Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. The proportion of call center seats in the cloud will reach 18% by this time, up from just 2.2% ’ It was everyone’s problem.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JANUARY 6, 2021

Hints of economic decline can lead to a national recession, such as the Great Recession that occurred after the financial crisis of 2008. Call center analytics and customer satisfaction surveys will tell you whether any clients or categories of clients aren’t getting the attention they expect.

Sales 62

Sales Banking Call Center Upselling 62

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98