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The Impact of COVID on Contact Centers: from the Experts

Fonolo

When looking back at it, we only had about ten days to get all the hundreds of our call center associates home. I was also surprised by how many call centers were unprepared for the move to work from home. I believe COVID will have a human empathic impact on the CX industry and contact centers.

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Acceleration of Digital Transformation

24-7 InTouch

When a consumer reaches out for support multiple times on different devices or channels, AI can share information from the previous interaction with an associate, improving the consistency and personalization of the communications. Where to Next? The digital transformation trend is here to stay.

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The Future of the Contact Center is Remote

Fonolo

.” — Tony Johnson , CX Leader, Author, Speaker Founder at Ignite Your Service. “When looking back at it, we really only had about 10 days to get all the hundreds of our call center associates home. Digital is the key enabler of this for both bot and person-to-person interactions.”

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The Omnichannel Evolution – Create An Omnichannel Call Center

Dialer 360

This is a typical experience as you have to tell customer service reps as your account number moments after your input into the IVR system. You should explain call center associates about failed self-service. These are experiences strategies that prompted your call. Seamless Integration with CRM.

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The Omnichannel Evolution – Create An Omnichannel Call Center

Dialer 360

This is a typical experience as you have to tell customer service reps as your account number moments after your input into the IVR system. You should explain call center associates about failed self-service. These are experiences strategies that prompted your call. Seamless Integration with CRM.