Eptica

SEPTEMBER 3, 2015

Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. This is particularly true in Asia Pacific – by 2020 the region will be home to 60% of the world’s millennial population. So how can brands deliver the customer experience that these consumers are demanding ?

Multichannel 59

Multichannel Customer Service Morale Self service 59

Fonolo

NOVEMBER 11, 2021

Agent attrition in 2020 was worsening; that contact center trend continued into 2021 and will continue in 2022. Lower contact center morale. This is why freemium products are on the rise; customers want to experience the product before committing their hard-earned dollars. 5 Important Strategies for Agent Engagement in 2021.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

Calabrio

JANUARY 6, 2016

By 2020, the number of connected “things” is expected to rise to 30 billion. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. By the year 2020, your washing machine breaks down. Prediction #3: Self-service is the key to success.

Contact Center 53

Contact Center Analytics Self service Wireless 53