Contact Center Trends 2021: The CX Watershed
Fonolo
NOVEMBER 17, 2020
Consumers want a place to give quick feedback, vent, and interact with their favorite brands. The basic concept has been around for decades, but only in the last few years have we learned how beneficial it could be for both the call center and the caller. As of last year, only 43% of call centers had a high understanding of KPIs.
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