USAN

SEPTEMBER 3, 2021

By 2025, the value will be $3.2 Confirm intent — Have the chatbot confirm what the customer wants and then confirm they received exactly that. This step helps reduce customer effort. The pace of technological change continues to increase. trillion — nearly a tenfold increase in less than a decade.

Chatbots 40

Chatbots Customer Service Cloud contact Contact Center 40

SharpenCX

NOVEMBER 21, 2019

Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. Because customers still aren’t happy. As we look to 2020 call center trends, we look past shiny objects. They want more.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

NOVEMBER 21, 2019

Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. Because customers still aren’t happy. As we look to 2020 call center trends, we look past shiny objects. They want more.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

SharpenCX

NOVEMBER 12, 2019

Christina did all the pre-work to make positive experiences for her customers. And, she didn’t ask customers how they felt after their interactions. In fact, she skipped over the playbook of call center metrics best practices entirely. And because of that lack of focus on real customer outcomes, it was pie-gate 2018.

Metrics 64

Metrics Best practices Call Center Surveys 64