OctopusTech

MARCH 1, 2023

Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Speech analytics tools can screen 100% of recorded calls to identify common issues and individual calls that need further attention.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Social Media ?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. In 1999, it implemented the country’s first self-service express check-in kiosks.

Airlines 78

Airlines Transportation Contact Center Self service 78