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

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment.

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Call Center Gamification Agent Empowerment Contact Center 52
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Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Building a better VEA.

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Gamification Contact Center Agent Empowerment Self service 104
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