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Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

Adam Faulkner , a specialist in customer service and contact center systems, says, “2014 will see mobile apps combine with services such as call-back and web chat to make engagement even easier for customers”. Source: The Contact Center Satisfaction Index Mid-Year 2013. Big Data is Getting Bigger.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Application leaders responsible for contact centers must match investment planning with operational and business goals”.

Call Center 56
Call Center Customer Support Customer centricity Contact Center 56
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