Tricia Morris
15 Statistics that Forecast the Future of the Contact Center
Is the contact center the next big tech frontier? With the move to the cloud and increased innovation forced upon many companies by the pandemic, it certainly appears so. According to an Allied Market Research (AMR) report, the global Contact Center as a Service...
7 Contact Center Trends to Watch in 2023
Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally. Even with always-on pressures, the best CX and contact...
View Today’s Contact Center Challenges as Opportunities
Contact centers have weathered unexpected and unyielding change since the start of the decade. A recent Bloomberg article points out they’ve experienced a “trio of pandemic-era shake-ups” including the move to remote work, higher than ever turnover, and callers eager to chat with a...
Decision Velocity Will Determine Digital Age Winners and Losers
Speed has long been known as the ultimate weapon. In a recent post, Constellation Research CEO and bestselling business author R. “Ray” Wang discussed Alexander the Great’s success on the battlefield, and how it is often credited to the rapid decision-making capabilities of the...
7 Contact Center Predictions for 2023 and Beyond
Since the start of the decade, customer experience (CX) and employee experience (EX) have done a collective 180°. Organizations with a cloud-first, digital-first mindset have quickly leaped ahead, but adaptation and innovation are swift and ongoing. This is especially true when it comes to...
Boost CSAT Ratings 57% by Doing This
Almost three-fourths of organizations have (32.3%), or are planning to hire this year (41.5%), a Chief Customer Officer (CCO) or an executive-level role in charge of the customer experience (CX), according to Metrigy research. With customer engagement channels increasing and changing, and response time...
9 New Findings from the 2021 State of the Contact Center Report
Contact center transformation is well underway but challenges with communication and collaboration silos still linger, according to a new survey of 400 US and UK contact center and customer experience leaders commissioned by 8x8. Here are nine new findings from the 2021 State of...
7 Statistics that Show the High Cost of Siloed Communications
In two new research notes, industry analysts warn about the negative impact disparate communication and collaboration tools are having on not just the employee experience - but the customer experience, as well. Constellation Research VP and Principal Analyst Dion Hinchcliffe in a recent blog...
8 Reasons Why Now is the Time for Contact Center Digital Transformation
Often considered a company cost center and the Rodney Dangerfield of departments, contact centers have historically been overlooked and underfunded when it comes to digital transformation initiatives. But doing nothing today is only driving costs even higher - to the tune of millions of...
Predicting: The Future of Customer Engagement
Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already expect a customer service...
6 Technology Trends Shaping Digital Transformation
Digital transformation, as defined by Constellation Research, is "the methodology in which organizations transform and create new business models and culture with digital technologies." And these new business models, says Constellation Founder and Principal Analyst Ray Wang, are creating a winner takes all market. In a…
Why Design Thinking is Good for Digital Transformation
In a new Aligning the Organization for Its Digital Focus report from MIT Sloan Management Review and Deloitte University Press, nearly half (44%) of the more than 3,700 business executives, managers and analysts surveyed currently believe their organization is adequately preparing for digital disruption. But how should the...
What Every CEO Should Know About Customer Service and the Customer Experience
According to Forrester Research, more than two-thirds of brands now aim to differentiate based on customer experience. Confirming this, the 2016 Dimension Data Global Contact Centre Benchmarking Report which surveyed more than 1000 organizations this year across 81 countries and 14 industries shows that: -...
How Digital Transformation is Impacting Sales, Service and Marketing
Breakthroughs in and the exponential pace of disruptive innovation are fundamentally changing the way we do business. Brands and organizations are looking to digital transformation as the key to innovation, growth, and the discovery and creation of new business opportunities. Customer acquisition, the customer...
13 Haunting Customer Service Statistics
It’s frightening how much expectations for customer service have grown over the past few years. With more and more technology at their fingertips (and more amazing consumer experiences being presented each day), customers are looking for service and support so personalized, proactive and predictive...
Holiday Rush: 3 Things Retail Can Do Now to Prepare
Thirty-six percent (36%) of Americans will begin their December holiday shopping before the month of November this year; 19% plan to have it completed by November 1. That’s according to a new 2016 Holiday Shopping Season survey for BestBlackFriday.com. If you think more retailers are...
16 Stunning Statistics that Forecast the Future of the Internet of Things
When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. But as a famous character once said in a movie that’s...
16 Top Customer Experience Takeaways from CRM Evolution
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference chaired by Paul Greenberg (as well as the Customer Service Experience and SpeechTEK conferences running concurrently), here are 16 terrific takeaways from the event shared by key speakers...
6 Ways Communities Complement Customer Service
In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences including online self-service. According to Forrester Research, online self-service is now the most-used channel for customer service over...
Buy or Bye? Why Customer Service is Increasingly Key to Retail Success
Today’s retail customer is always shopping around – in store, online, on the phone. And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer service and the customer...