Remove 2015 Remove Average Handle Time Remove Cloud contact
article thumbnail

Contact Center Trends 2021: The CX Watershed

Fonolo

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. 2) The Cloud Will Reign Supreme. Call Center Trends 2015. contactcenter #2020trends Click To Tweet.