2020 Contact Center First call resolution Service level 
Fonolo
DECEMBER 5, 2019
As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. Metric #4: Service Level.
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.
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Cisco - Contact Center
AUGUST 18, 2020
To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Welcome to Our Monthly Feature Update Blog Series. Because we use an agile cloud development approach, we’re able to introduce new features and capabilities on a frequent and ongoing basis.
Serenova
MAY 29, 2020
The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.
Serenova
MAY 29, 2020
For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders.
REVE Chat Blog
NOVEMBER 6, 2019
Hence realigning the customer service experience has become a top priority for businesses. Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience.
teleopti
DECEMBER 16, 2019
2020: completing the WFM triangle. So what does the future hold for WFM in 2020? The challenge for contact centers next year will be to harness the power of innovative technology that makes life better for employees and customers while removing operational complexity. What does 2020 have in store for you?
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