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Contact Center Trends 2021: The CX Watershed

Fonolo

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.

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Grow Revenue and Elevate Your Sales Organization to World-Class Status with Gamification

Noble Systems

Conventional motivational tactics are no longer effective, whether you manage an enterprise or contact center sales organization. That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. All of them can be enhanced with gamification.

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Generation Disruptor: Optimizing the Influence of Gen Z on Your Contact Center

Serenova

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. billion total people). Challenge: FOMO.

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17 Surprising Stats About Call Centers

Fonolo

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! Who should attend: VPs & Directors of Contact Centers.

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Five Tactics to Retain Your Top Call Center Agents

NICE inContact

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. Avoiding job boredom in the contact center is crucial to keeping them around. Challenges can consistently be given through gamification tools.

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Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

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. Artificial Intelligence-powered contact center tools. Gamification.