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

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.

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Contact Center Interactive Voice Response Technology Agent Empowerment 52

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.

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Gamification Contact Center Agent Empowerment Self service 104