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.
Callminer
NOVEMBER 18, 2020
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.
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Fonolo
JANUARY 15, 2019
This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). According to a 2014 Gartner study, “ customer experience itself is proving to be the only truly durable competitive advantage ”. 2018 saw breakthrough developments in AI.
BlueOcean
DECEMBER 16, 2019
Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. at Blue Ocean. Bring it.”
BlueOcean
DECEMBER 17, 2018
Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center. Bring it.”
Insite Managed Solutions
MAY 23, 2013
Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.
Aspect
JANUARY 21, 2019
So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. And happy employees are vital to an effective contact center.
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