call center customer service

Call Center Industry Predictions for 2024

2024 is almost here and many CX professionals are strategizing initiatives for the new year. Several months ago, we took a look at the trends we’ve seen in 2023 so far, but what industry trends will continue into 2024? In this blog post, we take a look at predictions in the CX field to give you an idea of what could be just around the corner for call centers.

What Is Omnichannel and How Your Contact Center Can Adopt an Omnichannel Approach

An omnichannel approach to customer service is the gold standard, yet CX Today reports that only 31% of contact centers have fully adopted the omnichannel environment. Even with so much technological innovation in the past few years, CX Today also says that only 55% of contact centers work in multichannel environments. Multichannel customer service, as opposed to omnichannel means companies interact with customers across various channels, but conversation history is changed each time a switch is made. 

A Continent of Call Center Opportunity

Africa is quickly becoming a new HUB for the call center industry.  However, through misperception or inexperience, many “call center” people around the world are unaware of what this burgeoning market has to offer.  Well, the African people are working to change that.  Africa is a huge place with diverse cultures, a highly educated workforce, …

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Building a Call Center Industry Through a Community Approach

Africa is quickly becoming a new HUB for the call center industry.  However, through misperception or inexperience, many “call center” people around the world are unaware of what this burgeoning market has to offer.  Well, the African people are working to change that.  Africa is a huge place with diverse cultures, a highly educated workforce, …

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Africa – The New Lion of the Call Center Industry

Africa is quickly becoming a new HUB for the call center industry.  However, through misperception or inexperience, many “call center” people around the world are unaware of what this burgeoning market has to offer.  Well, the African people are working to change that.  Africa is a huge place with diverse cultures, a highly educated workforce, …

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Customer Centric Culture

Customer-Centric Culture

5 MIN. READ In today’s business landscape, “customer-centricity” has become so important that organizations coordinate their efforts and adapt all customer contact points to implement a customer-centric culture in every step of the client journey. Long-term growth and success depend largely on customer loyalty and satisfaction. The Customers 2020 Report predicts that customer experience will overtake product …

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