2021 Cloud contact Interactive Voice Response Wait times 
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.
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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Playvox
OCTOBER 19, 2021
If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. unemployment rate was 5.4% Increased agent burnout.
NobelBiz
FEBRUARY 21, 2023
Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. This strategy allows the call center to deliver superior customer service, reduce service wait times, and streamline the client experience.
NobelBiz
FEBRUARY 15, 2023
Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. This strategy allows the call center to deliver superior customer service, reduce service wait times, and streamline the client experience.
NobelBiz
FEBRUARY 22, 2023
The ideal is to restrict pooling in order to strike a decent balance… it is critical not to jeopardize the quality of responses! In that aspect, the IVR is critical tool to guid customers prior to the interractions with the agents. This invariably results in a reconditioning period and, as a result, a loss of efficiency.
NobelBiz
FEBRUARY 15, 2023
The ideal is to restrict pooling in order to strike a decent balance… it is critical not to jeopardize the quality of responses! In that aspect, the IVR is critical tool to guid customers prior to the interractions with the agents. This invariably results in a reconditioning period and, as a result, a loss of efficiency.
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