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.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

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.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

NOVEMBER 17, 2020

Contact Center Trends 2019. In 2019, contact center superheroes should watch for the plots, characters, and villains within them. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019. Storyline: Gamification. Why Gamification Matters. It’s time to treat them right.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 14, 2019

This behavior is destructive and negatively impacts important KPIs like first call resolution (a KPI directly related to customer satisfaction). The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Become a contact center super hero in record time! Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80