2021 Gamification Interactive Voice Response Personalization 
Outsource Consultants
SEPTEMBER 14, 2021
The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. Contact Center AI: You’re probably familiar with IVR (Interactive Voice Response), which can take semantic cues to direct customers through self-service channels. Let me help?”.
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. Storyline: Gamification.
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Calltools
DECEMBER 23, 2020
When a customer enters a query before calling, the call routes to the person who is most capable of providing a solution. Interactive voice response helps create a seamless caller experience by allowing them to select an option and get routed to the most appropriate agent. Gamification. Skill-based Routing.
TechSee
DECEMBER 16, 2021
In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of call centers. The distributed workforce is not just a crisis response; the pandemic proved to many leaders that employees don’t need to be physically onsite to be productive.
Fonolo
JUNE 10, 2021
Games might seem juvenile at first glance, but gamification is a popular and highly effective way to engage your staff, no matter their age. Agents can roll the dice if they receive positive feedback on the IVR survey. What’s a Visual IVR and How Does it Improve CX? The first person that finds the prize wins.
Hodusoft
FEBRUARY 9, 2022
The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI. With online consumerism on the rise, 2021 saw customers demand quick resolution to their queries, high-quality customer assistance, and seamless ways to connect remotely. Let’s find out!
Enghouse Interactive
FEBRUARY 9, 2021
of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Personalization (25.8% Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. AI will become more prevalent in 2021. planned, 46.5%
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