Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Call Center Trends 2017. FCR is the Most Important Metric.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. Once the customer had a positive CX, it will set a new benchmark.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. There will be more big data security breaches,” she writes. Free Download] Live Chat Benchmark Report 2018.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40