2021, Agent Empowerment, Analytics and Gamification

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2021

Agent Empowerment

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5 Contact Center Technology Trends That Will Define 2022

3CLogic

JANUARY 5, 2022

Consider how the contact center landscape changed during 2021 alone. Recapping How Contact Centers Evolved In 2021. But plans to start moving agents back to on-site operations didn’t come to fruition, and contact centers put in place systems that prepared them to be remote permanently. Research from Gallup shows that 45% of U.S.

Contact Center

Contact Center Interactive Voice Response Technology Agent Empowerment

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

MARCH 7, 2019

For example, Amazon’s Alexa for Business helps employees delegate tasks, while Nokia’s MIKA helps agents find answers as they perform complicated tasks or diagnose problems. In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gamification.

Gamification

Gamification Contact Center Agent Empowerment Self service

Customer Contact Central

5 Contact Center Technology Trends That Will Define 2022

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

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