2019 Average Handle Time Gamification Self service 
Noble Systems
JANUARY 30, 2019
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.
Fonolo
NOVEMBER 17, 2020
“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. It is an exciting time for the contact center, and we look forward to seeing how these trends develop in 2020.
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Noble Systems
JANUARY 30, 2019
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.
TechSee
JUNE 25, 2019
AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gamification.
RapportBoost
DECEMBER 10, 2018
Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Tony: Self Service, we would switch to that. No worries! Here’s the archived version.
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