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12 Analysts to Watch: Future of the Call Center and Customer Service

The call center is headed for major disruption. From smartphones to social media to the cloud, there are epic forces coming together to change an industry that has been relatively stagnant for the past...

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Call Centers and SIP: 5 Must-Read Posts

One of the major forces reshaping the call center is the conversion to SIP. New data from Forrester shows the trend gaining strength. Their recent survey of IT decision makers shows that 55% of...

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The Contact Center’s Future – Forrester vs. Gartner

When it comes to the contact center and customer service space, two analyst firms dominate the landscape of thought leadership: Gartner and Forrester. Let’s compare side-by-side what they say about...

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5 Multi-Channel Statistics You Can’t Ignore

Delivering high quality customer service over multiple channels may not be easy, but it is expected. Today’s consumer uses a variety of channels and touch-points to interact with your organization and...

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[Video] 3 Takeaways from Our Last Google Hangout About Multi-Channel Customer...

Last week, Fonolo hosted yet another insightful Google Hangout, discussing top questions about multi-channel customer service. To save you some time, we’ve extracted video snippets of the answers to...

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Top Analysts Covering Contact Center Technology

Time for the 3rd installment of our list of top analysts covering contact center technology! Our industry is blessed with a large and engaged analyst community. What’s really awesome about these folks...

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Top 16 Analysts Covering Customer Experience

In December, we published a list of Top Analysts Covering Contact Center Technology. Those folks are a terrific resource for following the rapidly evolving call center industry. In the same spirit, we...

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Top Analysts Covering the Contact Center Industry for 2016

As a call center manager, it’s important for you to understand who the most influential people are in the space. With the sheer number of individuals talking about the contact center, and all the noise...

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Top Analysts Covering the Customer Experience for 2017

The customer experience has grown to be one of the leading determinants of customer satisfaction in the contact center. A recent study by Dimension Data shows that 82% of companies recognize the...

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Top 16 Customer Experience Analysts to Follow

Three years ago Gartner reported that by 2018, more than 50% of organizations would implement significant changes in their efforts to improve the customer experience. In other words, the battle for...

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