VocalCom
JULY 2, 2020
In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. The rise of the ‘Super-Agent’. Often these teams will not be on site as the COVID-19 crisis accelerated the transition to a work from home model.
Calabrio
JANUARY 6, 2016
A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Prediction #7: Data Doesn’t Matter Without Powerful Analytics: Without a doubt, analytics will be absolutely vital for the multichannel contact centers of 2020.
Comm100
FEBRUARY 16, 2018
Shep Hyken confesses that he’s tired of the words multichannel and omnichannel support – and he’s not alone. Hyken’s beef with multichannel and omnichannel support is that the buzz surrounding them has been largely about the importance of adding more channels. There will be more big data security breaches,” she writes.
Expert insights. Personalized for you.
62 
Let's personalize your content