Remove Abandon rate Remove call center professionals Remove Gamification Remove Interactive Voice Response
article thumbnail

Contact Center Trends 2021: The CX Watershed

Fonolo

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. While much has changed in the last decade, one storyline will remain constant: Contact center teams will continue to face surges in call volume bravely.