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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Calltools

DECEMBER 23, 2020

CRM Integration. It has become urgent that all centers integrate customer relationship management (CRM) tools. CRMs serve various purposes to allow for robust contact management. CRMs provide a vast array of information for agents and managers alike. Advanced CRMs employ AI to automate all processes. Gamification.

call center software 52

call center software Call Center Interactive Voice Response Gamification 52

Calltools

OCTOBER 19, 2022

Add notes to your CRM or contact center software during and after each call. 87% of contact center agents worked from home in 2021 — up from 19% in 2019. Implement Gamification Dashboards. Gamification is a fun and interactive way to set milestones for agents during the holiday period. Utilize Remote Employees.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Chatbots for Customers (31.0% Chatbots simplify and optimize issue resolution. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

JivoChat

JULY 27, 2021

Source : Conversations from different digital channels - live chat, facebook Messenger , Instagram , WhatsApp , email, Apple Business Chat and more - get sent to a centralized dashboard that is linked to your CRM. AI-powered chatbots are a revolutionary way to address this issue. Use gamification. Focus on the mobile experience.

Gamification 52

Gamification Chatbots Sales Feedback 52

JivoChat

JULY 5, 2021

trillion in 2021, according to figures reported in the latest Adobe Digital Economy Index. Preset Answers Solve Common Issues: Let your agents focus on growing your business while a chatbot takes care of customers. Fun Gamification: Boost engagement by encouraging customers to click. Key Features.

Advertising 52

Advertising Analytics Sales Enterprise 52

Balto

APRIL 20, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%). Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. 2021, January 11). 2021 Contact Center Agent Survey Report​ - Balto Ai.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52