Improving customer engagement in an omni-channel CX environment With more CX centers adopting systems to support an omni-channel experience, the industry is focusing on optimizing existing channels to improve engagement. They are looking to accomplish this through several methods,
Read MoreWhat can we expect for CX in 2022? As the CX industry breaks new ground in technology, it is set to transform CX center operations. In the years preceding the pandemic, CX functions were complex, time-consuming, and restricted to
Read MoreHyperautomation makes light of time-consuming work Move, add, change, and delete (MADC) are simple tasks but consume far more resources than is justified. This is a problem that every CX center faces, and the impact can be significant because
Read MoreThe contact center software market is expected to be valued at $60.35 billion by 2027 The contact center software market is expected to reach $60.35 billion by 2027, exhibiting a CAGR of 14.3% during the forecast period. For context,
Read MoreThe need to accommodate hybrid working environments and achieve new objectives in productivity has seen several CX centers move to the cloud, completing the shift in months, or in some cases, days to gain value as soon as possible.
Read MoreOver the years, CX centers have not given much thought to the employee experience, focusing instead on improving CX. Some new findings, however, may prompt CX centers to rethink their approach. Several surveys conducted by prominent firms, such as
Read MoreCX centers are turning to cloud-based solutions to increase operational efficiency and improve CX quality. Despite the consensus that has been reached on the benefits of cloud platforms, most CX centers are still struggling to make the transition efficiently
Read MoreA study revealed that more and more US enterprises are adapting contact center-as-a-service (CCaaS) solutions. According to the report, most companies are making the shift because the functionalities of the CCaaS solution are more suitable to the needs of
Read MoreThe CX industry is heading in a new direction A study revealed that over 76% of professionals consider digital transformation to be a top priority for the contact centers they were working for. The survey also revealed that over
Read MoreAs technology advances, CX centers are shifting from on-premise Contact Center as a Service (CCaaS) solutions to cloud-based CX platforms. In the recent past, these solutions have allowed CX centers to make significant gains in productivity and operational efficiency
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