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Trends to Improve Your Contact Center in 2024

Calltools

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. This lets customers handle their own needs while your agents tackle more demanding issues.

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Optimize Agent Performance with Live Actionable Intelligence

CafeX

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment.