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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Hodusoft

MAY 10, 2023

between 2021 and 2026. AHT (Average Handling Time) – AHT is the average amount of time that an agent spends on a call with a customer, including hold time. Queue – A queue in call centers refers to the line of calls waiting to be answered by agents.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

Horizon CX

MARCH 19, 2022

If you get this far, enter the dreaded wait time; “Your call is important to us. Your approximate wait time is 16 minutes.” But what about those initial journey steps that took 15 minutes plus of my time and that upset me so? Where’s the opportunity for me to provide that aspect of customer service feedback?

Surveys 52

Surveys Interactive Voice Response Average Handle Time Wait times 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! This begins with greater training, better data management, performance feedback and technological tools.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! This begins with greater training, better data management, performance feedback and technological tools.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

Global Response

DECEMBER 13, 2022

Prioritize and track relevant KPIs, provide continuous training and feedback for agents, and ensure that all channels are optimized for the customer. After all, the more knowledgeable and confident agents are about your brand and offerings, the more they can: reduce average handle time. reduce hold and wait times.

Customer Experience 71

Customer Experience outsourcing Average Handle Time Personalization 71

Playvox

OCTOBER 19, 2021

in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. Worsening the cycle, burnout leads to attrition at a time when contact centers can’t afford to lose agents. Reduce handle times through automation and integrations.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73