2019 Customer Experience 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. Historic Call Center & Customer Experience Trends. Contact Center Trends 2019.
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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.
DMG Consulting
MARCH 31, 2019
DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report.
Transparent BPO
AUGUST 13, 2019
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.
Calltools
OCTOBER 19, 2022
Escalate complaint calls to the correct team member to improve the customer experience. Your values might include accountability, respect, and customer service. 87% of contact center agents worked from home in 2021 — up from 19% in 2019. Implement Gamification Dashboards. Utilize Remote Employees.
Fonolo
DECEMBER 13, 2018
Even a simple auto-response e-mail to let a customer know when they can expect to hear back from a company can be helpful; acknowledgement of a customer’s outreach in advance of resolving the problem goes a long, long way. Set Up Self-Service Portals . The Top Contact Center Trends to Watch in 2019.
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