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. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. The Six Sigma White Belt Training Workshop was the HIGHEST rated program of the 2013 & 2014 Annual Conferences held in Scottsdale, AZ and Colorado Springs, CO.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

delighted

JANUARY 7, 2020

Fueled by big data, AI is reshaping how brands scale their businesses, improve product offerings, and connect with customers. At the beginning of 2014, Delighted customer Bonobos experimented with adding an extra step to the shipping process. Customer experience trend #4: Collect and use CX insights to drive business decisions.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. There will be more big data security breaches,” she writes. Lots of ’em.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

SmartKarrot

FEBRUARY 7, 2022

About: AirCall is yet another example of a successful SaaS Company serving customers since 2014. The contact centers of AirCall help businesses to contact their customers via voice calls. This SaaS Company provides a dedicated solution for call centers and also for support and sales teams. Headquarter: Paris.

SaaS 10

SaaS Real estate B2B Enterprise 10

SmartKarrot

JANUARY 28, 2022

Founded in: 2014. Gong is a call monitoring solution that helps internal sales teams understand and design functioning strategies. The platform also serves as a report card for call center employees to track their performance. It can store petabytes of data in a single blade, giving it mainframe capabilities.

SaaS 10

SaaS Enterprise Analytics Big data 10