Brandessence Eyes 18 Percent CAGR for CCaaS Market

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The worldwide contact center-as-a-Service market is expected to expand from $4.7 billion today to $15.1 billion by 2028.

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A Look Ahead at Customer Service in 2023

Industry experts share their thoughts about what lies ahead in the new year. (Featured on

Jan 18, 2023
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CX Outsourcing Sees Huge Increases, Everest Group Finds

Everest Group says growth in customer experience management outsourcing will continue as companies seek to maximize customer retention in face of recessionary climate.

Jan 11, 2023
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Gartner: Customer Data and Analytics Top Customer Service Priorities in 2023

Customer data is great, but it needs to be actionable to affect change, Gartner analysts recommend. (Featured on

Jan 09, 2023
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Bot Markets Poised for Huge Growth, FMI Finds

Future Market Insights (FMI) has valued the global bot services market at $1.6 billion today and expects it to reach $18 billion by 2032. (Featured on

Dec 15, 2022
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Frontier Airlines Eliminates Its Call Center

The low-cost airline is cutting its contact center to cut costs, a move that many see as short-sighted while others see as inevitable.

Leonard Klie | Nov 29, 2022
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Customer Satisfaction Remains Weak, ACSI Finds

Customer satisfaction and spending see very slight upticks, but companies need to do a lot to keep it going, according to the American Consumer Satisfaction Index.

Nov 09, 2022
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Customer Service Leaders See a Tough Year Ahead

Sixty percent of customer service managers say this will be the toughest winter yet as fears of losing customers grow, research finds.

Nov 03, 2022