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. of interactions.
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.
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3CLogic
SEPTEMBER 24, 2021
A recent ICMI survey reveals that 55% of contact centers saw an increase in customer interactions from 2020 to 2021, along with an increase in contact complexity. According to this survey, the top challenges contact centers are facing include: Legacy technology (51%). Staffing issues (44%).
ViiBE Blog
AUGUST 27, 2021
August 27, 2021. These include Customer effort score (CES) , customer satisfaction (CSAT), as well as customer service KPIs like Net Promoter Score (NPS) and first call resolution (FCR). ViiBE includes a three-question post-call survey to measure employee performance and customer satisfaction. ViiBE Blog.
ViiBE Blog
FEBRUARY 9, 2021
With omnichannel communication, businesses are able to provide the users with what they value most: fast, simple problem resolution as a result of clear, open pathways of communication. To that point, a recent Microsoft survey found that 59% of consumers used three or more channels to get their questions answered.
Uniphore
JANUARY 21, 2022
According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 The same survey revealed that 34 percent of patients with the freedom to choose their own plans said they would switch based on a bad experience. Source: HealthPayerIntelligence, September 2021. out of 100.
SharpenCX
JUNE 23, 2021
You can also call these one-touch cases. You typically measure it by plugging calls into this formula: First call resolution % = (# of issues resolved on the first call ÷ total # of issues) x 100. Outline your goals for CSAT surveys and create a survey process.
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