Remove 2020 Remove Contact Center Remove Customer Service
article thumbnail

Contact center agent satisfaction remains high after a rough year

Inside Customer Service

This past year has been tough on contact center agents. Some contact centers endured unimaginable spikes in volume. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America.

article thumbnail

Customer Service Life Updates – February 2020

Customer Service Life

3 Ways to Bridge the Gap From Training to Proficient Customer Service – Early in my career in customer service we had a ticketing system with a “QA” feature and every email new agents composed had to be approved before sending. ICMI Top 50 Thought Leaders to Follow on Twitter – January 2020.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

25 Call Center Technology Trends to Watch in 2021

Callminer

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. Video customer service is coming.

article thumbnail

4 Measurements of CX Success in the Outsourced Contact Center

Callminer

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. Transparency into agent performance and processes.

article thumbnail

Top 2016 Customer Service Trends for Contact Centers Who Want to Keep Their Customers

Uniphore

The hottest trend in business today is what your call center is all about: extraordinary customer service. The writing is on the wall: By 2020, see fast resolution as their #1 need. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied?

article thumbnail

Contact Centre Predictions for 2020

Callminer

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition.

article thumbnail

The True Role of AI in the Contact Center

Fonolo

AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades.