Contact Center Trends 2021: The CX Watershed
Fonolo
NOVEMBER 17, 2020
Change is coming, and the proof is in the numbers: 2013: 6 out of 10 contact centers had plans for cloud-based deployments. 2015: 18% of contact center seats will be delivered by cloud-based infrastructure. (Up Tracking KPIs and other metrics to improve call center performance continues to be necessary. Up from just 2.2%
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