Demand for cloud-based contact centres to hit $86.4bn this decade
The Cloud-based Contact Center Market is projected to grow from $6.2 billion in 2024 to $86.4 billion by 2029, equivalent to a compound annual growth rate (CAGR) of 26.9%, driven by demand for omnichannel communication, support for remote workforce enablement and faster adoption of AI/automation. That’s according to a new report by MarketsandMarkets, which also […]
SOCIAL MEDIA MONTH: Moving beyond Tweets and Likes for improved customer experience
In the not-so-distant past, contact centres were phone-centric battlegrounds, leaving social media interactions as an afterthought. However, the market for social media solutions in the contact centre have undergone a dramatic evolution, transforming how brands connect with customers and shaping the future of customer experience (CX). Let’s explore this exciting shift and how it’s likely to further revolutionise CX… From […]
AUTOMATED CUSTOMER SATISFACTION: Where do we go from here?
As we have been exploring, gauging customer satisfaction is crucial for improving service quality and fostering loyalty. Automated customer satisfaction (ACS) solutions have become a mainstay, but their potential is far from tapped. Here’s how we can expect ACS solutions to evolve in the coming years… From Tick-Box Surveys to Real-Time Sentiment Analysis Current ACS […]
