Contact Center Trends 2021: The CX Watershed
Fonolo
NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. Social Media ? a Not-So-Secret Weapon.
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