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VIDEO & ARTICLE: Top Contact Center Trends in 2021

NobelBiz

Going into 2021, we can foresee a few things in the contact center space that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. The post VIDEO & ARTICLE: Top Contact Center Trends in 2021 appeared first on NobelBiz®.

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Boost Agent Satisfaction in Your Contact Center with These 9 Inclusive Practices

Fonolo

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

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5 Contact Center Technology Trends That Will Define 2022

3CLogic

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone.

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A lifetime of lessons learned, with Steve Bederman | First Contact: Stories of the Call Center

NobelBiz

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. What will 2021 look like for Contact Centers?

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

TechSee

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Current approaches to agent empowerment. Building a better VEA.

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3 Management Techniques to Use (And 2 to Ditch) to Erase the Bad Call Center Agent Experience in 2021

SharpenCX

Work with your team to set quarterly contact center goals. And, as you map out each goal, assign relevant metrics to help agents understand progress toward those goals. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well.