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.
Babelforce
JUNE 4, 2020
But Delta Air Ways won big when they adopted conversational IVR service back in 2013. The US airline invested in conversational IVR with an aim to improve the 36 million calls their IVR handled each year. It’s too late to be an ‘early adopter’ – conversational IVR is close to becoming the default. Refresher!).
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Noble Systems
APRIL 8, 2020
Since its inception almost 20 years ago, Contact Center as a Service (CCaaS) was primarily tailored for Small-to-Medium Businesses (SMBs), offering scaled-down features in exchange for convenience and low cost-of-entry. According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018.
Callminer
AUGUST 1, 2017
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.
Taylor Reach Group
JULY 6, 2018
Over the past few weeks, we have be posting a series related to Contact Center industry statistics. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. Call Centre Helper).
SmartAction
DECEMBER 15, 2021
It dropped to 63% until it normalized around 2013. How does conversational AI automation for the contact center fit into solving the issue of not having enough workers for all the demand? Traditional IVRs aren’t cutting it anymore as the bodies needed to fill in aren’t there to take the calls. It’s a solved problem.
Fonolo
AUGUST 18, 2022
But contact center accessibility doesn’t just help people with disabilities—it helps every customer. Contact center accessibility depends on two main factors: commitment and call center tech. What is Contact Center Accessibility? What is Contact Center Accessibility? Bottom line?
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