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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JUNE 14, 2021

Call center metrics and KPIs or provide an objective way for you to set team goals and measure team performance to ensure a good customer experience. In fact, according to our 2021 E-Commerce report, 59% of customers will stop doing business with a brand after just one bad experience. Number of calls answered. Conversion rate.

Call Center 62

Call Center Metrics First call resolution Wait times 62

aircall

JUNE 16, 2021

In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. First-call resolution is the gold standard of customer service interactions. Scripted responses that are not tailored to their needs. Dropped calls. 22% will share their positive feedback on social media.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62