Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. This year, expect companies to adopt best practices in knowledge management so that information is easier to find and utilize for greater service efficiencies. The proportion of call center seats in the cloud will reach 18% by this time, up from just 2.2%

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. Consider using distributed teams so you have sales experts in various geographical areas (may also give you coverage in additional time zones). Scale your call center to minimize wait times.

Sales 62

Sales Banking Call Center Upselling 62

Netomi

JANUARY 5, 2022

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. Our favorite content from Colin : How to Manage Customer Wait Time: The Best Tips From Great Companies. Dan Gingiss.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98