Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JANUARY 29, 2019

The global cloud-based contact center market is expected to grow from (what was) USD 6.80 Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! billion in 2017 to USD 93 billion by 2022! The Panelists.

Call Center 85

Call Center Airlines Contact Center Self service 85

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Today’s limited Virtual Employee Assistants. Gamification. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104