CSM Magazine
DECEMBER 10, 2021
” With a legacy of over 40 years in the contact center environment, VoiceFoundry’s expertise is focused on the Amazon Connect portfolio of services. We are pleased to recognize a variety of partners through the APN Partner Awards EMEA 2021.
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.
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3CLogic
MAY 26, 2022
During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience. billion in 2021 and is expected to grow 15.3% Some contact centers may consider cutting back on expenses to maximize the use of existing technology.
Taylor Reach Group
JULY 6, 2018
Bots and Chatbots: Gartner predicts that by 2021, more than 50% of enterprises will be spending more per year on bots than traditional mobile app development. Robotic Process Automation (RPA): 33% of Contact Centers plan to invest in robotics and process automation in the next 2 years (Deloitte). This leaves just 40.9%
SharpenCX
JANUARY 6, 2021
As many as 20% of Fortune 500 companies won’t make it through 2021 in one piece. Your customer and agent-focused investments in modern cloud technology will deliver ROI. By the end of 2021, the number of remote workers will sit at 3x pre-pandemic levels. Strategic Contact ). Remote work won’t vanish any time soon.
Talkdesk
SEPTEMBER 8, 2020
Members and caregivers are already under stress due to the ongoing COVID-19 pandemic and will only have a limited number of weeks to make healthcare choices for 2021. Here are some steps a health plan provider contact center can take now to help better manage this critical period: 1.
Hodusoft
FEBRUARY 9, 2022
The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. Remote/Hybrid work support .
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