call center professionals First call resolution Gamification Personalization 
Fonolo
NOVEMBER 17, 2020
We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. “I I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.
Tenfold - Contact Center Blog
JULY 9, 2018
In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. The Cost Per Contact refers to the expenses related to running a contact center (i.e., A 2016 survey by Call Center Helper shared that 62.7%
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