OctopusTech

MARCH 1, 2023

Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. According to a Gallup study , high employee engagement leads to higher customer engagement, lower employee turnover, and 21% higher profitability.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

aircall

JANUARY 24, 2022

This Aircall study showed that 69% of customers prefer to use the phone when they want to contact you. Call whispering – Allows an individual to listen in on calls and whisper a few words of advice without the caller hearing them. Willingness to escalate difficult calls. Delivery & status. Cancellations.

Call Center 126

Call Center Best practices call center software CRM 126

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.” Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176