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

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Quiq

DECEMBER 29, 2021

Boost employee engagement with gamification. Just between December 2020 and July 2021, there was a 21% increase in employee burnout, according to a report from meQuilibrium. Gamification. . Gamification brings an element of competition and fun to your customer service objectives. A good way to engage employees?

Gamification 52

Gamification Chatbots Sales Surveys 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

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019.

Technology 122

Technology Customer Service Gamification Contact Center 122

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

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