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Industry Research : New Study Finds Majority of Organizations will Maintain Remote or Hybrid Contact Centers

#contactcenterworld, @CallMiner

A new Forrester Consulting study, commissioned by CallMiner, a provider of speech and customer interaction analytics, explores how contact center leaders are increasingly prioritizing the experiences of customer service representatives (CSR) to improve customer experience (CX).

Widespread remote work, a boom in digital interactions, and increased automation has resulted in brands seeing the phone as the new empathy channel. To effectively arm CSRs for these emotionally driven customer interactions, organizations need to capture data on customer journeys and interactions, and implement new tools to support supervisors and agents.

In fact, nearly two-thirds (65%) of respondents have increased their focus on improving the CSR experience, through means such as adopting AI and automation technologies to empower CSRs to be the ‘empathy agents’ that customers require.

The study found:

- CX is the north star for CSR improvement efforts: According to the study, 70% of respondents agree that a good customer-agent experience often deescalates a bad brand experience. The KPIs that matter most to senior stakeholders are Net Promoter Score (NPS), service level, customer satisfaction, and agent satisfaction.
Voice is the new empathy channel: 68% of respondents agree that the phone has become the new empathy channel for customers, and most agree that CSRs are now dealing with more complex customer requests (67%) and emotionally charged customers (70%) than ever before.

- Organizational disconnect is a barrier to meeting market opportunities: Training for empathy is hard. Respondents admit it is challenging for CSRs to anticipate customer needs (57%) and to consider, interpret and even measure a customer’s dynamic emotional state (56%). According to the study, 53% of respondents also struggle to understand a customer’s full journey, as well as to support supervisors now that they are physically separated from their teams (57%).

"The pandemic upended the standard ideas of customer service. To meet these shifting demands, organizations have had to accelerate digitalization, automation and AI strategies," said Jeff Gallino, CTO, CallMiner. "To effectively arm CSRs for every customer conversation, including the emotionally driven ones, brands must prioritize analyzing every interaction. Being able to interpret emotion and identify patterns from customer interactions at scale enables organizations to more effectively support CSRs and use those insights to drive improved enterprise-wide decisions."

The study shows that organizations are turning to specific practices and product capabilities to meet these challenges, including:

- Empowering CSRs and leaders with the right insights: 67% of decision-makers say their organizations will retain some form of remote and/or hybrid contact center. As leaders invest in future-proofing their contact centers, they are prioritizing empowering CSRs and their supervisors to address customer needs. Through the power of AI, CSRs can quickly and accurately gauge customer emotion and be guided in real-time with next-best-action advice.

- Smart adoption of automation and AI for better decision making and experiences: Improving CSR experience means applying behavioral data to optimize decision making to future-proof contact centers and achieve a competitive edge. In fact, more than half (56%) of respondents said future-proofing their contact center would lead to improved insights that could support enterprise decision-making.

- Contact center agents and CSRs are core to shaping brand experiences, and when they feel supported and empowered, it’s no surprise that customer experiences improve. When organizations prioritize the strategies needed to improve customer loyalty and customer experiences, business improvement follows.


This Opportunity Snapshot was commissioned by CallMiner. To create this profile, Forrester Consulting conducted an online survey of 310 North America and EMEA-based contact center strategy decision makers. Respondents represented CX (55%), operations (23%), marketing/advertising (16%), and sales (5%) roles. All respondents at least influenced contact center strategy and were involved with evaluating contact center technology. The custom survey was completed in February 2021.

#contactcenterworld, @CallMiner

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Back To The Basics

Read today's tip or listen to it on podcast.

Published: Wednesday, June 9, 2021

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

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