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. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. How much has the consumer sentiments changed in your space during 2020 and how is 2021 going to look like? “Yes, but what do you do? Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

Connecting the Dots

JUNE 30, 2021

CCMC recently completed an independent, scientific, large-scale longitudinal study measuring the market impact of employing fifteen unique strategies to delight customers. Practice rapid experimentation on multiple solutions to difficult situations, measuring impact by monitoring and surveys. Get the Customer Delight Study’s Findings.

Airlines 62

Airlines Scripts Surveys Consulting 62

JivoChat

MARCH 25, 2021

Are you interested in the state of digital marketing in 2021? Customer buyer behaviors and communication expectations are changing. Live chat is one of these channels — 41% of customers expect live chat on your website. More than 41% of customers expect a live chat window on your website. Then look no further.

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

Are you interested in the state of digital marketing in 2021? Customer buyer behaviors and communication expectations are changing. Live chat is one of these channels — 41% of customers expect live chat on your website. More than 41% of customers expect a live chat window on your website. Then look no further.

Wait times 52

Wait times Sales Scripts B2B 52

Russel Lolacher

JANUARY 25, 2021

Edelman, one of the bigger international communication firms, conducts a Trust Barometer Survey every year to measure global trust in the media, government, NGOs (non-government organizations) and the business sector. In the latest 2021 edition, as in previous years, trust isn’t high. Empathy is essential to a trusted relationship.

Government 119

Government Scripts Personalization Feedback 119

JivoChat

MARCH 21, 2021

When was the last time a customer cared about your sales targets? According to Salesforce’s State of the Connected Customer Report , 95% of customers stated that they’re more likely to be loyal to a company that they feel they can trust. Benefits of Customer Centric Selling. Focus on pleasing the people who matter.

Customer centricity 52

Customer centricity Sales Multichannel Scripts 52