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Contact Center Trends 2021: The CX Watershed

Fonolo

Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future. Source: The Contact Center Satisfaction Index Mid-Year 2013. Big Data is Getting Bigger.

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Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

Application leaders responsible for contact centers must match investment planning with operational and business goals”. In the recent times, the call center solutions hosted on cloud such as, virtual call centers, IVRs, cloud hosted dialers have changed the scenario , substantially.

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Top 5 Customer Service Trends to Look out for in 2017

aircall

Chatbots are already present in that area. However, with the evolution of machine learning, chatbots are becoming more effective and outperform themselves with every interaction. As the software used by customer support teams gets more agile and intelligent, data collection becomes more accessible to businesses of all size.