Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

DECEMBER 23, 2020

Technology has changed virtually every industry in one way or another. Big data has changed the dynamics of the B2B sales cycle. As for the second point, the rise of big data has not only increased how much data buyers have access to, but the channels they use to do research are more flexible than ever before.

B2B 62

B2B Sales Technology voip 62

aircall

NOVEMBER 17, 2016

This is why it’s more important than ever to provide quality self-service resources for your customers. Even shoehorning Millennials under the umbrella of “customer service trends” can be grating, since Gen Y resents generalization. Self-service tools empower customers. Provide a hybrid support model.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54