2021 Analytics Average Handle Time Personalization 
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.
CSM Magazine
OCTOBER 6, 2021
Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.
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pindrop
OCTOBER 22, 2021
Now, as companies move further into digital transformation, they gain an opportunity to save even more because of greater efficiencies created through analytics, AI and digital platforms. With security, fewer customers become victims of fraud, and personal information can be handled securely.
ViiBE Blog
AUGUST 17, 2021
August 17, 2021. Why track customer experience analytics? In such a highly competitive, fast-paced market reality, it is essential to strive for a strong customer base— a catalog of customers willing to stay with you for a long time and bring those around them on board. What is the purpose of customer experience management?
Uniphore
NOVEMBER 16, 2021
The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S.
Uniphore
DECEMBER 17, 2021
Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021. Conversational AI optimizes every conversation by enabling agents to be more productive and empathetic while personalizing the experience for members. Post-interaction analytics. In-call guidance.
Enghouse Interactive
FEBRUARY 9, 2021
AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Personalization (25.8% Agent Analytics (28.4%
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