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Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Why Gamification Matters.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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Improving Sales & Support Initiatives in the Financial Services Industry

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
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