Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Storyline: Gamification. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

MARCH 7, 2019

Episode management. As explained by Bain & Company , episode management refers to the mindset of companies when it comes to customer experience. – instead of focusing on a narrow set of numbers such as AHT, episode management looks at the overall outcome. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

DMG Consulting

MARCH 9, 2020

DMG’s 16 th annual report on this fundamental contact center sector examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. Many vendors from various IT sectors.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. million in 2003 to approximately $1.7

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

aircall

DECEMBER 23, 2020

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. Data and reporting. It’s given customers greater control.

B2B 62

B2B Sales Technology voip 62