2020 Average Handle Time Cloud contact Service level 
Serenova
MAY 29, 2020
These contact center best practices create the enduring customer experiences necessary for brands to thrive now and long after this crisis ends. Contact Center Best Practices for 2020. An uncompromising focus on customer experience is the most critical best practice for any successful contact center. The Cloud.
Serenova
MAY 29, 2020
These contact center best practices create the enduring customer experiences necessary for brands to thrive now and long after this crisis ends. Contact Center Best Practices for 2020. An uncompromising focus on customer experience is the most critical best practice for any successful contact center.
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Fonolo
DECEMBER 17, 2019
As part of this, many businesses are already moving away from the view of the contact center as a ‘cost center’ and towards one that views it as a center of opportunity for businesses – one where the opportunities the center creates well outweigh the costs of running it. Contact Center Trend #3: AI is here to stay.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.
Fenero
AUGUST 31, 2020
50% of call centers that don’t use cloud technology reported they would begin using it before 2020 ends in order to have an omnichannel approach to customer service.**. To put it simply, antiquated call center tech can’t keep up with COVID-19 and the unique challenges these times have highlighted and compounded.
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