2017 Call center experience Coaching First call resolution 
aircall
JANUARY 24, 2022
According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. Call routing – Automatically route calls to the right person or department for first-call resolution.
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.” Find Out the Rest of the Trends: Contact Center Trends 2021.
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