COPC

MARCH 31, 2021

In the annual Customer Experience Management Benchmark Series (CXMB) 2020 Corporate Edition report, produced by COPC Inc. in conjunction with Executives in the Know, we learned key trends that businesses need to know for 2021, including: Companies were forced to fast-track strategic initiatives. Download the report now !

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

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

Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Today’s contact center leaders need a QM solution that’s built for digital channels so they can access the right data and tools to engage, coach and develop employees – before an issue occurs.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

ChurnZero

DECEMBER 18, 2020

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. I think that the trend I’m seeing is just a more conservative approach, especially in Q1 and Q2 of the calendar year for 2021.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

SmartKarrot

JUNE 11, 2021

Best Customer Success Certifications 2021. The course is great in 2021 as it is great path for those looking to break into customer success. CS Mastermind is another professional development programs that enhances skills via online training, group coaching calls, instructor-led sessions and more.

Best practices 22

Best practices SaaS Accountability Education 22

Balto

MAY 13, 2022

In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance. Provide Regular Coaching and Feedback. Provide the Right Training and Tools.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

SharpenCX

FEBRUARY 4, 2021

Creating agent schedules Reporting on call center metrics Regular agent coaching and training Hiring and onboarding new agents Handling escalations Performance reviews. Read Next] How to implement 2021 call center trends. How can we improve your training and coaching? Make a list of requirements and create a budget.

Call Center 67

Call Center Customer Service virtual call center Coaching 67