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. Storyline: Gamification.
TechSee
JUNE 25, 2019
AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gamification. Process improvements.
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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. AI will become more prevalent in 2021. planned, 46.5%
NobelBiz
AUGUST 28, 2023
Back in 2021, a whopping 64% of agents were already rocking the remote work vibe. Check out our free, on-demand Contact Center Gamification Workshop. Anticipating the long haul, call and contact center leaders are gearing up for a hybrid work setup. Here’s a quick checklist to get you started.
Balto
APRIL 20, 2023
They did, however, care more about dials per week and average handle time. Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. Those who felt the greatest pressure to do more with less also had the greatest focus on average handle time (AHT).
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