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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Hodusoft

MAY 10, 2023

However, according to a report by IBISWorld, the call center industry is projected to have a compound annual growth rate (CAGR) of 3.3% between 2021 and 2026. Apart from the above mentioned factors, the COVID-19 pandemic is another major reason that has accelerated the growth of call centers.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

Global Response

DECEMBER 13, 2022

After all, the more knowledgeable and confident agents are about your brand and offerings, the more they can: reduce average handle time. increase first-call resolution. reduce hold and wait times. For example: AI chatbots allow you to be accessible at all times for your customers.

Customer Experience 71

Customer Experience outsourcing Average Handle Time Personalization 71

HireIQ

AUGUST 5, 2020

Many of us would like nothing better than to simply fast forward to 2021 or beyond. For example, interactive chatbots can provide a wealth of customer sentiment, feedback and behavioral response patterns. Bringing the “real person” back to the call center and into the customer conversation may be an upside to the pandemic.

Analytics 52

Analytics Contact Center Call Center Enterprise 52