2021 Gamification Personalization Self service 
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.
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. Let me help?”.
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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. Rising demand for self-service Today’s on-demand generation will not be kept waiting. Customers want to help themselves through mobile, web, phone, text messages, and more.
Noble Systems
FEBRUARY 10, 2021
They include: higher expectations of agents, a demand for multiple communication channels, and a more personalized and consistent experience. To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development.
3CLogic
JANUARY 5, 2022
Consider how the contact center landscape changed during 2021 alone. Recapping How Contact Centers Evolved In 2021. employees were working fully or partially remote in September 2021, and 91% of those individuals want to continue working at least partially remote. How much can voice self-service actually handle?
NobelBiz
MAY 9, 2023
from 2021 to 2028 to reach USD 12.2 This feature allows agents to familiarize themselves with the client’s history and specific needs, allowing for more personalized and effective interaction. billion in 2020 and is expected to grow at a compound annual growth rate (CAGR) of 37% from 2021 to 2028. billion by 2028.
TechSee
MARCH 7, 2019
In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Gamification. Building a better VEA.
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