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

OCTOBER 19, 2022

87% of contact center agents worked from home in 2021 — up from 19% in 2019. Provide a way for employees to leave feedback about their job roles anonymously. 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

Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Where a chatbot is a machine, live chat connects your customers to an actual agent who’s interacting with them as they navigate your site. Gamification. Customer Chit-Chat.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

JivoChat

JULY 27, 2021

AI-powered chatbots are a revolutionary way to address this issue. Chatbots can also analyze customer behavior, segment customers, and ultimately increase sales conversions, and by 2022, they may be resolving up to 90% of all customer queries. In the first quarter of 2021, nearly 60% of online traffic came from mobile devices.

Gamification 52

Gamification Chatbots Sales Feedback 52

DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. DMG remains bullish on this IT market, particularly now that some larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. DMG expects the CBCCI market to grow at a minimum rate of of 22.5%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Balto

APRIL 20, 2023

Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. Forbes Some applications of AI in the contact center include: call guidance software, predictive call routing, sentiment analysis, personalization, chatbots, auto-notetaking, and more. 2021, January 11). 2021, June 21).

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 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. Key Features. Key Features.

Advertising 52

Advertising Analytics Sales Enterprise 52