NobelBiz

FEBRUARY 19, 2021

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®.

Contact Center 52

Contact Center Agent Empowerment Personalization Customer Experience 52

Fonolo

JANUARY 14, 2021

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.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

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 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

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.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 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. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

SharpenCX

NOVEMBER 3, 2020

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.

Call Center 67

Call Center Agent Empowerment Management Coaching 67