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.
pindrop
JUNE 10, 2020
How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. For contact centers, a real-world example could be gleaned from AI improperly trained on international calls. Bias exists everywhere in our society. What is Bias, and Why Does it Matter in Technology?
Callminer
JANUARY 18, 2021
” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.
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