article thumbnail

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®.

article thumbnail

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

Fonolo

When hiring, it’s important to look beyond the job qualifications and look at their soft skills and personality. Better training for agents and leaders will be a big contact center trend in 2021 and beyond. Create opportunities for agents to voice their suggestions and concerns. Train your leaders appropriately.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

5 Contact Center Technology Trends That Will Define 2022

3CLogic

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.

article thumbnail

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. 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.

article thumbnail

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

TechSee

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. Building a better VEA.

article thumbnail

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

SharpenCX

Every conversation and 1:1 is ultra-personalized and in-the-moment. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well.