepHyken

JUNE 28, 2019

Researchers predict that machines will perform more than half of current workplace tasks by 2025, up from 29 percent today. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. And yet, a net gain in human jobs is also expected.

Contact Center 116

Contact Center Blog 2019 Banking 116

ShepHyken

MARCH 24, 2025

My Comment: It was a surprise and an honor to see my book, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience , listed in the recent Call Centre Helper list of top books for contact center leaders.

Article 74

Article 2025 Customer Service Healthcare 74

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? To drive long-term customer success in your business, follow these 9 VoC best practices in 2025: 1.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

Playvox

OCTOBER 6, 2021

Gen X (born between 1965 and 1980) 29% of 2025 workforce As the generation that learned to do things manually before being introduced to computers at school, Gen X bridges the gap between the traditional and the digital. Millennials (born between 1981 and 1996) 44% of 2025 workforce Millennials welcome and embrace new technology.

Contact Center 75

Contact Center 2025 Management 2021 75

ShepHyken

DECEMBER 1, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. So, I’ve compiled over 30 customer experience statistics you should know for 2025.

2024 77

2024 Article Customer Service 2025 77

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Employee engagement is one of the most challenging aspects to master in the contact center. Gamification works well within a contact center environment as it leverages a number of game mechanics that workplaces can use to keep employees engaged and focused.

Contact Center 79

Contact Center Average Handle Time 2025 Culture 79

ShepHyken

DECEMBER 16, 2024

My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. My Comment: We close out this weeks Top Five with a focus on the role of a contact center. First: The Contact Center Is More than Just Agents.

Article 62

Article Customer Service Loyalty Programs 2024 62

Northridge Group

DECEMBER 4, 2024

Below, we have joined forces to offer six trends that we believe will be driving forces in 2025 – for contact centers […] The post 6 Trends Crucial for Success in 2025 first appeared on Northridge Group.

2025 52

2025 Contact Center Technology Customer Journey Mapping 52

CSM Magazine

JANUARY 17, 2025

Aquant , an AI platform built for servicing complex machinery, released its highly anticipated 2025 Field Service Benchmark Report , offering an in-depth analysis of trends, challenges, and opportunities shaping the future of the service industries. To access the full 2025 Field Service Benchmark Report, visit www.aquant.ai.

2025 52

2025 Contact Center Metrics Customer Expectations 52

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. ”—offers a narrow and momentary transactional perspective on customer sentiment.

NPS 461

NPS Feedback Net Promoter Score B2C 461

TechSee

MAY 4, 2021

Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. Staffing is the highest operational cost in any contact center. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? The contact center will experience more change in the next 10 years than the next 100.

Contact Center 63

Contact Center 2019 2025 2023 63

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. Contact centers are using a wide range of new strategies to ensure their customer service representatives are engaged, encouraging them to offer a world-class customer experience to clients.

Contact Center 73

Contact Center Engagement 2025 Fashion 73

Playvox

JANUARY 13, 2022

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. Technology always needs focus.

Contact Center 79

Contact Center 2022 Omnichannel Employee Experience 79

TechSee

JANUARY 26, 2021

A recent survey by Aberdeen of 307 contact center leaders revealed a significant surge in remote work capabilities – a whopping 52% as of June 2020, and that is expected to increase through 2021. According to Gartner research, by 2025, 40% of customer service organizations will become ?profit

2021 124

2021 Customer Service 2025 Contact Center 124

TechSee

JULY 30, 2024

Whether it’s AI, Visual Intelligence, Contact Centers, or simply making people smile through technology, I’m here to share insights, stories, and a few laughs along the way. A recent study by Gartner indicated that 85% of customer interactions will be managed without human intervention by 2025.

Contact Center 124

Contact Center 2025 Customers Insights 124

TechSee

OCTOBER 13, 2020

Enhance collaboration with contact center. Contact center agents and field service technicians have traditionally been two separate departments. AI technology overcomes these hurdles by automatically dispatching jobs to the right technician based on past history, skills, location, priority, tools, and availability.

Contact Center 202

Contact Center 2019 2025 Measurement 202

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. And that is why you see market research predicting a CAGR of nearly 60% in the global AI market by 2025. Contact us to learn more. Everybody wins!

Contact Center 67

Contact Center Customer Engagement Engagement Social Media 67

ShepHyken

APRIL 5, 2021

Customer experience in 2025: here’s where we’re heading by Chris McGugan. ClickZ) By 2025, it’s likely that nine dollars of every $10 will be spent on the digital experience versus phone/voice. Here are the trends we need to know and understand, especially if you plan to implement self-service solutions for your customers to use.

2021 128

2021 Article Customer Service 2025 128

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, its clear that caution is in the air. Executing on in-house customer service efforts can be difficult; it takes the right background and continual hiring and training, not to mention complex IT systems, robust contact center technologies , and proper workforce management.

Contact Center 156

Contact Center Culture 2025 Customer Service 156

Kustomer

DECEMBER 26, 2019

According to a CCW Digital survey of contact center professionals, the future of customer service is already within grasp. Collecting great insights from customers is the leading contact center objective that companies want to achieve by 2025. A surefire way to succeed? Prepare for the future now.

Contact Center 52

Contact Center 2025 Omnichannel Download 52

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

TechSee

JUNE 25, 2019

billion worldwide by 2025, with a CAGR of 22.9 Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management. A Tata Consultancy Services survey found that 31.7% Face and voice recognition.

Technology 122

Technology Customer Service Contact Center Call Center 122

TechSee

NOVEMBER 27, 2018

AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming years. This has proven to be especially beneficial in the areas of field service, contact centers and self-service. . Contact Centers.

Customer Service 84

Customer Service Contact Center 2025 2022 84